Senior Client Experience Lead, SVP - Institutional Clients Group KYC Operations - New York, NY OR Fort Lauderdale, FL OR Tampa, FL

The Senior Client Experience Lead for the Institutional Clients Group KYC Global Operations Team is a senior-level strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. The successful candidate will be responsible for end-to-end execution of analysis of business and competitive performance of the group to drive future strategy. This role will also lead strategic projects and initiatives on a regular and ad hoc basis to support the ICG KYC Operations strategy to deliver top service to Clients. Recognized execution authority for an area within the business. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers.

Responsibilities:

• Supports planning, directing and coordination of day-to-day activities of running a program or portfolio of programs supporting key strategic initiatives for the global organization's Client Experience effort spanning across all ICG Know Your Client (KYC) Operations
• Owns the information collection, assessment, and delivery of senior reports from ICG KYC Operations various Client and internal partner surveys and feedback (Voice of Client, Voice of Partner, ICG Client Complaints, etc.) to identify key areas of opportunity across themes and develop action plans in conjunction with focus teams to improve, with tracking towards stated objectives
• Lead and drive ICG KYC Operations Client Service Models end to end execution of strategy as well as adequate monitoring to ensure key best practices followed and milestones reached
• Partner with communications team and business products to develop Client-friendly materials to promote ICG KYC service to enrich Citi's product offering
• Manages flawless tracking of execution of important milestones and timely achievement of deliverables for projects
• Works closely with the relevant stakeholders and sponsors to define a project scope and objectives for project members
• Prepares, maintains, and submits clear and concise activity/progress reports and time recording/management reports
• Assesses project risk potentials and discover potential problems before they occur.
• Constantly improving their own and their teams' skills through lessons-learned reviews at project completion
• Possess the knowledge, skills and experience to be able to recognize when problems surface or potential problems are looming
• Promotes partner involvement through effectively communicating project status upward
• Applies lessons learned from recent projects to future projects.
• Interact with parent and subsidiary bankers and product sales and service on AML-related risk issues
• Administer Client feedback forums with in-business risk teams and key ICG Clients to identify areas of consideration to improve or validate best practice
• Partner closely with ICG KYC Transformation Team and Business Product Transformation teams to develop key strategies and implementation plans to support enhanced alignment of processes, systems, and service to Clients
• Deliver effective senior level presentation materials in PowerPoint to convey key findings and strategies to support Client service
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as lead project manager and coordinator for Client Service related projects for ICG KYC, including, but not limited to:
  • Ensures creation of project plan and charter aligns to group's Client Service strategy and obtains key stakeholder acceptance and approvals
  • Ensures resources aligned to project are monitored and key milestones tracked accordingly, highlighting any risk as soon as it arises
  • Measures overall performance of the project against key performance standards Owns all management reports on a given engagement.
  • Promotes good working relationships across a project, cultivating the people skills needed to develop trust and communication among all of a project's stakeholders: its sponsors, those who will make use of the project's results, those who command the resources needed, and the project team members.
• 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.

Qualifications:

• 6-10 years of Client relationship management or Client-impact project management experience - preferably in operations or business team
• Should demonstrate a commitment to quality and attention to detail
• Excellent interpersonal relationships with ability to influence and negotiate with stakeholders
• Critical thinking and problem solving skills
• Ability to develop project plans, manage individual deadlines and goals.
• Knowledge of project metrics, including gathering, reporting, trend analysis, creation, and metrics.
• Ability to identify issues and problems, generate solutions and choose appropriate alternatives using basic root cause analysis.
• Manage client expectations, anticipates operational and tactical risks and tracks them; clarify, identify, and track requirements and issues, remove barriers, resolve minor project issues and escalate to immediate manager where required.
• Proficient in MS Office applications, MS Project, Adobe Acrobat Professional
• Stays abreast of current industry trends and new technology through professional associations, trade journals, networking, and associated training and seminars.

Education:

• Bachelor's/University degree, Master's degree preferred

Job Family Group:
Compliance and Control

Job Family:
Business KYC

Time Type:
Full time

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