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Client Services Desk - Senior Analyst

Belfast, United Kingdom

Job Req ID 21359563
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Overview

Citi’s technology team is growing at lightning speed, and we’re looking for talented technologists to help build the future of global banking. Our teams are creating innovations used across the globe – we’re changing the way people bank and how the world does business. Citi’s technology team supports business operations in 100+ countries, across multiple lines of business spanning both Institutional and retail businesses. The group works to optimize the IT environment by standardizing production platforms, reducing complexity, and introducing innovative solutions that provide new business capabilities, reduce total cost of ownership, and create a competitive advantage for Citi. Join an environment with a laser focus on growth and progress, and take your career to the next level through the power of Citi’s unmatched globality and vast expertise.

Success Profile

As the world’s most global bank, Citi gives you the tools to be a trailblazer. We’re not just building technology, we’re building the future of banking. With thousands of employees located around the globe, we are an international team encompassing a broad range of teams, roles, and cultures, and we invite you to come and join us!

  • Creative
  • Analytical
  • Collaborative
  • Productive
  • Adaptable
  • Relationship Expertise

Glassdoor Reviews

“Excellent technologists. Great vision of bringing the financial services industry into the 2020. Great place to work for work-life balance.” Senior Applications Development Manager, New York, NY
“Great Intern experience, great pay and solid opportunity to end up being a full time after the end of the internship program.” Summer Technology Analyst
“I had a great learning experience, good work environment and excellent coworkers. Had the opportunity to escalate my way to the highest position available in my area within 3 years” AVP Operations & Technology, San Juan PR
“Globally diverse and technologically progressive” Director of Software Development, Warren NJ

Responsibilities

Citi, the leading global financial services company, does business in over 100 countries, providing consumers, corporations, governments and institutions with a range of financial products and services. Our Markets & Banking business is a global leader in banking, capital markets, and transaction services, with a presence in many countries dating back more than 100 years. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity. Citi is a leader in financial services technology, building and operating innovative systems that process millions of transactions and trillions of dollars daily.

Team/Function Overview:

The FX & Local Markets businesses operate on a global 24-hour basis covering trading centers in Asia Pacific, Europe and North America.

CSD Desk executes onboarding of Citi’s clients for these businesses primarily through proprietary FX trading platforms, CitiVelocity FX and CitiFX Pulse, other client-facing applications of other Markets Businesses and on Citi Markets’ premium content offering CitiVelocity.com.  Services provided by the desk include direct client interaction across client segments on client profile maintenance, issue and query management, and support to internal Sales teams.

Role/Position Overview:

We are seeking a highly motivated candidate to join CSD (Client Services Desk) team, supporting Citi’s FXLM businesses globally.

The purpose of this role will be to provide the first line of support to both external & internal customers on Citi’s FX trading platforms, onboard clients on e-trading platforms, perform trading related maintenance activities, and liaise with the business and technology groups in managing the customer experience and relationship.

The successful candidates will join the Client Services team in Belfast and will work with the respective sales groups to provide a high level service across internal and external applications.

The candidate will also be focused on driving forward key efficiency initiatives towards customer onboarding experience.

Key Responsibilities:

  • Provide a world class support service to a geographically diverse user base

  • Develop expertise in the relationships between clients, sales and technology teams

  • Collaborate effectively with colleagues globally, sharing information and knowledge effectively

  • Strong process awareness and ability to manage incidents, problems and customer escalations

  • Ensure all issues are tracked and work closely with business development managers to prioritize resolution

  • Collate customer feedback and experience and translate them into new initiatives over process and system optimization

  • Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients

  • Monitor the quality and impact of implemented processes/initiatives and recommend changes/enhancements, if any

  • Develop in-depth knowledge of the fundamentals of FX/ FX Sales and Trading business

  • Coordinates Issue and corrective action management processes, identifying root causes, impacts to business, and steps required. Monitor progress of corrective action plans.

