Operational Client Experience Lead- Vice President (Bilingual (English/Spanish)
Tampa, Florida
Job Req ID 22506784Overview
Our employees are energetic and dedicated individuals who work in a fast-paced and challenging position that relies on the ability to think and react quickly, formulate creative solutions to pressing problems, and serve clients with dedication. Our employees serve as the human voice and personality behind the Citi brand as they provide quality customer service with each and every client interaction.
Success Profile
- Customer focused
- Enthusiastic
- Quick thinking
- Adaptable
- Efficient
- Digitally savvy
Glassdoor Reviews
Responsibilities
Citi Markets Operations is currently at a pivotal point in its evolution and journey to implement a target operating model. We take pride and are passionate about our People and our culture. We are invested in our People and their development. We are transforming and simplifying our operating model, creating an exciting environment which encourages diversity of thought and inclusion. We are a dynamic, global, and diverse Organization, with a presence in over 60 Countries; covering all front post execution Operations teams including product aligned Middle Office groups, Settlements, Margin, Asset Servicing, Listed Derivative & Commodities Operations. We support an extensive range of Capital Markets products and services including Fixed Income (FX, Rates, Credit, Muni, Cash and Derivatives) where Citi is consistently a dominant top 3 player in the market, Equity (Cash, Derivatives, Prime Brokerage, Futures, Listed Derivs, FXPB) where Citi has a significant growth program to continue to build out its capabilities and services; and Syndicates where we support both FI and EQ new issues and IPOs. Our Operations groups are core to the success of the Markets business and have significant impact across the lifecycle of a trade. We partner extensively with a range of internal stakeholders including Front Office Sales and Trading Desks, Compliance, Legal, Finance and HR; alongside having significant interaction with our external client base, playing a key role in the overall client experience. We have a Client relationship group, dedicated to overseeing the Organizational service performance and strategic partnership for our top tier client base, where we play a key role in supporting our global clients to ensure they have a first-class experience when doing business with Citi. Our Business Intelligence and Process Re-engineering group works alongside our Operations teams delivering automation solutions to solve for operational challenges. We partner with Citi’s innovation labs to drive optimization, and overall play a pivotal role in enabling us to transform to achieve our target operating model. Our Technology partners develop and implement a wide range of applications that support the Operations, Change, Design and Implementation groups in providing innovative products and solutions. We have reimagined how to provide technology and service in our domain through the alignment of our team vision, culture, and aggressive retirement plan for legacy applications and adoption of a micro-based containerized cloud environment. We encourage our people to create, explore and be adventurous whilst taking measured risk, adopting safe practices to protect the firm. Data lineage and optimization is core to how we develop our eco system. We are growing our capabilities using artificial intelligence, natural language processing and machine learning. Our roles entail ensuring we operate in a robust control environment, whilst in a fast-paced workplace. We comply with global regulations and internal policies and adopt a proactive approach to identifying opportunities to reduce risk through the continuous evaluation of our controls; to protect our clients, the firm, and our reputation. We work closely with our external global peers, partners, and regulators, and play an integral part in leading an agenda at the forefront to optimize and streamline processes and drive strategy across our industry.
Job Purpose:
We are looking for enthusiastic and energetic team players, with a strong work ethic, who will join Markets Operations. The LATAM Client Strategy Vice President will be responsible for driving and implementing the newly evolving Markets Operations Client Experience Strategy for the region. You will play a pivotal part in helping to run with our Client Service Strategy of ~7000 clients and to work closely with Business partners, external clients and internal stakeholders. This role integrates subject matter and industry expertise across operations. It requires an in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers.
Responsibilities
- Exhibits knowledge and expertise in the products and capabilities of the business.
- Develops strong relationships across all stakeholders at Citi, along with external clients. Accountable for the ongoing data remediation and the underlying client satisfaction of those data points
- Provides both tactical and strategic solutions on complicated and unique situations.
- Improve the service offered to Citi Clients.
- Lead strong governance and controls.
- Present cohesive client strategy updates to senior management
- Provides in-depth and sophisticated analysis with interpretive thinking to define problems and develop innovative solutions.
- May be responsible for a number of clients by owning the client experience relationship end to end across geography and product
- Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services.
- Ensures essential procedures are followed and contributes to defining standards. Partners with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies.
