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Client Onboarding Manager

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Citi

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Toronto

AI generated summary

  • You need 5-7 years in client project management, strong communication and negotiation skills, ability to handle pressure, attention to detail, and proficiency in Korean is a plus. PMP or Agile cert is an asset.
  • You will coordinate client onboarding for cash management solutions, reduce cycle times, ensure quality standards, communicate deal status, engage partners, and assess risks while enhancing client satisfaction.

Requirements

  • A minimum of 5 to 7 years leading client projects and building excellent client experience
  • Results orientation, self-starter and evidence of proactively driving projects is the conclusion
  • Excellent communication, customer interaction and management skills. Negotiation and decision making / problem solving skills
  • Ability to prioritize and effectively manage and navigate through multi-faceted disciplines throughout the Bank
  • Ability to manage high and varying workload (i.e. volume, complexity, and composition) within a pressurized environment
  • Excellent work ethic - willingness to take a “hands on” approach to ensure all elements of the client request/project is delivered as specified. Attention to detail and experience of working in a controlled environment
  • Ability to thrive in a fast paced, dynamic environment with the capacity to embrace change and quickly adapt to new situations, changes in direction, and altering priorities
  • Proficiency in Korean language is good to have
  • Bachelors / University, Post Graduate degree, or equivalent experience
  • Project Management Professional (PMP) or Agile Certification is an asset

Responsibilities

  • Successfully coordinate onboarding of regional and global cash management solutions of all sizes and complexities.
  • Continuously reduce onboarding cycle time, minimize deal slippage and associated revenue conversion lead time. Accurately report deal status, escalating effectively for “on hold” and slow moving deals.
  • Disciplined application of structured management throughout the onboarding life cycle, ensuring effective control and timely delivery.
  • Ensure strict adherence to defined quality standards and practices outlined in “best practices” collateral. Consistently achieve “excellent” rating in scheduled quality reviews.
  • Co-ordinate Sales, Product Management, Client Services and Operations partners to ensure client satisfaction - navigate bank on behalf of client, leveraging Citi's global resources and escalation channels as required to ensure smooth delivery.
  • Ensure detailed and timely functional partner engagement leveraging defined tools effectively (eg, CRM engagement and completed Customer Service handover process)
  • Attending when necessary Client meetings in close cooperation with TTS Product Sales and Relationship Managers
  • Enhanced client satisfaction should be reflected in positive client survey scores and documented during detailed post onboarding reviews
  • Tracking and communicating internally the status of the deals.
  • Effective maintenance and communication of MIS and project metrics. Provide ongoing senior management updates on key projects as required.
  • Participate in staff forums and survey process.
  • Complete all mandatory and personal development training as stipulated by controls officer and team lead.
  • 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.

FAQs

What is the primary responsibility of the Client Onboarding Manager?

The primary responsibility of the Client Onboarding Manager is to coordinate client onboarding activities, ensuring the successful onboarding of regional and global cash management solutions, and maintaining high standards of client satisfaction.

What qualifications are required for this position?

A minimum of 5 to 7 years of experience leading client projects, excellent communication and management skills, the ability to manage high workloads, and a Bachelor's degree or equivalent experience are required. A Project Management Professional (PMP) or Agile Certification is an asset.

Is proficiency in any specific language preferred for this role?

Yes, proficiency in the Korean language is considered a good to have for this role.

What experience is necessary for this role?

Candidates should have experience in leading client projects, building excellent client experiences, and a track record of proactively driving projects to successful conclusions.

How does the Client Onboarding Manager ensure adherence to quality standards?

The Manager ensures adherence to quality standards by applying structured management throughout the onboarding life cycle, following best practices, and consistently achieving excellent ratings in scheduled quality reviews.

Will I be required to travel for this position?

The job description does not specify travel requirements; however, attending client meetings may be necessary in cooperation with TTS Product Sales and Relationship Managers.

Are there opportunities for professional development and training?

Yes, there is a requirement to complete all mandatory and personal development training as stipulated by the controls officer and team lead.

What kind of projects will the Client Onboarding Manager handle?

The Client Onboarding Manager will handle a wide range of onboarding requests/projects for Cash Management products, including those of varying complexity and size.

How does the role contribute to client satisfaction?

The role contributes to client satisfaction by coordinating across various internal and external stakeholders, navigating the bank on behalf of clients, and ensuring timely delivery of services and positive outcomes reflected in client survey scores.

What is the work environment like for this position?

The work environment is fast-paced and dynamic, requiring the ability to thrive under pressure and adapt quickly to changes in priorities and direction.

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Citi

Finance
Industry
10,001+
Employees
1998
Founded Year

Mission & Purpose

Citigroup Inc. or Citi is an American multinational investment bank and financial services corporation headquartered in New York City. Citi's operation is to provide financial services that enable growth and economic progress. Core activities are safeguarding assets, lending money, making payments and accessing the capital markets.

Benefits

  • Live Well, Stay Healthy

    Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

  • Paid parental leave

    We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

  • Save well, for now and your future

    We empower our employees to manage their financial well-being and help them plan for the future.

  • Keep learning

    Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

  • Be well, take time off

    We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

  • Support Your Community

    We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.