• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2019-04-20

Client Management Lead Analyst

Client Management Lead Analyst

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 19015221


Client Mgt Lead Analyst
  • As part of one of the world's largest financial services companies with a presence in more than 100 countries, Citi has provided financial services to consumers, corporates, institutions and governments for more than 30 years. Recognized for its innovative range of global products and services.
  • The Regional Service Manager will be charged with building and maintaining client confidence and will be recognized as a service professional with the right talent and experience, the right interaction and influencing skills, to drive and encourage further business with Citi.
  • The  will be assigned a large portfolio of clients to manage, providing service oversight for their entire transactional banking relationship as well as being their point of escalation.   You will be required to partner with clients to provide proactive service and solutions and to build strong relationships with them.  Key to the role is the ability to understand clients' business.
  • Develop strong client relationships at multiple levels including senior relationships
  • Build a clear and solid understanding of each client
  • Build strong working relationships with Relationship Managers, Sales Managers, Products Managers and other internal stakeholders
  • Maintain a sound knowledge of TTS products
  • Be the escalation point for complex transactional product or service issues
  • Keep abreast of new products and services within Citi and proactively provide solutions to clients
  • Evaluate service, operational and product processes to make recommendations for improved product performance
  • Conduct meetings and customer service reviews to understand service trends and improve on the overall engagement with the client
  • Ensure retention of existing business through service excellence
  • Work in conjunction with the Citi Service team to ensure the day to day needs of the clients are met
  • Conduct monthly pulse calls to actively establish client service satisfaction levels
  • Follow departmental disciplines, such as completing call reports, maintenance of client profiles and use of tracking systems
  • Adhering to all Compliance policies


  • Knowledge/Experience:
  • Strong knowledge of Transaction Banking products. Commercial Cards and Trade beneficial
  • Strong communicator, oral, written and in public presentations
  • Strong strategic thinking ability
  • Ability to manage a large number of tasks simultaneously
  • Exemplary work ethic and positive attitude
  • Self-motivated and demonstrates high level of initiative
  • Business/Industry knowledge/competencies
  • Degree qualified or equivalent preferred with extensive business experience gained in banking
  • Previous experience in an service/account management role
Personal Attributes/Interpersonal skills
  • Excellent presentation and communication skills
  • A service professional of the highest standard with the strongest level of customer focus
  • Strong interpersonal skills
  • Self-starter who takes initiative and works with limited direction
  • Ability to innovate and proactively manage and understand customer needs  
  • Strong influencing and negotiation skills
  • Time management skills
  • Ability to work under pressure
  • Team oriented