Vice President, Client Onboarding

Citi Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Overview

Join to apply for the Vice President, Client Onboarding role at Citi. Citi’s Treasury and Trade Solutions (TTS) provides global solutions to help clients drive their business forward while investing in innovation. The Client Onboarding Lead Analyst (Internal Job Title : Client Onboarding Lead Analyst - C13) based in KL, Malaysia, is part of our team. The role supports account opening and related services within a global network, providing resources to meet needs and help plan for the future. Responsibilities

Responsible for customer interaction, documentation issuance, review and system setups. Demonstrates high levels of diligence, motivation and organizational skills. Ensure timely and accurate delivery of all account opening functions, delivering superior customer service and resolving customer issues. Manage day-to-day account opening and maintenance processing, including in-process, pended, and service-related activities; ensure requirements cover all scenarios of account opening and maintenance; deliver high quality service to customers and internal partners. Manage projects in the account services space and maintain cross-functional relationships with all teams. Determine new work procedures and analyze complex issues with significant departmental impact. Support planning and hiring of the right people; train, guide, coach, develop and appraise staff; reward on merit. Motivate staff through ongoing interaction; encourage cross-functional training to enrich skill sets. Optimize manpower for higher productivity; identify and develop high performers for next level roles; ensure the team meets service level agreements. Understand client requirements and implement them correctly; support new customer initiatives. Monitor customer satisfaction and service levels; drive process improvements and provide innovative solutions to clients. Establish robust processing with effective controls and risk management practices; maintain a culture of risk and controls within the team. Reduce defects, develop performance metrics, and ensure clean audit results. Manage new projects and ensure smooth cutover with minimized risks; engage in project planning including cost management. Develop training content, materials, trackers for migrations; support training for new staff; develop job descriptions for hiring; manage subordinate staff. Share responsibility for budget, policy formulation and short-term resource planning; ensure appropriate staffing and training needs are met. Evaluate subordinates’ performance and make recommendations related to pay, promotions or terminations; ensure risk management and compliance in line with laws and Citi policies. Qualifications

10+ years of experience in Product Implementation (CASH). Good interpersonal and written / spoken English communication skills; able to communicate with internal and external partners. Demonstrated project management skills including financial cost management. Advanced execution skills in a multi-tasking environment; exposure to customer service and system testing / rollouts. Ability to achieve business objectives while maintaining controls and risk parameters; ability to interact with senior management and regulators; coaching and developing people; partnering with businesses and support functions at senior levels. Willingness to work staggered hours / shift / overtime, including weekends and holidays, as needed. Excellent rapport with internal stakeholders and timely issue resolution; ability to manage risk and escalate appropriately. Proficient knowledge of English (written and spoken). Education

Bachelor’s degree or equivalent experience; Master’s degree potentially preferred. EEO statement : Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Accessibility accommodations are available upon request. View Citi’s EEO Policy Statement and the Know Your Rights poster. Job Family Group : Customer Service

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