Citi Commercial Bank Regional Client Experience Transformation & Digital Onboarding Manager (APAC)

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 experience and internal efficiencies across the Onboarding, Implementation, KYC and Client Services verticals
• Assume product ownership of the CitiDirect Commercial Banking (CDCB) platform (and its underlying client journeys, i.e., Onboarding, KYC renewals, Portfolio/ Loans Management, Homepage with Product Dashboards, including:
  • Gathering of business requirements by collating/ soliciting inputs/feedback from 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 CDCB releases by way of conducting front office trainings, engagement with Country Client Experience Champions / Onboarding Leads.
• Craft relevant internal project communications in partnership with marketing to update and energize bankers, product sales, operations partners, and others around our client experience transformation initiatives.
• Create and manage relevant docs repository for working groups ranging from key business readiness plans, trainings, internal / external client experience and platform communications, to provide clear communication, transparency and updates to the extended Client Experience team.
• 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.

Skillsets:

• 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.

Qualifications:

• MBA, Finance, Accounting, or related Business Management tertiary qualifications preferred
• 8+ years of experience in strategy consulting, finance or working on strategic projects within financial services

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Job Family Group:
Customer Service
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Job Family:
Institutional Client Management
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Time Type:
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