Global Payments Client Experience Lead & MEA Network Evolution Lead

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Job Overview

Treasury and Trade Solutions (TTS) is a market leading, award-winning provider of Payments, Liquidity, Cards and Trade Solutions to financial institutions, public sector and corporate clients around the world. With a global network spanning 100+ countries, we are uniquely qualified to service clients with local and cross border interests and provide integrated reporting and management. TTS is a highly innovative organization with a strong digital agenda; new products and services are continuously being developed to meet our clients rapidly evolving treasury requirements and unlock new opportunities for growth. We provide clients with dynamic information, tools, and APIs to effectively manage their portfolios, financial positions, working capital and supply chains

The Payments team is leading transformation to standardize approach to managing our network. The main objective is to align our MEA network markets to our client's business models which are increasingly regional and/or global. In addition, the Payments team must ensure that our network remains competitive in the mid and long term and offers best in class solutions to our clients. As part of our strategy of being the network of networks, we are making significant investments in enhancing our Payments offering, modernizing the technology platforms as well as building client centric value add solutions that are best in class

The Network Evolution and Client Experience Lead role is a Director level position responsible for managing leading the execution of MEA Network Evolution Strategy for Payments. Additionally, this role will be responsible for Global Payments Client Experience

As the global Payment Client Experience and Service digitization lead this role would be Collaborating close with global payments Exco, Citi service leads, AI team and a lot of global leads to deliver on

1. 3 E strategy of Citi service to Eliminate inquiries, Enable Clients to self service and Empower agents with AI

2. Collaboration with Onboarding team on Payments product onboarding simplification

3. Collaboration with AI team and drive the AI strategy and execution of CitI Service AI tools like Client Assist and Agent Assist.

4. Global Payments CSIP and C@R portfolio management.

This role is responsible for driving the strategic evolution of the MEA payments network and ensuring an exceptional client experience across the payments ecosystem. The successful candidate will blend strategic vision with operational excellence, collaborating extensively across functions to deliver innovative solutions and efficient client issue resolution.

Key Responsibilities

Global Payments Network Strategy & Evolution:

• Lead the strategic enhancement and management of the existing payments network and solutions
• Analyse the payments landscape and industry trends to identify opportunities for network and solution improvements and innovation
• Drive innovation by collaborating internally and with external ecosystem players to deliver transformative solutions and technologies
• Serve as the MEA lead for Network Evolution, partnering with global, cluster, and country product, operations, and technology teams to drive standardization, simplification, and commercialization
• Collaborate with Technology, Operations, and Coverage teams to ensure timely, cost-effective, and high-quality delivery of strategically aligned product solutions
• Develop and refine product strategies, go-to-market approaches, and delivery models in close coordination with global and regional product teams
• Create frameworks and strategies for globally consistent solution deployment.
• Coordinate planning and activities for launching new capabilities and functionalities across technology, operations, implementations, and regional teams

Client Experience Management & Service Digitization :

• Act as the primary point of contact for payments client experience issues, ensuring timely and effective resolution in collaboration with cluster and global partners
• Provide critical feedback from client issues to inform product and service-wide strategic programs
• Manage and drive the efficient resolution of client-reported issues, adhering to closure targets and minimizing aging items
• Ensure all rejections are consensus-based and supported by thorough due diligence; conduct comprehensive due diligence on all rejected and successfully closed issues
• Monitor and report monthly Client Service Improvement Program (CSIP) metrics (Open/Closed/Aging), analysing data to identify trends, high-volume areas (e.g., regions, products), and opportunities for accelerated resolution, especially for aged items
• Governance & Stakeholder Engagement
• Conduct outcome-driven reviews during governance sessions, using a data-driven approach to address priority issues, accelerate resolution of aging items, and manage Corrective Action Requests (CARs)
• Engage with senior leadership (e.g., Payments CX global SPOC, cluster, and product SPOCs) for escalations, expedited resolutions, and bottleneck decision-making

Qualifications

• Substantial relevant experience, including evidenced managerial experience
• Demonstrated experience in Product Management and/or Product Development discipline
• Experience in and understanding of logistics or Industrial verticals experience with e-commerce solutions preferred
• Proven track record of success in positions requiring financial acumen
• Experience with and confidence in delivering presentations to clients and senior managers
• Prior ownership and management of a P&L
• Advanced judgment and in-depth quantitative or qualitative analysis to solve problems and develop new, innovative solutions
• Required to think beyond existing solutions, assumptions or current knowledge of sophisticated areas
• Deep, broad and diverse functional experience (e.g., marketing, credit, acquisitions, product development and analytics) with a track record of driving business innovation and leveraging management information and data analytics to drive results
• Proven track record as an action-oriented individual who has led cross-functional teams to define and achieve high value business objectives and ability to work independently, with follow through and capable of owning and managing projects from end-to-end
• Significant experience in serving a range of clients, in understanding investment processes across asset classes and in dealing with the highest level of management

Education:

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

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Job Family Group:

Product Management and Development

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Job Family:

Product Performance Management

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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