Citigroup MYS CTSM PG - Client Onboard Senior Supervisor (Manager) in Pulau Pinang, Malaysia
The Client Onboard Sr Supervisor provides leadership and supervisory responsibility for medium-sized operational/administrative team(s)) of clerical/support employees. Good understanding of procedures and concepts within own technical/subject area and a basic knowledge of other areas in order to understand how they relate to own area. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Improves process efficiencies in support of unit objectives. Requires a basic conceptual/ practical grounding in policies as they apply to the business. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Typically deals with variable issues with potentially broader business impact. Influences decisions through advice, counsel, facilitating services to others or through joint accountability for volume, quality and timeliness of end results. No direct responsibility for financial or resource planning. Work generally affects own team as well as other closely related work teams. Full supervisory responsibilities. including duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.
Responsible for customer interaction, documentation issuance, review and system setups.
Demonstrates high level of diligence, motivation and organizational skills. Focuses on timely and accurate delivery of all account opening functions, as well as delivering superior customer service and resolution of customer issues.
Performs day to day management of the account opening and maintenance processing, including daily management of in-process, pended, and service related activities, ensuring account opening requirements are clearly defined to support all scenarios of account opening and maintenance requirements, to include delivery of very high quality service to customers and internal partners.
Responsible for various types of project management in the account services space, and managing cross-functional relationships with all teams. Determines new work procedures, analyzes complex and variable issues with significant departmental impact.
Supports the motivation of staff through constant interaction with the team. Ensures team delivers as per service level agreements.
Understands client requirements and implements them correctly. Understands new customer requirements and ensures adequate support to new customer requirements and initiatives.
Monitors customer satisfaction and service level and drives process changes. Provides innovative solutions to clients. Ensures a strong and robust processing environment with effective controls. Establishes risk management practice. Maintains a strong culture of risk and controls in the team through various processes and check points. Identifies means to reduce transaction defects (internal and external).
Develops performance matrices to track defects, productivity. Exercises leadership and supervisory responsibility over Operations department.
Has the ability to operate with a limited level of direct supervision.
Can exercise independence of judgement and autonomy.
Acts as SME to senior stakeholders and /or other team members.
Ability to manage teams.
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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
2-5 years of experience preferred with corresponding supervisory experience
6-8 years of total working experience in related field.
Finance or economics education background
Good interpersonal communication skills. Able to communicate with internal and external business partners.
Consistently demonstrates clear and concise written and verbal communication skills.
Demonstrated Project management skill including financial cost management skills.
Advanced execution skills in a multi-tasking mode. Exposure to Customer Service and handling of system, testing and rollouts. Ability to achieve business objectives without compromising on controls and risk parameters established. Ability to interact confidently with senior management and / or regulators.
Ability to coach and develop people, identifying and retaining talent. Able to partner with businesses and other support functions at senior levels in setting strategy and priorities. Able to strive under pressure and covert opportunity from risk. Should be open to working staggered hour /shift / over weekend and on public holidays. To ensure excellent rapport with internal stakeholders including peers and seniors and duly provide inputs to the team and ensure timely resolution of all issues, wherever there are business risks and the issues need to get addressed such cases should be raised to the senior’s forum for appropriate action and advice.
Proficient knowledge of English (written and spoken)
- Bachelor’s/University degree or equivalent experience
Job Family Group:
Institutional Client Onboarding
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