Regional Client Experience Transformation & Digital Onboarding Manager
Type: Full Time
Internal Number: 17710966
Citi Commercial Bank (CCB) provides wholesale banking solutions to SME and MME companies that value Citi's distinctive global capabilities and network. To do so, CCB leverages the full suite of Citi's institutional (ICG) product capabilities: Cash Management, Lending, Trade Financing & Services, FX, Advisory and Capital Markets.
Underscoring our commitment to Client Centricity, the Client Experience Transformation & Digital Onboarding Office leads execution of CCB's Client Delivery Roadmap across our 11 Asia-Pacific markets. The CEM Lead works closely with the APAC CEM Head and the CCB Global Client Delivery & Transformation Office in devising, managing, and executing large regional projects in order to deliver meaningful change across all touchpoints in the client journey - including but not limited to onboarding (Account Opening & CitiDirect BE setup), implementation, servicing, KYC renewals and beyond.
In doing so the individual will be expected to work at a high level of independence and execute across functions, geographies, and hierarchies in delivering on CCB's Experience Transformation & Digital Onboarding Roadmap.
The small size and dynamic caliber of the team drives focus on high-priority, high-impact issues. The team works with the CCB Global Client Delivery & Transformation Office as the CCB Asia Project Management Office (PMO) to roll out initiatives in CCB Asia which will add value to the Asia franchise by effectively supporting business growth.
The CEM Lead will:
Devise, execute and deliver regional programs to improve client delivery across the Onboarding, Implementation, BSU and Client Services verticals
Assume product ownership of the CCB Gateway platform (and its underlying client journeys, i.e., Onboarding, KYC renewals, Portfolio/ Loans Management, Product Dashboards, including:
business requirements gathering and Coverage and Clients
coordination and driving of UAT/PVT with O&T, Product, and Coverage stakeholders
prioritization of enhancements and management of product book of work
commercialization of new Gateway releases by way of conducting front office trainings, engagement with Country Gateway Champion/Onboarding Lead.
Have oversight of and responsibility for end-to-end client onboarding, client experience and deliver on the APAC Scorecard TAT target
Utilize data and qualify end-user feedback to identify, reengineer and implement market-leading initiatives that elevate client delivery while optimizing operational efficiency
Unify and harmonize stakeholders across Coverage, Account Services, KYC Ops, Product, Servicing, Operations, Implementation et al to improve client onboarding processes and experience
Lead senior discussions to obtain buy-in and stakeholder support
Ensure timely and accurate reporting to provide transparency over client onboarding performance to CCB / non-CCB business partners and management
Assume ownership of the overall Client Experience and serve as the subject matter expert to resolve and alleviate pain points in the client onboarding journey and client support model.
MBA, Finance, Accounting or related Business Management tertiary qualifications
Strong track record of academic excellence
8+ years of experience in strategy consulting, finance or working on strategic projects within financial services
Superior quantitative and qualitative analytical skills - strong ability to use big data and numerical information to make sound assessments and formulate constructive solutions/action plan.
Strong stakeholder management and project governance ability - adept at executing and managing multiple projects and programs simultaneously
Comfort and confidence in leading senior discussions to obtain support and buy-in
Clear and structured thinking and problem solving
Self-starter with strong organization skills and takes initiative once given direction/ framework to execute with minimal oversight
Strong communication skills, written and verbal, to provide clear, detailed creative direction
Collaborative work style: ability to interact effectively with partners across organizational and functional boundaries and hierarchies
Able to lead and influence others in a positive and collaborative manner in order to achieve results
Think creatively and use sound judgment when making business decisions.
Proactively promotes collaboration, sharing of best practices and success transfer.
Have strong awareness of the need for speed.
Job Family Group: Customer Service Job Family: Institutional Client 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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