- Appropriately assess risk when 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:
- Bilingual in English and Spanish
- Significant prior financial services experience required with experience in performance measurement related work.
- 5-10 Years in Market Operations and/or Client Services
- Ability to identify and communicate risk issues, concepts, and mitigations/solutions effectively.
- Expert in MS Excel and MS PowerPoint.
- Lead change in an effort to continually improve client reporting processes Can make decisions and strategically execute.
- Strong writing and verbal communication skills are a must to effectively communicate to all levels of management, stakeholders and clients.
Knowledge/Experience:
- Self-driven & motivated individual with strong expertise in Sales Support, Middle Office or Operations
- Good understanding of current market initiatives
- Familiarity with Markets Products workflows is an added advantage
- Proven Client Service track record
- Experience in leading and driving process improvements/ client initiatives to achieve better client service
Education:
- Bachelors/University degree This job description provides a high-level review of the types of work performed. Other job-relate
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Job Family Group:
Customer Service-------------------------------------------------
Job Family:
Institutional Client Management------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Primary Location:
Tampa Florida United States------------------------------------------------------
Primary Location Salary Range:
$86,890.00 - $130,340.00------------------------------------------------------
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.
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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.
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Find out more about Customer Service job opportunities at Citi and hear from our employees as they share some of their innovative work and projects that help shape progress around the world.
Success Stories
Get inspired and hear what employees who started their careers in Customer Service have to say about Citi
What does your day-to-day job entail and what do you like most about it?
My day-to-day job entails speaking with escalated customers by phone. My job consists of reviewing customer accounts and making decisions based on specific account scenarios. As a phones supervisor, what I like most is having the entitlements to help the customer if the situation warrants it or their account qualifies. I also deal with a lot of one-off situations that aren’t very common, which makes the job interesting, too.
What do you enjoy most about your role?
What I enjoy most about my job is the ability to reassure, calm, and care for upset customers. I really enjoy making customers feel valued, acknowledged, and appreciated, even if I can’t always give them what they want. It’s extremely satisfying making someone who was angry, happy by the end of the call.
What skill set does someone working in this kind of area need?
To perform this role, you have to be an excellent communicator and phenomenal listener. You must work well under pressure, and have excellent time management. You must be confident, firm, and assertive in all situations.
What advice would you give to someone looking to break into a career in customer service?
Always use positive language, be a leader, and learn from your mistakes!
Where can a career at Citi take you?
It can take you so many places! You can do management, training, project management, and so much more; you don’t have to just be on the phones. There are many opportunities to explore!
What makes Citi a good place to work?
Citi is a good place to work because they are committed to a work-life balance. Citi is flexible with shifts offered, whether you’re a student or new parent. The pay is extremely competitive and the benefits like vacation time, health insurance, and tuition reimbursement are all added bonuses. Citi really takes care of its people.
What is the culture like at Citi?
The culture at Citi is one of the most diverse, collaborative, inviting, and personal I’ve ever experienced. The people you work with are going to be the main reason you want to stay!
How did you begin a career in Customer Service?
I worked in the restaurant business until I started at Citi in 2014. I worked my way up to management.
What does your day-to-day job entail and what do you like most about it?
Citigold agents follow through with clients from beginning to end. We solve multiple complex problems every day.
What do you enjoy most about your role?
I really like interacting with people from all over the world. I like solving complex problems presented by our clients.
What skill set does someone working in this kind of area need?
Patience and understanding are very important. When speaking with a client, you never know what is happening in their life. You need to be sensitive to their needs.
What advice would you give to someone looking to break into a career in customer service?
Don’t give up. It will seem hard in the beginning, but once you get into the swing of things it will come more easily.
Where can a career at Citi take you?
Not only can you climb the ladder within Citi but your experience here could help you with future career opportunities you may have outside of the banking world.
What makes Citi a great place to work?
Great work-life balance, amazing benefits, and vacation time.
What is the culture like at Citi?
The culture is very diverse. I also love the culture within our teams. It is like having another family at work.
How did you begin a career in customer service?
My journey with customer service began early in my work career when I used to work for the phone banking division of Citi, where providing the highest level of care to problem solve for customers was the top priority. It meant I was talking to very happy customers, upset customers, frustrated customers, etc. What I loved the most was solving customers’ issues smoothly and leaving them satisfied or even happier than when then originally called. I’m thankful I got an opportunity to make customers feel valued – irrespective of the situation.
