Cash and Trade Proc Analyst2

3 weeks ago

Gurgaon, India Citi Full time

**Job Purpose**:
The main purpose of the Client Service Manager role is to manage the given portfolio of clients at a service and experience level, through proactive resolution of transaction and service-related queries, process improvements etc.

He / she needs manages a portfolio of FI clients with some critical GSG & LCB clients. The role also requires co-ordination for MIS sharing/ VoC and Pulse check analysis, presentation inputs etc.

**Key Responsibilities**:

- handling of FI clients - Banks / Corporates
- Gurgaon market including a portfolio of key GSG/TTLC clients/FI Clients
- Ownership of the Service relationship managing overall client experience across the Citi network for our clients
- Serves as client’s advocate for process optimization, digitization.
- Manage time critical transactional and service aspects for platinum customers and effectively navigate the Citi network serving as a advocate for the service relationship.
- Performs regular Global, Regional and In country Reviews & Pulse Checks
- Serves as the Escalation point (incl. EB) and Single Point multitasking interface between Operations, Business and Client in a competitive business environment
- Identification of product and system development to drive automation, Digitization, De-MIFT/ CPI usage
- Query Reduction and Transactional Analysis
- Promote Self Service Tools like SM/ CPI
- Voice of Client Action - VOC
- EB platform best practice advisory
- EMC coordinator across multiple areas for globally rolled out names - navigate Citi network for client. Regional/ Global Service Co-ordination, Client Advocate within Citi framework
- Relevant Changes Communication
- Support RFP presentation
- The CEM holistically role plays as the Client’s advocate and Bank’s Service ambassador for the entire TTS diaspora - other than passively contributing to franchise towards the increased “Share of Wallet” from the Client
- Excellent written and verbal communication skills
- Ability to prioritize and organize own workload.
- Excellent customer service skills
- Assertive & strong teamwork/interpersonal
- Multi-tasking a must requirement
- Excellent decision making skills
- Critical and independent thinker
- Strong focus on Controls.
- Ability to work closely with and liaise with multiple internal stakeholders
- Bachelor’s degree with 7-8 years of experience in Client Service
- Post Graduate (preferably Finance) with 4 years of experience (preferably in Client Service).
- **Job Family Group**:
Operations - Transaction Services
- **Job Family**:
Cash Management
- **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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