• Competitive
  • Hong Kong
  • Permanent, Full time
  • Citi
  • 2018-10-17

Client Management Lead Analyst

Client Management Lead Analyst

  • Primary Location: Hong Kong SAR of PRC,Hong Kong,Hong Kong
  • Education: Bachelor's Degree
  • Job Function: Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18060640


Description

Client Mgt Lead Analyst
Overview of Role:
  • This position will be responsible for managing the Treasury & Trade Solutions service relationships for our Global Top Tier clients; including coordinating the delivery of consistently superior end-to-end service across regions and functions, compiling and analyzing service metrics to identify process improvements and leading regular service reviews to ensure client satisfaction
Job Descriptions:
  • Managing overall client experience across the Citi network for our clients
  • Serves as client's advocate for process optimization:
  • Analyzes client's activities and engages client/bank partners to proactively identify and implement opportunities to enhance the overall Client Experience
  • Leads regular calls and periodic service reviews, ensuring execution of action plans to address service issues
  • Monitors adherence to SLAs
  • Drives inquiry reduction and automation through process re-engineering and self-service capabilities
  • Partners with CE Transformation team for client projects
  • LEAN approach to consultation of operational efficiencies for our clients
    STP optimization
  • Reviews and understands VoC surveys, creates action plans
  • Initiates client training via Technical Advisory with EBS
  • Responsible for timely coordination of servicing needs and escalation management  of relationship-impacting issues and any change communication
  • Administers C@R issues and service related action plans
  • Support RFP presentation
  • Promote Self-Service tools to our clients and drive query reduction
    Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client's advocate, anticipating client needs, and developing client confidence in Citi's products and processes


Qualifications

  • Education:   Bachelor's degree or equivalent with 5 years relevant experience in customer service
  • Strong interpersonal skills and works well with others
  • Excellent knowledge of bank's processes/procedures/contacts and strong learning ability
  • Excellent customer service orientation and commitment to service excellence
  • Excellent quality management orientation and possesses strong process improvement orientation
  • Strong time management and organizational skills
  • Maintains a high level of professionalism and credibility in dealing with customers
  • Displays strong results orientation
  • Strong analytical and problem-solving skills 
  • Demonstrates in-depth knowledge and a high degree of expertise in a wide range of products across all product categories
  • Excellent influencing skills
  • Ability to proactively offer solutions to clients
  • Able to interact confidently with people at all levels of the management
  • Mature, professional and objective when dealing with others.
  • Fluent in Cantonese, English and Mandarin is a MUST