Wealth Management Sales and Service Sr Group Manager - C15

The Senior Group Manager for Wealth Management Sales and Service is responsible for implementation and execution of the service model strategy for Citigold and CPC clients and the cross-functional support for Wealth at Work and Citi Private Bank clients interacting with the self-directed investment platform.  Manages multiple teams through other managers and has an in-depth understanding of the wealth management client wants and needs and the competitive landscape in the industry.  Leads teams, processes and projects designed to improve the client experience and grow the business.  Responsible for achieving goals to deepen client relationships through inbound and outbound contacts, partnering with the WM Client Experience team to problem solve client friction points, and coordinating with partners to tailor training, communication, campaign management and productivity reporting to meet goals.

The Senior Group Manager for Wealth Management Sales and Service leads cross-functional teams and resources charged with building a premier client service offering that supports deep relationships with clients.  This role determines the approach to implementing the functional strategy and is accountable for end results, budgeting, planning, and policy formation.  Responsible for challenging key policies and procedures that impact the client and Advisors and formulating or enhancing procedures or proposals to improve the client experience within compliance with policy.  The role requires a thorough understanding of how this strategic direction complements and is relevant to the rest of the Wealth Management business, combined with solid conceptual/practical grounding of wealth management within the broader CGW organization.  Reports to Head of U.S. Consumer Wealth Client Services and functions as an integral member of the functional leadership team within the country, site location and line of business.

Responsibilities:

• Sets the strategic leadership and management of the business development team and service units within functional alignment
• Wok with business teams to identify and develop strategic and tactical initiatives that provide a sustainable competitive advantage in the marketplace
• Oversee the Service team’s management of day-to-day servicing and processing activities to ensure the staff is delivering a high level of service and complying with Citibank's policies, procedures and government regulations.  Manage large groups of employees including managers as well as individual contributors
• Coach and provide ongoing feedback to staff, identify training needs, and prepare developmental and training plans
• Regularly review processes to ensure maximum efficiencies while delivering superior service quality and deploying high-quality controls
• Establish an effective working relationship with front office, operations management, and key vendors to jointly identify and resolve on-going issues.  Partner with branch/field executives, operations managers, and support partners to ensure the team collectively meets client needs, escalates pain points, and designs and implements plans for improvement
• Regularly review internal control and regulatory requirements; perform internal review/test of controls to ensure they are effective and operating as designed to comply with regulations and policy and are within the risk limits of the firm
• Key partner in firm recruiting strategy and service delivery by identifying and recruiting talent to the service and sales teams.  Develop a high performing and diverse organization that supports positive movement and opportunities for promotion and growth.  Ensure a collective and respectful working environment where employees can develop and be their best
• Establishes standards for high levels of performance and ensures that staff are properly directed and qualified to fulfil their job responsibilities
• Champions key performance improvement initiatives including service to sales strategies.  Ensures appropriate performance tracking tools are in place and regularly motivate and monitor performance. Makes required changes to action plans to improve performance as necessary
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards

Qualifications:

• 15+ years of experience, including 8-10+ years' managerial experience
• Leadership skills: Takes ownership, readily takes charge and makes decisions, able to balance risk and reward tradeoffs to maximize business growth while maintaining adequate controls within the risk appetite of the business and firm
• People Management Skills: able to constructively coach and motivate staff across geographic locations; able to motivate people toward a common goal, implement change and get results
• Excellent verbal and written communication skills; proven ability to present to and communicate with senior executives; leadership presence with various constituents
• Outstanding customer service acumen leverage understanding of the customer wants and needs as well as leading industry best practices to implement solutions to enhance the business
• Demonstrated success in establishing and implementing plans to meet organizational goals
• Required US FINRA: Series 7, Series 66 (or 63 and 65), and Series 9 and 10

Education:

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

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