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AVP - Citi Ultima - Lifestyle Relationship Manager (LRM)

Mumbai, India

Job Req ID 22562085
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Overview

Our best-in-class Relationship Managers have a relentless client focus and play a pivotal role in driving Citi’s Wealth proposition and strategy. They consistently exceed their client’s expectations by being dedicated, passionate and innovative. Our employees are expert relationship builders able to own and respond to the increasingly complex needs of their clients because our clients expect only the very best when it comes to the management of their wealth.

Success Profile

  • Achiever
  • Communicator
  • Proactive
  • Problem Solver
  • Personable
  • Confident

Responsibilities

Job Title: Lifestyle Relationship Manager

The Ultima Cards Sr. Relationship Manager is a seasoned professional role, to manage, design and creatively enhance the lifestyle experience for the Citi ULTIMA client.

Profile Pre-Requisites
- Min Work Experience: 5 years in hospitality or luxury retail or Affluent Banking
- Has a background in hospitality or luxury retail or Affluent Banking
- Strong communication and diplomacy skills required. Needs to be fluent in English and Hindi.
- Should be comfortable with Technology- Windows Microsoft, Blackberry, iPAD, etc.
- Min Education: Graduation

The candidate should possess a passion for the luxury segment market and be able to closely follow the trends and latest happenings in this sector. A genuine interest in this segment is a mandate.

The Lifestyle Relationship Manager will be the single point of contact for the client.

Irrespective of other relationships the client may have with the bank, the LRM/ PM will engage with the client for anything and everything relating to the Ultima card. Any request placed by the client on Ultima through any other channel, will need to be routed through the LRM/PM alone.

LRM Job Profile :

  • Client Account Management
  • Work in capacity of a Personal Lifestyle Consultant to the clients.
  • Understand and analyze the client and his immediate family’s interests/hobbies/dislikes.
  • The LRM/PM will need to advise clients for lifestyle experiences and proactively engage clients at least once a month via phone/email with invitations to bespoke experiences designed in house. For instance, for client who loves outdoor sports; design a complementary 2 hour windsurfing experience on his birthday.
  • As the face of the bank, the LRM/PM will need to function effectively as a seamless link between the client and the Service Provider(s). Service Providers here would include the Concierge and other similar providers.
  • Develop initiatives to increase brand awareness and establish relevant periodic engagement with clients. The LRM/PM would also supervise and track usage on the card and work in line to ensure the card remains the Client’s primary card of choice at all times.
  • Be updated on all communication sent to the client- including event invitations, fashion previews etc. and be able to converse intelligently with the client-in case of queries/suggestions.
  • Shadow follow the client on important occasions, Angel/Reminder Services should be an essential part of the service bouquet. For instance, on the his spouse’s Birthday or their Anniversary, the LRM/PM would work out a few options for celebration and call the client to remind and suggest.
  • Develop and track success metrics for all interactions to closely measure the ROI on client engagement.

BAU Requirements of the LRM:

  • Respond to all emails sent by the client within 12 hours (max)
  • Be available on a direct and personal number during working hours (9am-7pm).
  • Be the client’s primary point of contact with the Bank for any query/ request related to financial transaction or usage.
  • Also poses ability to interact and resolve client’s queries on the luxury market, in terms of latest trends or events. General knowledge on the segment will be required.

On March 30, 2022 , Citi reached an agreement with Axis Bank for the sale of Citi’s consumer businesses in India. The transaction is expected to close in the first half of 2023. As this particular role operates within the scope of Citi’s consumer businesses, the candidate will be initially required to apply to this requisition and thereafter if selected will have to apply on Axis portal (link will be shared to successful candidates). Once the candidate applies on Axis portal, the requisition will thereafter be processed by Axis Bank. By applying to this requisition, you agree and provide your consent to us to share all your information including your personal and sensitive data with Axis Bank. You further agree that once you have applied on Axis portal, you will be offered employment with Axis, and you shall not raise any claim of employment with Citi for the reason of initially having applied to Citi requisition.

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Job Family Group:

Consumer Sales

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Job Family:

Branch Sales

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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

Apply Now
  • Join our team
    of 220,000+
    strong diverse employees

  • Socially minded employees volunteering in communities across 90 countries

  • Meaningful career opportunities thanks to a physical presence in over 95 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.

Spotlight: Relationship Manager Values

  • Spotlight: Relationship Manager Values

Success Stories

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

Irina

Irina

Senior Vice President, Sales Team Leader, CPC Relationship Manager
Tenure at Citi: Just over 7 years

Learn more

How did you begin a career as a RM?

I always loved working with people and helping them to solve their issues. I focused on this when choosing my career . I wanted exposure to clients and to be responsible for managing relationships with them. Before Citi, I was managing relationships for institutional clients. When an opportunity arose to become the relationship manager for individuals here, I didn’t hesitate. This role feels more personal, more energetic and more proactive than being a relationship manager for pension funds.

