Citi - Citigold Service Manager

Job Purpose

  • A Citigold Service Manager will provide excellent client service in partnership with the Sales, Operations and controls functions. Undertake proactive welcome call programme to ensure clients onboarding journey , funding etc is completed

  • Manage the day-to-day administrative needs of clients to ensure timely execution of transactions and to enhance customer satisfaction.

  • Provide appropriate support and assistance to Citi UK Business sales teams (IPB EMEA and UK Consumer) by managing / implementing the administration processes associated with ensuring timely execution of submitted transactions.

  • Assist the Sales team in providing wealth management solutions and Trusted advise to clients by, providing high levels of service to create the ideal environment for all client service sales interaction

Job Background/context

  • Citi International Personal Bank and Citi UK Consumer is the preferred centre in EMEA for the provision of International Wealth Management for clients who wish to hold a proportion of their wealth onshore and/ or offshore

  • This role ensures world class service is delivered to clients through proactive welcome call programme to ensure clients onboarding journey , funding etc is completed

  • Assist the clients in providing wealth management solutions and Trusted advise by, providing high levels of service to create the ideal environment for all client service and sales interaction

  • Provide appropriate support to Citi UK Business sales teams (IPB EMEA and UK Consumer) by managing / implementing the administration processes associated with ensuring timely execution of submitted transactions.

Key Responsibilities

Deliver on our client first goals and objectives
Complete client transactions including but not limited to the following :

  • Time deposit transactions

  • Fund and portfolio transfers

  • Provide clients with banking information and other general non investment related activities

  • Addition or change of personal details

  • Handling and processing of new account documentation in coordination with SRMs / RMs who are solely responsible of the completeness and sanity of the Account opening documentation before handing over to Operations

  • Confirm with client as and when required per guidelines

  • Complete transfer of funds to Product providers

  • Accurate record keeping and assistance in providing and maintaining records

  • Meeting Credit documentation related requirements within approved guidelines - margin calls, top-ups, internal transfers etc

  • Liaise with other departments to ensure the timely delivery of business critical documents (Marketing, Finance, Compliance, OPS etc)

  • When required (in certain circumstances) handle non-target market client base, as directed by Service Unit Head in conjunction with relevant Sales Heads, with objective of either upgrading or exiting the relationship in line with corporate vision.

  • Provide support to teams of Relationship Managers (RMs), delivering the highest quality of service in relation to all client needs

  • Assist RMs in the provision and maintenance of excellent Know Your Client (KYC) records, help and coordinate with SRMs / RMs disposing of exceptions as they arise, ensuring that accurate and up to date client information is held in the Bank’s systems

  • Coordinate with RMs following up and completion of Control and/or Compliance issues to support the sales teams as required

Development Value

Gaining experience of the processes surrounding international financial services provision as well as dealing with clients would provide ideal preparation for moving into a more sales orientated role or maturing through service and operational development to take on greater responsibility

Whilst working in this area, the incumbents would be given the opportunity and be encouraged to sit professional examinations to prepare for future career.

Qualifications

Knowledge/Experience:

  • Operational experience or aptitude for process management

  • Demonstrated client service experience

Skills

  • Microsoft Office skills

  • Communication skills (both oral and written) in at least English and one other language to suit the markets covered

  • Russian language is required

Qualifications

  • Ideally university graduate

  • External certifications recognized by the FSP (e.g. FPC, IMC, CeFA) (preferred)

Competencies

To individual contributor level

  • Works as a partner – works collaboratively across the business

  • Drives Value for Clients - enable economic value and positive social impact for clients , put client first by anticipating , understanding and exceeding their expectations and needs

  • Delivers Results – sets high standards and achieve performance objectives by creating a clear path towards ethical and sustainable results

  • Develops Our People – ownership of personal development

  • Champions Progress – champion a culture of high standards, embrace change and challenge status quo to support the vision and strategy

  • Lives Our Values – ensure systemically responsible outcomes while driving performance and balancing risks

Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.

Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organizational success.