NAM CCB Client Executive Head

The NAM CCB Client Executive Head will proactively drive improvement in Decision Maker (DM) VoC across all cash operational areas, products and platforms to ensure we exceed client’s expectations. The role is responsible for meeting with the entire Client Executive’s team on a daily basis to review all client escalations in Onboarding, Service and Product Management that are responsible for resolving the issues and providing the client with regular updates until resolved to client’s satisfaction.

• Assigned to CCB Platinum clients & New to Bank Clients
• Monthly Business Review and Client Sentiment Check-ins
• Oversight VoC Action Plans and Client Revenues

The role is responsible to review daily reporting analysis of these activities using the reporting tools GCAD, CSIP, KYC and Service Level Agreements (SLAs) to ensure they are being met and any activities outside of SLAs is promptly escalated to seniors. The team lead will also work in close partnership with control functions such as Legal, Risk, Compliance and AML/KYC teams to ensure appropriate governance and control infrastructure and be able to lead with strong governance and control. The role is responsible to ensure the Client Executives are conducting frequent touch point calls and visits with their clients, in person and via phone/Zoom, providing the clients with an analysis of the relationship using the scorecard with all activities that the Citi team is working on and gauge the client temperature to address any potential areas of dissatisfaction via the Client@Risk process.

• Compiling and analyzing data to measure performance
• Reporting on department performance to upper management
• Establishing department standards and procedures
• Design and implements training programs for the department
• Collaborate with other departments to achieve organizational goals
• Collect and analyzes functional partners metrics to ensure they meet SLA’s
• Conduct performance reviews and address skill set knowledge gaps
• Lead monthly meetings with department heads
• Hiring and training new personnel

Core Skills needed-

• 10+ years of experience
• Proven track record of successful client focused activity
• Advanced problem-solving skills
• Excellent interpersonal skills
• Committed, trusted team player
• High energy and initiative
• Effective time management and organizational skills

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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