officer (Customer SVC Intmd Analyst) @ Citi

Job Description

Job Purpose:
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:

• Gurgaon/Delhi market including a portfolio of key GSG/TTLC 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
• Voice of Client Action - VOC
• Client at Risk (*@*) Surveillance and Tracking
• 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 Client

• 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
• Proficiency with Excel, Word and other MS office applications
• 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 4 years of experience (preferably in Client Service).
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Job Family Group: Customer Service
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Job Family:Institutional Customer Service
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Time Type:
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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 .
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Employement Category:

Employement Type: Full time
Industry: Banking
Functional Area: IT
Role Category: Software Engineer
Role/Responsibilies: officer (Customer SVC Intmd Analyst)

Contact Details:

Company: Citi
Location(s): Noida, Gurugram

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