  • Coordinates work with SMEs of various technology related processes, as well as with multiple levels of management during BAU risk oversight

  • Develops open communication and collaborative interaction with technology areas and multiple groups with influence in the development process.

  • Analyzes emerging technology exceptions, risks and supports Technology Managers on solution designs to mitigate business exposure by leveraging expert analytical and technical skills.

  • Possesses extensive experience in the application and integration of globally accepted technology standards and technology control solutions to identify opportunities for process improvement. Coordinates alignment of processes across regions, where possible.

  • Identify business processes and system improvements in collaboration with Internal / External business users

  • Identifies key risk indicators and works with the business on development and challenges business to ensure the correct measures are implemented.

Development Value:

  • Ability to work as part of a truly global team.

  • First class business training from a well-established team.

  • Gain experience in liaising with Trading/Sales and Technology Counterparts.

Desirable:

  • Basic business knowledge/ understanding of financial markets and products.

  • Experienced in leading and managing a small team with ability to lead, coach and develop direct reports. Focus on promoting a productive work environment within team and across organization.

  • Promotes the professional development of self and others in the team. Proactive in coaching team members and takes opportunity to coach junior staff.

Skills:

  • Drives key business initiatives/programs

  • Drives or supports timely and quality delivery of issues and action plans.

  • Drives the identification of risk areas, leads and performs risk assessments to deep dive into processes, risks and controls.

  • Exceptional interpersonal and communication skills

  • Ability to promote positive work relationships

  • Ability to think clearly, analyze and resolve problems with good judgment

  • Displays a flexible attitude to work

  • Understand criticality and core concepts of information security and operational risk/controls

Qualifications:

  • Essential university degree

  • Relevant years of experience

  • Experience and/or knowledge of financial & banking industry is a plus

Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.

What we Offer:

As well as a competitive salary and consideration for a yearly discretionary bonus Citi offer;

  • 23 days paid annual leave.

  • Other Benefits where applicable

In addition, we offer a competitive maternity, paternity and adoption leave scheme and employees also have the option (provided they have a student loan from the Student Loan Company) to divert saver and company match contributions to their student loan. We pride ourselves on our ability to offer employees a number of lifestyle benefits including; on site restaurant and coffee shops, online shopping and concierge service and subsidised clubs and societies.

Our select benefit package offers you the opportunity to customise your benefits according to your own lifestyle preferences and includes corporate discounts, memberships and a range of additional extras.

Our vast range of diversity networks and on site multi faith room demonstrates Citi’s commitment to growing a diverse workforce.

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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  • Join our team
    of 200,000+
    strong diverse employees

  • Socially minded employees volunteering in communities across 90 countries

  • Meaningful career opportunities thanks to a physical presence in over 98 markets

We foster a culture that embraces all individuals and encourages diverse perspectives, where you can make an impact and grow your career. At Citi, we value colleagues that demonstrate high professional standards, a strong sense of integrity and generosity, intellectual curiosity, and rigor. We recognize the importance of owning your career, with the commitment that if you do, we promise to meet you more than half way.

Innovation Through Diversity

  • Citi has an immense network with over 200,000 colleagues across 6 continents in over 100 countries and has been able to serve over 200 million clients for over 200 years. Gain insights into how our firm draws from a diverse pool of ideas and talent to transform ideas into strategies and deliver diverse opportunities to our colleagues.

Success Stories

Get inspired and hear what employees who started their careers in Technology have to say about Citi

Isabelle

Isabelle Noelene Chong

Applications Development Supervisor
Tenure at Citi: 2 years and 5 months.

Learn more

How did you begin a career in Technology?

As a Computer Science graduate from NTU, I wanted to work somewhere where I would be able to make use of my technical skills, as well as explore the world of finance. Citi seemed like the perfect place for me to give me the exposure in both Technology and Finance. I was also drawn to Citi’s Technology Management Associate Program, as I knew that being in the program would equip me with the technical skills, in-depth business knowledge, as well as interpersonal skills that would accelerate my career development. The rotation structure would also give me the exposure to different parts of the bank and help me decide on my final placement after the program.

