Head of Trade Operations and Service

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Job Overview

At Citi, we get to connect millions of people across hundreds of cities and countries every day.And we've been doing it for more than 200 years.We do this through our unparalleled global network.We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

We’re currently looking for a high caliber professional to join our team as Head of Trade Operations and Service (Internal Job Title: Customer Service Sr Manager - C13) based in Sydney. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.

The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients.

Responsibilities:

• Manage one or more teams in servicing and/or sales as well as complex and variable issues with significant impact over department(s) Evaluates team’s performance, make recommendations for pay increases, hiring, terminations and other personnel actions and maintain appropriate staffing requirements to meet operational needs, manage team to meet goals within the budget

• Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost/benefits, make recommendations, develop and oversee implementation plans

• Demonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge

• Provides evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolution

• Negotiate solutions and acts as a liaison with internal and external customers, as necessary

• Responsible for delivery of end results, shared responsibility for budget management and accountable for resource planning

• Ensure essential procedures are followed, contribute to defining standards

• Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectations

• 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

• Governance and oversight over service providers

• Responsible for operational and services delivery  (client satisfaction)

• Projects (simplification and digitization) 

Qualifications:

• 6-10 years of relevant experience

• Experience interacting with large corporate and government clients

• Senior management experience

• Consistently demonstrate clear and concise written and verbal communication

Education:

• Bachelor's degree/University degree or equivalent experience

• Master's degree preferred

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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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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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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