The main purpose of the Trade Service Professional’s role is to provide a tailored top quality service to Citi’s India clients supporting the expansion of the Trade business across the Financial Institutions and Corporate portfolios.
·Manage a team of 6-8 TSPs
·Accountable for the performance of the said 6-8 TSPs
·Accountable for ensuring that the unit comply with the Citibank Risks & Control policies and processes
·Work in partnership with Implementations; Sales; Product and Technical Partners for New Client on-boarding
·Work with product and sales teams to address and resolve customer issues efficiently
·Develop and review metrics, and monitor mechanisms to fully gauge the health of managed clients across our Corporate and FI portfolios.
·Ensure prompt delivery and professional solutions to our customer inquiries via Phone, Mail, Fax or email.
·Place a high emphasis on controls
·Maintain regular proactive calls with managed clients across the Corporate, CCB and GCG portfolios for India Trade Operation.
·Maintain day to day control and measurement of processing performed by Trade Service Centre in relation to the end to end processing of transactions for managed clients across the Corporate and FI portfolios.
·Ensure Quarterly Client Service Reviews for Trade services with focus on individual client scorecards.
·Ensure the right focus is placed on reducing repeat discrepancies provided in client documentation by educating the client, providing analytics to clients to demonstrate the benefits of STP.
·Manage day to day senior client contact and handling of client issues with proactive follow up with the respective Operations; Sales; Product Management teams.
·Work with product and sales teams to address and resolve customer issues efficiently.
·Excellent written and verbal communication skills
·Ability to prioritize and organize own workload.
·Excellent customer service skills
·Assertive & strong teamwork/interpersonal
·Multi-tasking a must requirement
·Proficiency with Excel, Word and other MS office applications
·Excellent decision making skills
·Critical and independent thinker
·Strong focus on Controls.
·Bachelor’s degree with 7-8 years of experience in Trade Operations/ Services.
·Post Graduate (preferably Finance) with 4 years of experience (preferably Trade Operations/ Services).