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

Customer Service Analyst

Customer Service 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: No
  • Job ID: 19015209


Description

Customer Service Analyst 2
  • Business Planning and Analysis
  • Financials and FTE Reporting
  • Budgeting, Forecasting, Reporting for APAC
  • Provide general administrative support to department e.g. distribution of mails / documents, maintaining proper filing records
  • Prepare purchase requisition / orders for vendor payment
  • On-board new starters, assist with desk allocation, phone and equipment requirement and all coordination with CRS, CSIS and CTI
  • Assist with processing of expense/ invoice claims
  • Assist with preparation of business reports / presentations
  • Coordinate department activities and events
  • Undertake other ad-hoc tacks/ projects as assigned
  • Prepare general correspondence, presentation and secretarial tasks independently
  • Filter incoming telephone calls: high degree of diplomacy and judgment need to be exercised constantly whilst dealing with other very senior executives
  • Arrange & coordinate appointments, meetings, travel arrangements, e.g. visas / flights & accommodations
  • Liaise / Coordinate with various business units for audio calls /video conference arrangements
  • Accept end-to-end ownership of client inquiries and investigations, escalating where appropriate, providing updates and feedback to clients, and acting as dedicated point of service escalation for the assigned portfolio
  • Collaborate with internal / external Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi in the view of our clients as an industry leading service provider.
  • Act as an advocate and champion for process improvements within Citi and in partnership with the client
  • Leverage relationships to defend revenue, cross sell and other product initiatives
  • Ensure that key stakeholders are kept abreast of significant customer issues
  • Respond to day-to-day issues that are raised by customer at a local level to deliver a high level of customer satisfaction
  • Oversee the roadmap to a successful local relationship with a client by understanding the client's service needs and gaps in delivery
  • Maintain knowledge of clients' primary products, system interfaces, common system breakages, and prescribed resolution process
  • Partner with Regional Service Managers to deliver process consistency, assist in root-cause analysis, identify trends and provide recommendations for client efficiency improvements
  • Act as client advocate in driving resolution for local country service issues
  • Drive consistent service against defined KPIs and contribute to achieving high client satisfaction scores


Qualifications

Lead the operational and administrative activities for the APAC TTS CO Service organization, which includes:
  • Supporting and serving as a trusted advisor to the APAC TTS Service Head
  • Oversight of APAC financials and headcount forecasting and planning, delivering strong financial management discipline
  • Acting as a main point of contact for all APAC corporate partners including: Finance, Procurement, HR, Recruitment, CRS, CSIS, COB, Legal, