Services Client Onboarding Transformation Head

Job Overview

For More Concise Information, Please See "Additional Job Description":

Responsibilities

• Strategic professional who anticipates and designs changes to business systems, processes and tools within an area of expertise.
• Manages financial budget for multiple and global departments.
• Supports a wide range of internal clients (product, sales, client delivery, and Customer Service) and external corporate clients.
• Builds credibility and trust with the senior management team across the regions.
• Manages multiple high priority visible projects. Reviews and analyzes data on productivity and efficiency; makes strategic decisions on solutions and improvements; present recommendations to organization and senior management.
• Develops strong partnership with Compliance/Risk, Finance, and HR.
• Maintains detailed understanding of the business and applies industry and market knowledge to drive improvements within the functional area. Determines strategic approach and is responsible for implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation and contribution to future strategy of the area(s).
• Provides strategic direction for departments managed. Drives end results of an area and exercises control over resources, policy formulation and planning. Activities primarily affect a sub function. Engages in short to medium-term planning of actions and resources for own area.
• Accountable for establishing and regularly testing the effectiveness of the risk and control disciplines for all processes.
• Effective management of resources to ensure capacity is appropriate, budgetary commitments are considered, and business needs are met.
• Create and maintain strong team effectiveness strategies focused on core skill building and performance management.
• Execute a communication plan to engage with the global Client Onboarding teams that provides transparency of execution and encourages participation and collaboration.
• Monitor and assess the competitive landscape within the industry. Predict trends in client requirements, competitor’s solutions and market dynamics.

Qualifications

• Extensive managerial experience required.
• Exceptional track record in people leadership. Strong senior stakeholder management experience. Experience in Reference Data Management. Familiarity with external products and services that add value to client and operation reference data management. Sound knowledge of Transactional Life Cycles, Reference Data Management and Settlement process of Securities. Strong academic qualifications would be desirable.
• Exceptional spoken and written English skills. Strong Microsoft skills: Word, Excel, PowerPoint. Strong focus on Control and Process optimization and documentation. Proven project and process management skills. Proven people management. Proactive and able to work on own initiative. Flexibility. Good communication skills with the ability to be assertive. Organized with an excellent attention to detail. Ability to focus on high quality work while under pressure. Comfortable working with large quantities of data. Comfortable working independently in a dynamic and challenging environment. Proficient knowledge of English (written and spoken).

Education

• Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience

Additional Job Description - Services Client Onboarding Transformation Head

The role is part of the Services Client Operations Onboarding Transformation Team and is responsible for driving the strategic development of the Global Client Services Onboarding offering to our clients.

The successful candidate be responsible for ensuring we have the appropriate strategies, tools, and models to execute our key transformation initiatives to support our Onboarding Product line.

The Global Client Services Onboarding Team is responsible for the opening, maintenance and closure of all client cash accounts, and implementation of Services Product Onboarding, spanning across seven clusters, which forms the basis of our Corporate, Public Sector, Financial Institutions and CCB client relationships and product offerings. The global team consists of over 2000 FTE of direct and extended workforce located across our centralized hubs and decentralized branches.

They must be able to participate as part of the Services Client Operations Senior Transformation Management Team, partnering with key internal and external stakeholders to drive the vision and strategy of the business, ensuring the optimisation of the Client Onboarding footprint.

Job Background/context:

Citi Services Group provides integrated cash management, Commercial Cards and Trade Services to multinational Corporates, Financial Institutions, Public Sector organizations and Citi Commercial Bank clients across the globe. Services full range of digital and mobile enabled platforms, tools and analytics, continues to lead the way in delivering innovative and tailored solutions to its clients. It offers the industry's most comprehensive suite of Services solutions, including cash management, payments, receivables, liquidity management and Investor Services, working capital solutions, commercial and prepaid card programs, trade finance and services.

Transformation of Client Onboarding is a mission critical agenda item for the Services Business. The role requires the individual to form effective working relationships globally with key clients and stakeholders – Product, Technology, Coverage, and Onboarding Operations Team Members. The individual is required to have a strong and detailed understanding of end-to-end Client Onboarding operations and act as the client advocate.

Key responsibilities:

• Leadership of a team of SME resources to support and execute against the Global Client Onboarding transformation strategy, inclusive of Operational Efficiency, Standardization, Digitalisation and Commercialisation
• Develop and execute a transformation program for Client Onboarding that creates material and measureable improvement in KPIs, OKRs, reduces cycle times, supports Onboarding Operations productivity targets and improves overall Client Satisfaction.
• Define end state Client Onboarding model that focuses on meeting the needs of the clients through digitalisation and self-Service capabilities.
• Identify and realise process and structural efficiency in the Client Onboarding global organisation. Deliver that efficiency to the P&L of the Services business through expense efficiency.
• Ensure our Client Onboarding model can cut across the global footprint, with focus on enhancements to connectivity, hand-offs, performance, and timeliness.
• Actively lead in the development of the business and client solutions. Ensure client solutions and capabilities have strong foundations in implementation simplicity, STP processing, risk profile and self servicing.
• Drive definition of global strategic solutions for the Services Client Onboarding function that reflect the objectives of the Services organisation strategy and are appropriately tailored and fit for purpose within the Client Onboarding product.
• Build strong and effective relationships with key regional partners in Services Sales, Product and Technology organisation.
• Develop a framework of a mutual commitment to meeting evolving business requirements and adapting to changing circumstances.
• Treat change as an opportunity to improve the service.
• Accountable for establishing and regularly testing the effectiveness of the risk and control disciplines for all processes.
• Effective management of resources to ensure capacity is appropriate, budgetary commitments are considered, and business needs are met.
• Create and maintain strong team effectiveness strategies focused on core skill building and performance management.
• Execute a communication plan to engage with the global Client Onboarding teams that provides transparency of execution and encourages participation and collaboration
• Monitor and assess the competitive landscape within the industry. Predict trends in client requirements, competitor’s solutions and market dynamics.