What does your day-to-day job entail and what do you like most about it?

My current role in GCT’s Digital Department allows me to work with stakeholders from Technology, Business, and Citi’s external partners. I am currently the lead of Emerging Payments module for the Enterprise Service Bus team in the Digital Department and am also part of the team spearheading a new initiative – Citi E-Marketplace, which will not only add value to Citi’s consumers, but also Citi and it’s partner merchants, too.

What do you enjoy most about your role?

What I love most about my role is being able to make a difference in the lives of Citi’s consumers, which includes yours and mine, too.

What do you enjoy most about your role?

I enjoy being able to interact with stakeholders from Technology and Business, as it helps me to understand the different perspectives of these stakeholders and helps bridge the gap whenever necessary. I also love working on new digital-related ideas and turning them it into reality.

What skill set does someone working in this kind of area need?

I think an important attribute someone working in this area would need to have is the willingness to learn. As technology is constantly evolving, we need to consistently upgrade ourselves in order to stay relevant. Hence, it is essential that one is able to adapt according to the needs of the organization.

What advice would you give to someone looking to break into a career in Technology?

Go for it! You never know till you try. I feel that as long as you are willing to put in the extra effort to learn new technical skills, you will be able to ease into the technical role in no time.

Where can a career at Citi/Technology take you?

I think a career in Citi/Technology gives me endless opportunities – not just locally, but around the world, too. The only limitation to where your career can take you is yourself. More often than not, we find ourselves too shy to ask for what we want. Not all of us are lucky enough to have opportunities thrown on our lap; hence, in order to reach our career aspirations, we must be willing to speak up for ourselves.

What makes Citi a great place to work?

My favourite parts about Citi include culture, people, and opportunities. I will elaborate on culture in the next question. As for people, I think I have been very lucky throughout my career with Citi to have been able to work with such fantastic people. In the four teams I have worked with so far, everyone I met was always ever so willing to share their knowledge with me, and lend me a helping hand when I needed. It is their energy and intelligence that stretches and motivates me to further my career.

I have also gotten a countless number of opportunities here in Citi – the opportunity to learn through various trainings; the opportunity to lead initiatives, be it within my job scope or through Citi’s APAC O&T Women In Leadership (WIL) Council and CitiClub; the opportunity to try different job roles through the Technology Analyst Program, etc., which I am incredibly thankful for.

What is the culture like at Citi?

I think a large part of Citi’s culture is made up of the various clubs/groups in Citi. To give an idea of what the culture in Citi is like, let me share my experience at the clubs that I was most involved in – CitiClub and the APAC O&T WIL Council. Through CitiClub, I was not only able to engage with my fellow employees by organizing various employee-engagement activities, I was also able to collaborate with like-minded people to pursue various passions, such as playing sports or giving back to society. As the Engagement Lead of APAC O&T WIL Council, I was able to raise awareness of gender issues, help O&T women to achieve both their personal and career goals, as well as to promote diversity at the workplace. Personally, I see diversity as an important element for growth, as teams with diverse backgrounds usually work better together and produce more effective results. It is heartening to see that Citi takes diversity in the organization seriously, as evidenced by the various diversity-related initiatives in place.

Yoshi

Yoshi

Markets and Securities Services Technology – Australia Production Support Lead
Tenure at Citi: 10 years

Learn more

Can you tell me a bit about yourself and your background?

When I first introduce myself to someone new, or someone who doesn’t quite know me sees my name, more often than not a perception is formed that I am Japanese. Although I do have a Japanese name and although I was indeed born in Japan, it’s not quite so simple. Through my family, I have Vietnamese and Chinese heritage – although living here in Sydney, Australia for practically my whole life, I consider myself an Aussie. When I’m not at work, I enjoy being active outdoors, whether it be playing basketball, going to the beach, or going for weekend road trips.

How did you begin a career in Technology?