What does your day-to-day job entail and what do you like most about it?
On a typical workday, I am responsible for overseeing a team that provides a comprehensive client service. The primary focus is on enhanced service excellence to Citibank customers across client segments and channels of delivery, and seamless execution of retail banking solutions that are within a controlled environment. Primary responsibility includes managing the level of service quality to ensure high-quality customer satisfaction in all aspects of retail branch banking processes & procedures.
What do you enjoy most about your role?
I love it when you take an unhappy customer who might be at the point of giving up and turn him/her around to a happy customer that is ready to give you another chance. I enjoy the people I work with. It is a fun and friendly atmosphere and I actually look forward to going to work every morning.
What skill set does someone working in this kind of area need?
- Patience
- Listening
- Attentiveness
- Clear communication skills
- Knowledge of the product
- Ability to use positive language
- Time management skills.
- Ability to read customers
- Goal oriented focus
- Persuasion skills
- Willingness to learn
- Most importantly - Empathy
What advice would you give to someone looking to break into a career in Customer Service?
Today’s competitive environment revolves around the “customer,” where customer is the king and choices are many. Everyone today is selling something – product, service, idea, etc. However the key differentiating factor is how you handle the customer and the level of service that is provided. Inability to provide utmost satisfaction to the customer cannot lead to a long association with the products that the franchise has to offer.
If you enjoy working with people and thrive on making others happy, a career in customer service could be exactly what you need to fulfill your ambitions. There are customer service jobs available in almost every industry. With the right skill set and the desire to help people, you’ll find a variety of different job options to consider. You’ll also have the opportunity for job growth and will be able to move up the career ladder.
Where can a career at Citi take you?
The customer service career pathway prepares you for a variety of positions that involve problem solving, meeting the needs of clients, and working with large diversified teams. Beyond the opportunities for personal growth, the road to and through customer service can lead to career advancement.
Some next-step roles may include:
- Management/Supervisory roles
- Product Development/Marketing Department
- Sales Positions
- Training & Development
- Compliance
What makes Citi a great place to work?
I believe people and a firm's culture are very important in one's decision to work at a certain company. I think I would say that what makes Citi really unique is its diversity and the ability for employees to collaborate and innovate. Our leadership is exceptional and the connection with all employees in the organization across levels is something we admire. We have 200 years of legacy, experience, and brand value that no other company can offer.
What is the culture like at Citi?
A truly strong culture that offers mutual support, promotes trust, rewards employees' efforts, and ensures that employees know their work is meaningful. This is clearly visible in our mission to “serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress” and how all employees are aligned to this.
How did you begin a career in customer service?
I first started working in customer service in retail. I spent a lot of time helping people find things and answering questions about products. I learned early on that sometimes people don’t know what they need, so it’s important to ask questions and get to know your customer a little.
What does your day-to-day job entail and what do you like most about it?
My day is spent reviewing disputes with our card members and helping them understand the current status of their dispute. Educating our card members about their disputes is very important, as it’s a confusing process. I like the challenge that is presented. Every call is different and finding the solution can sometimes be more complicated than it appears.
What do you enjoy most about your role?
Every call, even calls about the same kinds of disputes, can be different. This can keep the calls fresh and prevent you from settling into a boring humdrum of repetition. The people that I work side-by-side with are great.
What skill set does someone working in this kind of area need?
Patience and empathy. A lot of calls are from people who don’t understand the process and want to know why a charge was put back on their account. We have to take the time to understand their point of view and educate them on the best path to take to move the dispute forward.
What advice would you give to someone looking to break into a career in customer service?
Don’t take things personally. You’re going to occasionally get a call where someone is mad and they are yelling. These people are mad at a situation, not at you. Also, if you don’t know the answer, take the time to ask someone.
Where can a career at Citi take you?
Citi is full of opportunities! There are many different departments and various opportunities to move up. Work hard and stick with it and you can achieve any kind of goal.
What makes Citi a good place to work?
The environment at Citi is great. There’s a certain solidarity in Citi amongst everyone. Also, hard work pays off and is recognized.
What is the culture like at Citi?
Citi cultivates a culture of oneness and respect. I can talk to anyone from anywhere in the country in Citi and get the sense that we’re on the same team. I’ve seen this company bend over backwards to go out of its way to help its employees and accommodate them. There’s a very real sense that Citi cares.
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