TTS Client Onboarding Documentation Manager at Citi

Citi is one of the world’s leading global banks serving 90% of the Fortune 500 companies. Our global network spans 97 markets serving clients in more than 160 countries and jurisdictions. We provide a broad range of financial services and products to our clients to help them meet their biggest opportunities and achieve their business goals. This specific role sits within our Client Onboarding Team which is part of our Treasury and Trade Solutions (TTS) function within our Institutional Client Group (ICG).

This specific job posting is very exciting. We are currently undergoing significant transformation in how we operate and deliver products and services to our clients, and this is an opportunity to come and be part of this evolution. Are you ready to take the lead in one of the most important future functions at Citi? If so, read on… 

The EMEA TTS Onboarding Team is responsible for account opening, account maintenance, technical integration, and onboarding of all Cash Management products across the Citi Treasury and Trade product suite. We are a team that is obsessed about providing a positive onboarding experience for our clients.

As TTS Documentation Specialist you will be responsible for engaging with both clients and internal stakeholders as part of the Account Opening and/or Account Maintenance processes. You will be responsible for the coordination and execution of the documentation process - document tailoring, issuance, validation, and execution for clients account openings across multiple jurisdictions. You will also be responsible for the execution of client’s subsequent maintenance requests on their account base. The role will include coordination of complex project managed deals where a single client aims to open or maintain accounts globally. You will be responsible for delivering on your own portfolio of client onboarding projects, working directly with specific ‘top tier’ clients and their global treasury organisations.

You must be able to participate and partner with key internal and external stakeholders to drive and deliver our clients Onboarding projects to the highest standards, with laser focus on end-to-end Client Experience.

Job Background/context:

This role demands a high level of motivation and organizational skills as the role is the critical driver of timeliness for client’s requests and so has a direct impact on the overall Onboarding Client Experience. You must have previous experience in coordination of projects involving numerous stakeholders. The role will involve working closely with key internal partners to ensure that there is a consistently high standard of service delivered to our clients.

The role will require strong problem solving and analytical skills, with a strong customer centric mind-set maintaining the highest level of client experience in heart of everything they do.

Responsibilities:

• Support High intensity client base on all account opening and account maintenance needs
• Ensure customer queries are answered in the most efficient way possible, acting as the clients ‘Single Point of Contact’ for all your client queries and engage with Global partners where necessary to meet our client’s requirements
• Simplify the Citi network and footprint for our key clients, to enhance the Client Experience and be the clients advocate in improving our internal processes
• Attend regular conference calls with customers to provide updates on the account opening status for the completion of documentation as required
• Perform a complete review and due diligence of the documentation ensuring all Citi, Constitutive documents provided are in order as per the country of account opening and in line with all legal and regulatory requirements
• Updating of documentation and processing status in the inventory database as per clearly defined processes
• Provide information and provide solutions to customers as the first / dedicated point of contact, working with partners to educate our clients on Citi’s platform and capabilities
• Own your client queries end to end using project management approach to support the client’s portfolio of works and queries
• Ensuring that all queries are responded to within SLA timeframes and consistently demonstrate a self-sufficient approach to escalation management to resolve issues
• Proactively monitor and report client feedback to prevent escalations
• Co-ordinate and control special projects (mergers/acquisitions/tax payments etc) where applicable
• Proactively participate and Lead in department projects and initiatives and set the examples of other junior staff members to follow
• Provide internal stakeholders with regular updates and participate in regular client reviews and regular client status meetings
• Analyse and proactively seek process improvements to support improved quality service
• On-going reviews of processes, with end goal to improve the Client Experience and reduce turnaround times
• Reflect the Client Onboarding values and be the example for junior staff to follow
• Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment always maintained

Qualifications:

• Legal and/or Project Management background is an advantage
• A minimum of 3-5 years banking or legal experience
• Excellent communication
• Track record of success
• Customer communication experience (internal/external)
• Experience of working in a process driven, documentation or legal environment preferable
• Proven ability to establish and maintain business partnerships and client relationships.
• Strong investigative and analytical skills.
• Ability to work independently within a team environment.
• Prior client on-boarding experience preferable

Education:

• Post graduate degree
• Bachelors / University degree or equivalent experience