After graduating from Sydney University with a Software Engineering degree, I started my career at Citi as a graduate. I was hired into the Equities Production Support team, which allowed me to enhance my technical skills and develop an understanding of financial markets/business trading flows. Over the years, I was fortunate to have multiple internal opportunities opened up to me, where I now lead the Markets and Securities Services (MSST) Production Support team in Australia.

What does your day-to-day job entail and what do you like most about it?

Working for MSST Production Support keeps you on your toes (literally). The Support team sits with the Markets traders on the Dealing Room Trading Floor. For someone who hasn’t seen what a trading floor looks like, imagine a large hall full of computer screens stacked side by side, big-screen electronic notice boards, traders standing and shouting instructions at each other and phones constantly ringing. The noise and furious pace of the trade floor can be quite a spectacle. The MSST Production Support team is responsible for keeping trading systems up and functional, allowing the traders to transact on behalf of the firm or on behalf of clients.

What do you enjoy most about your role?

Every day on the trade floor brings something new, e.g., winning new clients and learning new business flows, keeping up with constant change both internally and externally, such as changes to infrastructure, technology enhancements, and market regulations, and continuously looking for ways to stay on top of our competitors. This is a fast-paced area, and those that remain stagnant will fall behind!

What skill set does someone working in this kind of area need?

A tertiary qualification in Business Information Technology or Computer/Software Engineering is recommended. Knowledge of financial markets is useful. Experience with multiple operating systems, databases, programming languages are key technical requirements. We also look for people with strong soft skills such as communication (both written and verbal), time management, and being able to succeed in a demanding environment.

What advice would you give to someone looking to break into a career in Technology?

Technology is the future! Why wait? Technology companies are always looking to make things faster, bigger (or smaller, depending on what the object is), more stable, having improved performance. This is an exciting age we are living in.

Where can a career at Citi/Technology take you?

From starting my career 10 years ago as a graduate to now being responsible for production support of Australia’s Markets and Securities Services business, this is an example of where your career at Citi could go. Leveraging from your existing networks/connections and constantly looking to build new networks will hopefully open up opportunities for you as it did to me.

What makes Citi a great place to work?

Working for a global company, there are countless career mobility/career opportunities that could take you around the world. With so many different departments, you’re bound to meet great people at work. Citi also promotes personal development and offers a vast range of training programs covering technical areas, interpersonal behaviors and leadership programs. What you take away from these training sessions can help you in the workplace but can also be applied to your everyday lifestyle.

What is the culture like at Citi?

Citi is a diverse workplace full of employees with a wide range of backgrounds. Cultural events, such as Diwali and Chinese New Year, are celebrated at work. Much thought goes into the planning of these events, which shows the appreciation and respect the company has of its employees. Citi also uses a framework to recognize employees who provide significant contributions toward company goals. Recognition is one of the common motivating factors for employees, so it’s great to see that in use here at Citi.

Michelle

Michelle

Assistant Manager, FX Technology
Tenure at Citi: 1.5 Years

Learn more

Can you tell me a bit about yourself and your background?

I graduated from the National University of Singapore in 2016 with a Computer Engineering degree. I first joined Citi in July 2016 under the Technology Analyst Program, which seeks to provide structure and exposure to fresh graduates joining Citi Technology. I have always been interested in technology from my childhood days, and actively pursuing it as my university education was a real joy for me. In my spare time, I like to stay active by doing Mixed Martial Arts or playing soccer. I also enjoy making music and reading.

How does your role/department impact the larger Citi organization?

My department is committed to developing innovative solutions to enhance the process of Foreign Exchange trading via FX Connect (a third-party vendor application). We target to build a bridge between Citi VELOCITY and FX Connect, seamlessly integrating the end-to-end workflow between both applications and providing our users with greater ease of use.

How did you begin a career in your department/line of business?

began my career in the FX Technology in September 2017 as part of the requirements for the Technology Analyst Program. This is my second and final rotation under the program and, so far, it has been a valuable and fruitful experience. My first rotation was a one-year stint in Commodities Technology, which was fulfilling as well.

