Client Onboarding Manager, Citi Commercial Bank - Hybrid

Citi Commercial Bank (CCB) helps mid-sized companies, across a variety of sectors, develop their businesses and enter new markets. The Client Onboarding Manager in the Citi Commercial Banking team will deliver client onboarding services to our customers who need Citibank’s Treasury and Trade Solutions products. The role is part of the TTS Onboarding team and deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. The Onboarding Manager will have a good understanding of how the team and area integrate with others in accomplishing the objectives of the sub function/job family. Typically deals

with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication skills are required to handle client needs while implementing deals. Quality and timeliness of service provided will affect the effectiveness of self and the team.

Responsibilities:

• To lead the implementation of all CCB deals in line with project management methodology and have end to end management of dedicated client deal portfolio enhancing the client on-boarding experience.
• Oversight of all client on-boarding activity end-to-end (including standard, low complexity and complex account opening, account maintenance, product, and technical onboarding deals). Ensure the solution meets the clients expectations and is line with contractual obligations and agreements
• Support client through their Onboarding journey – responding to technical queries, set up/entitle client profiles as per requirements, support client testing and migration to live production.
• Co-ordinate with Sales, Product Management, Client Services and Operations partners to deliver the client deals and ensure client satisfaction – navigate bank on behalf of client, leveraging Citi’s global resources and escalation channels as required to ensure smooth delivery.
• Serve as single point of contact for the client and internal functional partners, responsible for the coordination and successful end-to-end delivery of projects. Closely manage the expectations of the client organization.
• Develop and maintain a customized project plan tailored to client’s requirements, outlining deliverables, milestones, critical path items and actions
• Establish appropriate governance model to deliver client requirements ensuring strict adherence to defined quality standards and practices outlined in “best practices” collateral.
• Continuously reduce aging/cycle time, minimize deal slippage and associated revenue conversion lead time. Accurately report project status, escalating effectively for “on hold” and slow moving deals.
• Effectively manage client relationships and ultimately act as trusted advisor for dedicated client portfolio.
• Lead meetings and coordinate activities of the cross-organizational implementation teams
• Maintain solid relationships with key client and internal stakeholders
• Partner with the client to escalate and manage critical issues to resolution.
• Manage regular client communication for portfolio of projects and serves as escalation point for key client and internal stakeholders
• Effective maintenance and communication of MIS and project metrics. Provide ongoing senior management updates on key projects as required
• Identify opportunities for process improvements and contribute to department initiatives to implement process enhancements
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 3-7 years of experience
• Wide organizational knowledge and cross-functional team work experience to deliver multi-work stream projects. Communication and presentation skills to command senior client and senior internal stakeholder meetings (Steering Committees). Excellent Leadership skills; ability to promote team building and develop partnerships with other teams. Ability to analyze and solve complex problems; advanced influence skills
• Self-starter and ability to take initiative in driving projects forward. Excellent organizational and planning skills. Excellent written and verbal communication skills. Excellent customer interaction and management skills. Negotiation and decision making/problem solving skills. Ability to work under high-volume workload and prioritize in an effective manner. Ability to effectively manage and navigate through multi-faceted disciplines throughout the Bank.
• Project Management Certification by a reputable organization (i.e. PMI) is preferential.

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