Cash and Trade Proc Analyst2

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.

**Key Responsibilities**:

- handling of Corporate clients/ FI
- Manage Gurgaon market including a portfolio of key GSG/TTLC clients/FI
- To handle Client queries and to manage key products like USD Clearing/LC’s/World link/Cheques/Bank Guarantees/Reimbursements etc.
- To Visit Nationalized Branches to understand key issues related to Payments/LCs/Bank Guarantees with regular pulse check calls
- Support/guide clients who are on World link platform for conversion, also negotiation for better rates with treasury, as per clients requirements
- To organize CitiDirect trainings and further migration of FI clients to the CitiDirect platform
- Support in rolling out Online Payment Advisor & Directory across region which helps in locating $ clearing bank worldwide & to check their wire transfer payment real-time through Desktop & Mobile
- Timely sharing and circulating agreements to branches which has been agreed between Citi-Issuing Bank with the arrangement
- Distribute Stickers with SWIFT code/Inward Account details/Citi Coordinates details which help Issuing banks on their daily transaction basis
- Over managing/coordinating critical transaction like CCIL/High Value payments which involves higher levels of RISK SCO approvals
- To monitor Payments and LC’s for the Banks-Branches allocated to Citi correspondent in order to avoid any leakages and highlight to the Sales Team wherever required
- Explore new and expanded opportunities in unallocated branches for USD payments, LC Relay & ATHS products and track volume movements in LC/Payments from unallocated branches
- Drive changes to increase volumes in MT 202 CHGBEN as a result of change in the standing instruction setup
- Organize required trainings and walk through for Clients in close partnership with Sales
- 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 Incountry 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.
- Query Reduction and Transactional Analysis
- Promote Self Service Tools liek CPI / SM
- 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 Cl
- 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 1-4 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.

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