What does your day-to-day job entail and what do you enjoy most about it?

My day-to-day job consists of resolving issues and fixing bugs that are found in the application. My manager often challenges me with new enhancements to be made, and is open to hearing my opinions. I always get a sense of fulfillment when I see my changes working in a live environment. I enjoy the open discussions I have with my teammates and the freedom I get to creatively implement my changes.

What skill set does someone working in this kind of area need?

A curious mind and dedication to deliver beyond expectations. Anyone who is open to learning and exploring new solutions will fit well in this area. What advice would you give to someone looking to break into a career in your department? Read a lot and practice what you have read. Be proactive and eager to learn from people. Technology is constantly changing, and you will never know what you can learn from someone else.

Where can a career at Citi take you?

FX Technology offers vast opportunities, as the business is stable and established. With teams spread across the world, this department makes global mobility a viable and realizable option. Further to this, this department puts a strong focus on harnessing the newest technologies and integrating them into the applications we build. Being in this team will allow me to grow to be more adept in Application Development, and perhaps even lead my own projects and teams in the future.

What makes Citi a great place to work?

Great people and an empowering culture. The people in Citi are highly collaborative and are always willing to share what they know. They promote inclusiveness and I have never once felt left out. Citi believes in empowering its employees through training and celebrating excellence. Not only am I often compelled to do better and to push the boundaries of innovation and technology, I also find myself enabled to do so through the trainings I have access to and the people I have networked with.

Do you take part in any volunteering, special programs, or leadership development opportunities and/or participate in any Employee Networks? If so, please describe.

I have recently closed my chapter as the lead of CitiClub Singapore’s Terrific Thursdays committee. It is a committee that organizes weekly workshops on Thursdays to empower and engage Citi’s employees. In 2017, we had a total of 1,429 participants across 21 events that we held, a 38% increase from the previous year. I continue to actively engage myself in CitiClub activities and provide assistance whenever required.

In 2018, my goal is to be more involved in groups advocating diversity in the workplace – groups such as Women in Leadership (WIL) or Women in Technology (WiT). In addition to this, I hope to be able to participate in more leadership development programs sometime in the future.

Madhuri

Madhuri

Senior Vice President
Tenure at Citi: 14 years 9 months

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Can you tell me a bit about yourself and your background?

I am a computer engineer from Pune University and have 13 years of overall technology experience. Started my career in 2004 as a software engineer and worked on several important initiatives for organizations like Principal Financial Group, HSBC and Patni before joining Citi..

How did you begin a career in Technology?

I always had passion for programming and, as a result, I started my career in technology as a programmer in Patni (now acquired by Capgemini) after completing my graduation in 2004.

What does your day-to-day job entail and what do you like most about it?

Day-to-day job entails working closely with business stakeholders, understanding business initiatives, and working with the team to build efficient technology solutions for the business. I enjoy building the best-in-class solutions for the business, partnering with global stakeholders, and motivating the team to achieve superior results

What do you enjoy most about your role?

I get to learn about the business functions and explore the latest and greatest technologies to build best-in-class solutions for the business and I get to work with very talented individuals.

What skill set does someone working in this kind of area need?

Some of the important ones (but not limited to) are passion for technology, ability to collaborate with different teams, enthusiasm to drive for building the best technology solutions, and the energy to embrace change and challenge the status quo.

What advice would you give to someone looking to break into a career in Technology?

Keep upgrading your technical skill set; however be technology agnostic and be flexible to work on any technology that offers the most to achieve the optimum solution for solving the problems in hand.

Where can a career at Citi take you

Sky is the limit at Citi. Multiple options are available based on one’s competencies and interest. One can shape up a career in technology leadership or tech experts can pursue a career in engineering as a tech architect/solution architect, for example.

What makes Citi a good place to work?

Global presence, challenging work opportunities, collaborative work environment, and talented people to work with make Citi a great place to work.

What is the culture like at Citi?

Culture at Citi is client focused, people focused, diverse, inclusive, and collaborative.

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