ICM Prod Dev - Loan IQ Transformation

What is your background and how did you begin your career?

I was an insurance agent before joining Citi as a Sales Executive, and I am now a Sales Manager at Citi, where I lead one of our branch teams selling card and personal loan products. My role is to help our team improve performance and quality in order to achieve our business goals. We work together to generate ideas to find solutions for our clients.

How does your role/department impact the larger organization?

As a Sales Manager interacting with customers every day, I am directly responsible for ensuring high quality service and delivery to our customers, which is Citi’s top priority. Additionally, my leadership role is important to helping our front line sales staff achieve their personal and professional goals and, ultimately, the organization’s goals.

How did you begin a career in Wealth?

I began a career in Wealth in 2006. I wanted to move into Wealth because I believed the skills I would learn would be helpful throughout my professional career and life. This includes both financial and soft skills like how to build trust and a client base. These are vital skills I can use regardless of the trajectory of my career and life.

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

No two days are the same as a Sales Manager, and we perform many different duties depending on what is happening. Overall, I spend most of my time mentoring and developing the team to achieve sales and service targets, which is my favorite aspect of the job. I also oversee the day-to-day operations of the team, as well as design and conduct training for our sales staff.

What do you enjoy most about your role?

I most enjoy leading the team to achieve growth and helping them progress in their careers. I know I have done my job well when my team asks for higher goals and is constantly looking for ways to improve their work. As a team, we all support each other and work together to achieve our goals.

What skill set does one need to work in this area?

People skills, including both the ability to interact effectively with others and the ability to deal with various emotions, reactions, and motivations, are essential for sales and customer service, as well as to ensure the smooth functioning of an organization.

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

The most fundamental skills in Wealth are the abilities to understand the customer and his/her needs, customize packages for each individual, and ensure a smooth customer experience. These are skills that lots of people and roles possess, so it is important to look at your previous experience, understand how it is transferable to Wealth, and be able to demonstrate that you would be able to pick up knowledge of Wealth products and services.

Where can a career at Citi take you?

Citi is a great place to progress into management roles, if that is a goal of yours. You will also learn the skills and knowledge to reach your full potential professionally and personally.

What makes Citi a good place to work?

A key pillar of our culture is the willingness to help each other when we encounter difficulties, regardless of which department or team you are in. Having such a large amount of shared knowledge and the support of all our colleagues make us more confident so we can tackle anything that might arise.

Do you take part in any volunteering activities, special programs or leadership development opportunities and/or participate in any Employee Networks?

Yes, I was able to participate in special programs and leadership development opportunities. Working to exceed goals has been very rewarding, as it has given me opportunities to take incentive trips abroad. It’s a great way to celebrate milestones and enjoy reaping the rewards of hard work.

What is your background and how did you begin your career?

My name is Jaspreet and I was born and raised in Delhi. I have worked at Citi as an Affluent Client Acquisition Manager for about 2 years. Before joining Citi, I was working as a Relationship Manager. I have a Master's in Finance and I chose this field of study because I have always been interested in financial instruments. I am someone who values being able to create a vision, and then working hard to execute on it. I also make sure to pause often to celebrate my achievements, as well as the successes of the team.

How does your role/department impact the larger organization?

I am part of the Affluent Client Acquisition team, which is the engine that onboards all of our accounts. In this role, we meet people from diverse professions and backgrounds to understand how Citi’s products and services could help them achieve their financial goals. Our team is key to establishing a strong foundation for our relationships.

How did you begin a career in Wealth?

My interest started while I was getting my finance degree. That motivated me to start my banking career as a Relationship Manager, and I learnt the nuances of wealth management. After 3 years, I chose to come to Citi in order to get exposure to the complete life cycle of acquiring, onboarding, and performing financial planning for our customers.

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

My day-to-day role allows me to meet people from diverse backgrounds, from senior leaders of Fortune 500 companies to small business owners. These interactions are incredibly enriching, as I get to not only learn about their personal wealth goals, but also the nuances of their businesses and careers. I keep abreast of the current economic environment and financial markets to have meaningful discussions with my clients and to optimize acquisition effectiveness. I am also motivated to meet and onboard High Net Worth prospects through our continuous engagement thus creating a satisfying client experience. The satisfaction that I get when a client's needs are fulfilled through Citi is unparalleled. Along with that, the personal learning gained through interacting with different teams is extremely informative for me and for my personal growth.

What do you enjoy most about your role?

Meeting new people and building relations. Every day is a new learning experience where I get to meet new people and build long-term relationships to help them achieve their financial goals.

What skill set does one need to work in this area?

There are some qualities that successful salespeople need to possess. You need the obvious knowledge of financial markets so that you can lead client conversations and build client confidence that Citi’s products fit their needs. But more importantly, you need perseverance and the ability to learn every day to continually grow personally and professionally. This is what will ultimately allow you to best understand and serve your clients.

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

The wealth management industry is growing at an exponential rate, and therefore so is the demand for wealth managers. Customers today are not looking for financial products in isolation, but a holistic offering that will best meet his/her life goals and risk factors. My advice to anyone coming into this field would be to come in with passion – passion to learn, grow, and holistically address our clients' needs. To do that, one needs to be agile in their thinking and approach to communicating with clients.

Where can a career at Citi take you?

The experience of working in Citi is valuable. Citi’s global footprint gives employees opportunities to work in many business areas and across various regions of the world. We also interact with senior leadership on a day-to-day basis, which gives us in-depth knowledge and perspectives of banking and the financial services industry. There are also a plethora of opportunities and career paths employees can take. After gaining experience as a Relationship Manager, you could become a specialist in a specific product, or there are opportunities to move into B2B, the institutional side of the bank, or Citi At Work (Payroll Banking). Our career portal is dynamic and shares real-time openings across teams and divisions. The transparency gives a level playing platform for all employees to explore new opportunities.

