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Client Experience Team Lead

Job Req ID 22582113 Location(s) Toronto, Canada Job Category Institutional Sales
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The ideal candidate should have a good understanding/knowledge of working capital and/or cash management solutions. They should also have a good knowledge of the marketplace including competitors and trends. Excellent communication skills are required in order to negotiate internally and externally, often at a client or Citibank senior level. Determines approach to and implementation of the functional strategy for team. Is accountable for end results and has full management responsibility for team, including management of people, budget and planning. Also includes duties such as performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.

  • Provide strategic vision and direction for your team
  • Establish culture of accountability such that team is established as the advocate for the client
  • Effectively communicate and deliver against agreed strategy and goals
  • Deliver goals established for portfolio revenue retention and client satisfaction measures for your own and your team portfolio
  • Inspire and empower teams to work collaboratively to achieve superior results 
  • Provide feedback, coaching and development  and mentoring support to the Client Executives
  • Act as a point of guidance and reference to the team members for client engagements
  • Oversee the day to management of approximately 4-5 Client Executives
  • Manage the delivery of the highest level of relationship and portfolio management support across assigned client base
  • Discover and lead client productivity/efficiency projects for existing relationships regionally and globally depending on client profile
  • Lead the CE team through effective management, communication, and collaboration
  • Build strong relationships with regional and global partners  including Global Solution Sales, Product Sales, Product, Implementations, Service and Client Operations teams
  • In an effort to deliver a superior client experience guide the team in navigating our global network
  • Establish strong relationships with clients through client visits, phone calls and teleconferences
  • Take ownership for the timely management and effective resolution of any client escalations
  • Manage and report on critical issues impacting clients through to resolution
  • Manage team performance to consistently meet key performance indicators
  • Ensure team operates in line with and adheres to departmental policies / procedures
  • Lead capacity planning and management to ensure the team is rights sized to handle the daily workload and prepared for any seasonal trends / business growth


Qualifications:

  • 15+ years of experience, including 3-5+ years' managerial experience
  • Experience in financial market with thorough working capital product knowledge


This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Institutional Sales

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Job Family:

Account Management

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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

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