3 days old

Trade Finance Client Experience Transformation Lead (VP)

Dublin, CA 94568
This is a senior level role responsible for ensuring transactions are processed accurately and on time in coordination with the Transaction Services team. The overall objective is to manage the daily operations for a Trade Finance Operations unit, consisting of multiple teams performing related tasks.


+ Manage an expanding team of TCAP/RSM staff who work closely with top-tier clients ensuring we are meeting their expectations and providing key metrics and deep dive analysis on our performance

+ Map, document and work through the key challenges facing our service and onboarding teams when supporting our clients needs across Western Europe

+ Drive key regional initiatives including PACT Roll Out, TCAP Model Development and VOC

+ To take the lead working with Product, Implementations, Sales and Coverage on client experience projects

+ Drive consistency in client experience across the cluster through alignment with Global approach

+ Collaborate with the Innovation Lab and leverage solutions to enhance employee and client experience

+ Complete prioritisation of development requests with Service Teams, and in turn with Product & Technology

+ Use technology solutions to drive employee and client experience enhancements

+ Communicating progress of the project(s) to relevant parties and/or Section Manager, Department Manager and Senior Management

+ Identify, track and document issues and risks where appropriate

+ Ensure project plans are created and maintained

+ Ensure documented reviews of project documentation takes place provide strong analytical, technical, business and/or management expertise to the group

+ Lead Client At Risk/Sensitive Client programme & calls for Trade Finance

+ Develop a robust approach to VOC Progress management, follow up and monitoring across the cluster

+ Keep updated on all new market and regulatory requirements affecting client portfolio/base

+ Simplify the client experience and eliminate delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfaction resolution

+ Lead client commercialisation efforts across the region to increase online banking utilisation, reduce MIFT and roll out of key client digitization initiatives

+ Review of client facing collaterals,including training materials and ensure a structured process is created in relation to client training, education and digitisation

+ Lead VoC reporting & tracking publishing regular MIS and updates to senior management for EMEA

+ Service model reviews and enhancements to ensure optimum model in place for all segments

+ Conduct deep dive analysis on client inquiries/MIS and provide results to senior management including action plans and progress to reduce inquiries and improve client experience

+ Review of Client Complaints process to ensure alignment with strategic initiatives such as VOX


+ Excellent communication and interpersonal skills

+ Strong project management skills

+ A commitment to the delivery of quality customer service

+ Ability to liaise with multiple areas.

+ Strong investigative and analytical skills.

+ Ability to work independently within a team environment.

+ A strong understanding of Client Operations related functions and processes.

+ Knowledge of applicable Operational Policies / procedures / Control Standards

+ Ability to work effectively in situations requiring analytical, interpretive, and problem solving techniques

+ Detailed and independent thinking style

+ Strong influencing and negotiation skills; ability to build and maintain effective networks and relationships


+ Proactive in identifying opportunities

+ Self-motivated. Willing to take ownership and responsibility

+ Organisational managing demands from several sources and working to deadline

+ Ability to multi task

+ Resourcefulness- ability to conduct research

+ Presentation skills


+ Excellent communication both oral and written.

+ Excellent analytical skills

+ Ability to work with little supervision but within boundaries

+ Ability to manage multiple priorities simultaneously

+ Demonstrate a Proactive approach to work


+ A number of years experience in a related senior level role with experience in trade finance operations and management

+ Proven experience in creating and implementing processes that result in improved business performance

+ Effective verbal and written communication and analytical skills


+ Bachelor's/University degree, Masters degree preferred


**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.

Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.


Posted: 2022-05-13 Expires: 2022-06-12

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Trade Finance Client Experience Transformation Lead (VP)

Dublin, CA 94568

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