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

Every client is different, their needs are different and the solutions I offer to each of them are different. My job consists of providing my clients with the investment solutions that are in line with their risk-return objectives. I also manage a team of relationship managers and make sure that they deliver the best value for their clients every single day. The beauty of my job is that every day is absolutely different and I love it.

What do you enjoy most about your role?

I love the drive, energy and freedom to do my work the way I want and deliver results my way. I love working with clients who are driven, successful and ambitious. I love my job because it makes me a better version of myself and gives a deep sense of fulfillment.

What skills have you gained as part of your job?

You have to be an excellent communicator and a good listener. You have to be empathetic, flexible, adaptable, curious, determined, energetic and passionate.

What advice would you give to someone looking to become a RM?

Love working with people. Remain calm and optimistic no matter what, be ready to accept mistakes and learn from them, and be proactive and focus on building trust with your clients. When you have trust, the rest will unfold naturally.

What makes Citi a good place to work?

When you start working here, you will never want to leave. Citi is more than just an employer; it’s family. The people you work with will make you feel at home. In addition, Citi invests heavily in its employees and organizes a wide range of international programs to make sure its people are well-developed and motivated.

Do you take part in any volunteering or special programs?

I love motivating and inspiring people. Outside of my work for Citi, I am a qualified life coach. I combine my passion for inspiration with my coaching skills, and I now run monthly “Happiness Booster” sessions for women in our business. I am also a regional ambassador for “Forward Compatibility” and run regular workshops to promote continuous self-development and growth.

Timothy

Timothy

Relationship Manager
Tenure at Citi: Citi: 11 years

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How did you begin a career as a RM?

I started as an auditor but soon felt the daily activities of the job didn’t fit my personality. A friend suggested I consider the role of a relationship manager in personal banking since I tend to enjoy dealing with people.

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

My daily activities normally start with meetings with asset class specialists about the markets. Then I move on to discussions with clients on the phone or over a meal. I like being able to find the right match and balance between my clients’ needs and the financial markets.

What do you enjoy most about your role?

I enjoy talking to my clients about themselves. Learning about how they first started out as budding entrepreneurs and junior executives or professionals. Hearing about the journey that’s taken them so far. Their success not only helps me better understand them as unique individuals but is also inspiring. It motivates me to achieve the same for myself.

What skills have you gained as part of your job?

Patience and understanding. Not so much with market timing but more so with the many different personalities I work with in our industry.

What advice would you give to someone looking to become a RM?

You don’t need to be the most charismatic and sociable individual to succeed as a RM. That could be a bit of a misconception. It’s more important that you have the tenacity to pick yourself up again and again when you fail because you will likely hit many frustrating roadblocks along the way.

What makes Citi a good place to work?

The people.

Do you take part in any volunteering or special programs?

As part of Citi, I’ve participated in a community program to help teach kids with learning disabilities.

Wang Wan

Wang

Relationship Manager
Tenure at Citi: 9 years

Learn more

How did you begin a career as a RM?

I started as a banking associate for service. I went through two years of rotations as a cash teller, greeter, service banker and a service relationship manager. Eventually, I chose to move to sales. It was a smooth and easy transition for me because I knew Citi’s culture, system and client-facing style. I was a personal banker for one year. Then I became a relationship manager for three years. Today I am a private client relationship manager.

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

My typical day starts with a morning huddle – we have scheduled days for treasury, investments and insurance updates every week. After the huddles I will sit down and plan my day. I jot down all the things I have to complete and prioritize them depending on their urgency and importance. I will usually have 2-3 appointments arranged daily. I touch base with all my clients frequently to update them on the markets and their portfolios. I really like winning each pitch and the sense of accomplishment with the closing of each transaction.

What do you enjoy most about your role?

The trust and relationship established between clients and myself.

What skills have you gained as part of your job?

The ability to communicate well. Every meeting with the client is very precious and I have to learn to convey complex information in a professional and jargon-free manner. That means tailoring my communication style is extremely important. Over the years, I have learned how to communicate differently to different groups of clients in order to gain their trust. I take pride in delivering a well-structured, accurate and clear proposition.

What advice would you give to someone looking to become a RM?

A relationship manger role has a very steep learning curve. The market is constantly changing and client demands and expectations are increasing. You need to be ready to invest time to understand the markets and establish relationships with hundreds of clients – convincing them to buy into your ideas. It takes a lot of effort, time and perseverance, and the most challenging part of the job is to deal with countless rejections and learning how to overcome them.

What makes Citi a good place to work?

It’s not a cutthroat environment, so we respect each other’s client lists – which means you can focus on the real important things in the daily job. Citi’s attractive compensation package and rewarding benefits are strong factors for me as well.

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