• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 20 Feb 18

CPB - Knowledge Center, Client Enquiry & Investigation - Regional Head

CPB - Knowledge Center, Client Enquiry & Investigation - Regional Head

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Risk Management
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17048209


  • Lead and manage Knowledge Center, Client Enquiry & Investigation teams (KCCEI) in Hong Kong and Singapore to deliver business / operational advisory and support services to both internal and external clients of Citi Private Bank in Asia Pacific.

  • Knowledge Center supports Markets on their enquiries and requests related to client on-boarding, transaction booking, reporting, etc. It partners Operations & Technology and Project Teams in engaging Markets for change management
    • Helpdesk: Support enquiries and requests on processes and systems, production issues and feedbacks 
    • Education: On new banker on-boarding, system training, refresher training on processes and platforms
    • Communication: For broadcasts, marketing communication forum, focus group
    • Analytics: Provide trending and business insights on clients, products, financials and operations
    • Change: Participate in cross-functional projects and business integrations

  • Client Enquiry & Investigation provides independent channel to receive Clients' enquiries, requests and complaints. It coordinates and engages Markets, Investment, Operations, Investment Center Heads, Legal, Compliance, etc to address all clients' concerns in accordance to internal service standards and regulatory requirements.


  • Good degree in Business, Banking or Finance from a recognized university
  • Minimum 5 years of experience in managing teams from cross-border locations, with at least 8 years of banking experience, preferably in operations, projects or customer services of Private Banking / Wealth Management
  • Exposure and experience in managing operations related to call / email enquiries, training and communication.
  • Strong business knowledge with an understanding of Private Banking / Wealth Management processes, services and sales relationship and compliance/regulatory requirements
  • Strong capability in stakeholder management, able to drive review / analysis and facilitate discussion with cross-functional decision makers to agree on the final resolution of business, operational and/or technical issues
  • Good team player with strong managerial, organizational and interpersonal skills
  • Excellent verbal and written communication skills, preferably with experience in client response letters. It would be an advantage if the candidate is able to speak multiple languages i.e. Chinese, Cantonese, Bahasa Indonesia as the candidate will be working closely with Chinese and Indonesian clients.
  • Proficient in Microsoft Excel, PowerPoint, Access and Word