Client Onboarding Manager, Citi

Citi

Location:

Mexico, Ciudad De Mexico

Category:

Customer Service

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

The Client Onboarding Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. Work affects an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.

Job Responsibility:

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 planning and hire of right set of people, train, guide, coach, develop and appraise and reward people based on meritocracy
Supports the motivation of staff through constant interaction with the team
Encourages cross functional training for staffs to enrich their skill base
Optimizes manpower to achieve higher productivity levels
Identifies and develops high performers for next level jobs/mid management positions
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 department
Evaluates subordinates' performance and makes recommendations for staffing, pay increases, promotions, terminations, etc
Determines hiring to ensure adequate staffing
Recommends new work procedures with broader scope of impact
Deals with variable (occasionally complex) issues with substantial potential impact
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

Requirements:

5-8 years of experience in documentation review, account Maintenance and related Cash products preferred
Good interpersonal communication skills
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
Proficient knowledge of English (written and spoken)
Bachelor’s/University degree or equivalent experience

Additional Information:

Job Posted:

March 22, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Client Onboarding Manager