MYS CTSM PG - Client Onboarding Manager

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MYS CTSM PG - Client Onboarding Manager-19008191

Client Onboarding Manager


Job Purpose:

  • The role of Regional Client Engagement Account Services Head involves managing a team of Documentation Specialists performing the customer on boarding and account opening experience for standard & complex customer deals via online portal. An intense and complex role which involves working closely with key partners namely RM’s, coverage/ implementation /compliance/legal/ control teams across globe to ensure that customer expectations on account opening are met as well as global cycle time targets are met
  • Role requires participation and support to multi countries in Asia and cross border deals to streamline the account opening process inclusive of the client interaction, ops processes, customer satisfaction and productivity where feasible
  • A strong problem solving and analytical approach, customer centric view at all times is required. Act as a change agent to eliminate manually intensive workflows with a controlled and flawless execution
  • To attract, develop and retain a highly motivated team will be pivotal to success
  • This established role involves working within a team responsible for the end-to-end delivery of account Opening tasks for new and existing Global platinum clients

Job Background/context:

  • Citigroup® Trade and Transaction Services is a leading provider of Treasury & Trade Solutions to banks, financial institutions, corporate clients and public sector globally. With a global network of 100+ countries, TTS is uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management
  • Citigroup Transaction Services Malaysia in Penang is regional hub performing centralize Cash, Trade and Account Services Unit (ASU) operations functions for Multiple countries.  The Regional Account Services Unit in CTSM currently services 3 countries within the Asia region along with High Intensity client servicing team handling requests from customers across the globe

The main components of the role are provided below:

  • Leadership & people management: Leadership role to significantly upgrade the knowledge, skills set and competency levels for individual/ team effectiveness and in attracting, retaining and developing an incentivized team. Continue to uphold the superior services provided to customers, while maintaining positive relationships with staff and key stakeholders
  • Ops Risk, Controls and MIS: assist with development, testing, and implementation of a modular & scalable operating platform with the highest standards for risk, controls and compliance & reporting. Improve turnaround cycle times & quality and accuracy while maintaining cost efficiencies
  • Partnership:  develop partnerships with external and internal clients, Coverage/ Implementations, Product and Client Delivery Teams for on-boarding and integrating a highly efficient E2E Docs ASO model.  Develop positive, trust filled relationships with all peers and subordinates both on and off site to create an environment conducive of open communication
  • Customer focus: Embed ‘Client Experience Excellence’ theme at every process level in line with customer expectations. Enhance service standards to exceed customer expectations, support new business deals and deliver best in class standards


Key Responsibilities:

  • Operational controls & disciplines: re-engineer and implement modular, scalable processes & a robust control environment for effective BAU management of the Docs Team. Ensure all processes are executed per procedures, and any deviations or issues are communicated to management immediately
  • Customer focus: Zero customer dissatisfaction/ escalations. Manage a tight grip on all daily instructions / deals and proactively identify and eliminate errors, ambiguities and give direction to Docs team
  • Quality, Accuracy and early warning alerts:  identify, investigate and eliminate process delays, errors. Ensure the escalation system is maintained, and act as central point in resolving items that might arise
  • Partnerships: engage with peers, staff, country coverage, compliance/legal and risk teams to implement engagement rules, clear R&R to pro-actively mitigate inefficiencies or risk to customer deals
  • Procedures / SLA’s: develop & strengthen procedures, DCFC’s, placemats, SLA’s to eliminate ambiguities. Provide training & implement. Target E2E same day cycle time
  • MIS dashboard: closely track KPI/ KRI’s for accuracy, quality & timely reporting of indicators to immediately address issues before they arise, and raise issues to management
  • Capacity & productivity plan: develop & implement a comprehensive plan to improve productivity
  • Training / staff development: develop talent via cross rotation, back-up’s and retain a motivated team with high level of core competencies and soft-skills
  • Projects/ Initiatives: manage and mitigate risks of delays or failure against plan


  • The ideal candidate should have a minimum of 6+ years core operations banking experience preferably dealing with customer documentation
  • Minimum 3 years of people management experience
  • Customer communication experience (internal/external)
  • Constitutive company & legal documentation, legal back ground would be beneficial


  • Good interpersonal communication skills which will be required for both internal and external business partners
  • Ability to effectively influence
  • Proven  analytical and problem solving skills
  • Strong team player, leadership, change management, relationship and communication skills to face off to seniors, customers both internal and external partners
  • Change agent and ability to grasp and leverage diverse technology systems and software
  • Proven analytical and problem solving skills
  • Able to micro manage, detail oriented & also provide big picture /vision to Docs team
  • Working knowledge of PC operating systems with specific focus on MS Office, including working knowledge of MS Excel, MS Access, MS PowerPoint
  • Ability to multi-task, prioritize properly, and quickly shift priorities based on business need
  • Ability to adapt to change, work under pressure and tight deadlines
  • Customer focused, enthusiastic, and flexible


  • Banking operations knowledge would be beneficial
  • Fluent in English
  • Bachelors, MBA Degree a plus

Exceptional candidates who do not meet these criteria may be considered for the role provided they have the equivalent skills and experience.



  • Attention to detail with a high degree of control and emphasis toward quality
  • Executive level written and verbal communication skills
  • Strong organizational and planning skills to manage a large number of requests
  • Inspirational leadership skills; coach, mentor and motivator with a proven track record
  • Strong controls, risk and compliance discipline
  • Customer centric and embed accountability in team
  • Ability to implement and deliver results on time
  • Excellent organizational and planning skills to manage complex cases and crisis situations
  • Self-disciplined , dedicated/self motivated



18 June 2019
Location: Malaysia Formosa George Town
Work type:
Full time
Banking and Financial Services
Customer Service
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

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