What makes Citi a good place to work?

Citi has an incomparable culture, particularly its emphasis on diversity and inclusion and the focus on employees’ overall development. There are online training programs, upskilling sessions, and career progression portals through domestic and global mobility options. There are also programs for high performers, and Citi recognizes and rewards its employees via different platforms.

Do you take part in any volunteering activities, special programs or leadership development opportunities and/or participate in any Employee Networks?

I actively participated in the Citi India donation campaign during the pandemic, where I was able to nominate needy families whose livelihoods have been impacted by the pandemic. More than 18,000 low-income families received a month's worth of food rations and cleaning supplies. I have also taken trainings to improve my soft skills like networking, closing complex sales deals, and sales negotiation techniques.

What is your background and how did you begin your career?

I started my career as a Customer Services Officer. Within a year, I was selling small insurance products to walk-in customers. I then became a Personal Financial Consultant, before moving into SME banking. After about 3 years, I had the goal of growing my career in Consumer Banking, which is when I joined Citi in Wealth Management. Throughout my career in banking, I have been in customer-facing roles, which has always been the best part of my job.

How does your role/department impact the larger organization?

As the first point of contact for the customer, I am an ambassador for the bank and I represent the Citi brand, so it is important to communicate well and build positive relationships.

How did you begin a career in Wealth?

It was a goal of mine to go into Wealth Management because I saw how important the function is to the overall organization, as well as the development opportunities associated with the career path, given that the role is so client-facing.

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

Within Wealth Management, I’m exposed to different experiences every day. I start the day with a plan for myself, and move to speaking to both existing and new clients. Throughout the day, I collaborate with colleagues across different departments.

What do you enjoy most about your role?

What I enjoy most about my role is the diverse customer base and getting the chance to meet people from different backgrounds on a daily basis. I get the opportunity to learn about other cultures, which helps me understand different perspectives within the world in which we live.

What skill set does one need to work in this area?

Wealth managers need confidence, good communication skills, as well as strong product and market knowledge. Above all, we need a strong focus and desire to serve clients and belief in the value our products can bring to them. Wealth management also requires patience to be able to see opportunities in unlikely places.

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

Wealth is a job where you can provide real value to real people; families and individuals benefit greatly from your work, and you get to be their advisor in every financial decision. You build relationships with clients and build trust in a way that lets you hear their dreams and fears.

Where can a career at Citi take you?

Citi provides employees with international work experience, opportunities, and networks that can take their career to the next level. I am looking forward to grow my career within Citi globally on a regional level. Jane Fraser, Citi’s CEO, is my inspiration.

What makes Citi a good place to work?

Citi has the brand recognition that requires no introduction, so I feel proud to be part of this prestigious organization. What makes Citi unique is its global reach and versatility in terms of various nationalities working under one umbrella.

What is your background and how did you begin your career?

I’m a graduate from Biomedical Science. Before starting my banking career, I was in education. I started at Citi 9 years ago as a Citigold Acquisition Manager. After that, I moved on to managing a phone sales team which sold cards, loans, banking accounts, and affluent products. My current role is Citigold Team Manager.

How does your role/department impact the larger organization?

The acquisition team is usually the first person that a client meets. We give the client the first impression of the bank. My team plays an important role in helping Citi to grow. Our department is the major contributor of new clients to the business.

How did you begin a career in Wealth?

A previous colleague of mine referred me to the role. Given my background was previously in education, I was unsure of making such a big move. I eventually said yes to the role, because after the interview with my then manager, he gave me the assurance that Citi is the best place to start a banking career. Citi has always been a leader in the banking industry. I was honored to be given this opportunity to start my first banking role at Citi.

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

I am first and foremost a team manager – I am constantly working with my team to understand any issues they may be facing, setting goals and targets, and leveraging my past sales experience to role-play situations they may run into. Ultimately, it is my job to keep them motivated to continually learn and evolve our sales strategy and how we communicate with our customers.

What do you enjoy most about your role?

I enjoy talking to people, both my team members and our clients. I get a great sense of satisfaction when the team achieves their goals or when someone achieves a personal best.

What skill set does someone need to work in this area?

Interpersonal and communications skills. In sales, we need to work collaboratively, communicate effectively and have positive relationships with customers and co-workers. We are the first point of contact with clients, and if our clients' experience with us is superb, they will refer clients to Citi. Effective listening skills and being able to explain complicated subjects in a way that the listener can hear are extremely important.

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

Adaptability and flexibility are critical for working in an industry and a role that is constantly changing; we need to be able to react to changes in the market and customers’ demands.

Where can a career at Citi take you?

Citi is a leader in wealth management, and often at the forefront of dynamic and cutting-edge developments. Employees are empowered to decide their career path, and we are not limited to a singular role or place. I have been constantly challenged to step out of my comfort zone and have been able to achieve new career goals during each different stage of my life.

What makes Citi a good place to work?

Citi is a place where imagination meets empowerment, which is achieved through managers who have open conversations and encourage mobility. Citi respects hard work and supports employees in achieving their goals, enabling success in both personal and professional fronts.

Do you take part in any volunteering activities, special programs or leadership development opportunities and/or participate in any Employee Networks?

I participated in Citi’s Singapore Leadership Enhancement and Accelerated Development (LEAD) programme. It is a cross-franchise talent development program that provides high-performing employees with invaluable experiences and learning opportunities. This really helped me focus on my personal growth through interacting with different colleagues from other departments. It was extremely informative for me and gave me the opportunity to expand my network within Citi.