Asia Treasury and Trade Solutions CitiService and Client Experience Head

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Asia Treasury and Trade Solutions CitiService and Client Experience Head-19003089

Primary Responsibilities

  • Reporting directly to Asia Regional TTS Client Operations Head, with matrix reporting to Global Client Experience Head, this position will directly manage Citiservice and Client Experience teams across the region
  • The incumbent will manage more than 400 FTE supporting multiple countries in the region.
  • Owns & Drives the Digitization Agenda across ALL processes from a Client Lens as the Primary Objective.
  • Provides strategic direction to ensure delivery of high quality customer service and client experience, reflected in a high degree of Customer Satisfaction for the TTS business.
  • Initiates and Executes Strategies to improve Client Experiences
  • Develops a deep understanding of Client requirements and proactively creating solutions to enhance Client experience.
  • Understands Client’s organization, culture and style and knowing how to engage most effectively.
  • Monitors the best Client Servicing practices in the industry and enhances our service model to create competitive advantage
  • Creates a deep engagement and partnership with Business Stakeholders and helps drive discussions with Client.
  • Owns Client issues End to End - related to TTS Senior Point of Contact/Escalation for the Business/Various Stakeholders related to Service initiatives/matters.
  • Trusted partner to the Business teams to support their Business Goals/Growth
  • Maintains a broad level of expertise across TTS products and services delivered to TTS Clients
  • Plays a pivotal role in key regional initiatives such as migrations, new products/markets, to ensure all Must Win Battles for the region is met.
  • Identifies and implements Process Improvement Initiatives through Digitization, Smart Automation and Elimination of Manual Touch Points.
  • Creates a broad internal networks to share product knowledge, process expertise and operational best practice via multiple channels
  • Champions /Sponsors Process Improvement Projects/System Enhancement Initiatives that would lead to enhanced client experience/ better efficiency.
  • Drives Overall Performance on Customer Satisfaction(VOC) Expenses and FTE Management.
  • Maintains Robust Control environment over the Service space
  • People Management – Attract, Groom, Coach and Retain Talent; ensuring high motivation levels - influencing direct managers and their teams to perform at the highest levels of productivity.
  • Demonstrates a high level of leadership standard, in line with Citi’s Leadership Standards.



  • Demonstrated strengths in:
    • Client handling (external/internal customers)
    • 10-15+ Years of Direct Operations Management – preferably a significant part in the Asia Region 
    • managing risk
    • innovation
    • leading people
    • fostering collaboration/teamwork
    • high ethical standards
  • An experienced manager with at least 25 years banking - and Service-Operations experience
  • In-depth knowledge of Operational processes  
  • Demonstrable track record in control and compliance, including detailed knowledge of Citi policies and procedures
  • Excellent communication skills, including the ability to present complex concepts successfully
  • Track record of strengths in people management and team building
  • Highly developed execution skills in a multi-tasking mode, including the ability to delegate and follow up effectively
  • A Senior Leader who will be able to Independently Handle and manage Complex situations with Senior Stakeholders across Product/ Sales & Coverage Organizations across Multiple Geographies and the Global Network.
  • Excellent negotiation, influencing and conflict management skills
  • Able to manage and influence effectively in a matrix environment
  • Skilled in strategic cost management, including detailed knowledge of Citi’s budgeting and financial planning processes
  • Recognized change leader



15 March 2019
Location: Singapore Singapore
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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