Officer, Tts Operations

4 weeks ago

Gurgaon, India Citi Full time

**Job Purpose**:
The Trade Service Professional (TSP) is a specialist in Trade products who works with clients one-on-one to identify their business needs and advise on product offerings that best meet those requirements. TSP’s also have end to end ownership of the Trade Transactions for their clients, inclusive but not limited to inquiries, investigations, quality and timeliness of service. This role is to manage the entire team of TSPs.

**Key Responsibilities**:

- Provide operational leadership to a team of 50+ TSPs
- Provide thought leadership - creation of knowledge warehouse for TSPs
- Align with internal stakeholders within Citi for delivery and processes for entire India Trade Services
- Accountable for overall TSP Trade unit and deliverables of the team
- Accountable for ensuring that the unit comply with the Citibank Risks & Control policies and processes
- Monitor metrics pertinent to client satisfaction Develop and review metrics to gauge the health of managed clients across our TTLC, CCB & GCG portfolios.
- Serve as a senior escalation point for internal and external clients
- Develop strong engagement and alignment with TTS Product & Sales teams to cater to the Trade clients and resolve client concerns efficiently
- Work in partnership with TTS Implementation teams for new clients and new product introductions
- Place a high emphasis on controls
- Ensure feedback from clients in the Quarterly Client Service Reviews are worked upon and shared with internal stakeholders for closure
- Ensure and monitor the right focus is placed on reducing repeat discrepancies provided in client documentation by educating the client, providing analytics to clients to demonstrate the benefits of STP.
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer Service
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

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