Customer Service Sr Analyst - C12 - MUMBAI

Objective:

• Responsible for a complex and top-revenue High Intensity Clients portfolio acting as their advocate and owning the client experience relationship end to end. Simplify the client experience and eliminate delays by taking ownership of cross-regional and cross-functional issues, navigating the regional and global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
• Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes. Focus on proactive service management through relationship, scorecard, combined with a detailed understanding of the client’s business and unique Treasury requirements. Partner with TTS Client Success, TTS Sales, GSG, Product and other partners to ensure alignment of service experience for the client.
• The RSM will define global/regional and local service strategies and will perform roll out plans according to global definitions and/ or market & client’s conditions. She/he owns service processes for clients in their portfolio. He/ she proactively act upon issues identification process, C@R calls, and perform analysis and resolution on behalf of their client-base. He/she will be the escalation point for service delivery issues and will lead root cause analysis, definition, and execution of process improvement programs globally/regionally for their client portfolio. He/ she proactively advise on service needs and pursue service enhancements through cross functional reviews. Will work on warning & control data analysis of investigations and client calls.
• The RSM will be accountable for reviewing segmentation evolution, service implementation plans, as well as for client surveys results, evaluating and monitoring performance data against service delivery. She/He will be also responsible to identify and implement action plans to improve productivity and service effectiveness.

Responsibilities:

• Develop end-to-end service and process improvement plan to support improved quality service for their client portfolio. Deliver global consistency in appearance as well as processing; ensure internal hands-off are invisible to customers. Identify potential enablers/barriers to success.
• Drive team to deliver against improved VoC (Pulse and Decision Maker), ADR reduction goals, digital capabilities utilization and related inquiry reductions goals, and C@R avoidance and/or remediation. Interface internal counterparts and business partners to ensure transfer of best service practices.
• Be both advocate and responsible for the customer’s voice inside of Citi. Oversee the roadmap for a successful relationship with a client by understanding the clients service needs and gaps in delivery.
• Manage and monitor client satisfaction levels through Scorecards, Standard reviews, client at risk calls, and service call monitoring. Perform periodic client service reviews and needs analysis with other TTS business partners.
• Client support will include coordinating and organizing education and training where needed by internal and external clients. Partner with product and sales and appropriate management both regionally and global on service levels, issues and improvements that will support building strong client relationships. This will include focus on increasing client use of technology for self-servicing where it is available. In addition, the Service Manager may support and contribute to new business proposal as needed.
• Establish, provide input, and track operational metrics and service delivery requirements to achieve business goals. Participate in communication sessions with local, regional, and global constituents to drive Client satisfaction.
• Taking ownership of client servicing issues and facilitating their resolution; engaging Citi business partners, leading the Client Service and Operations teams in focusing on issues and identifying opportunities to further differentiate Citi as an industry-leading service provider.
• Maintaining a detailed understanding of the client’s profile, managing adherence to agreed service levels and leading regular service reviews to ensure client satisfaction.
• Establishing, providing input, and tracking operational metrics, service level requirements, GSM/RSM client engagement and service reviews, and improvement opportunity tracking to achieve business goals. Managing our internal Client at Risk process and supporting escalation resolution

Key Experience & Skills/Requirements:

• Minimum Bachelor's Degree, preferably in Finance / Business or related.
• 8-10 years of extensive experience in managing client relationships required with deep knowledge of TTS products (for instance: Cash, Electronic Banking and/or Trade etc.)
• Breadth of knowledge of the business and organization
• Well-developed working knowledge of the business and the upstream and downstream influences
• Demonstrated ability to provide outstanding client service at a senior level
• Ability to develop client solutions
• Ability to identify and implement effective process improvements
• Intermediate to Advanced level MS Office Skills
• Exceptionally strong interpersonal & relationship-building skills
• Strong at process improvement skills / Proficient in workflow analysis, process and systems or analytical thinking
• Ability to multi-task a variety of conflicting priorities concurrently
• Excellent written and oral communication skills and effective in working cross functionally

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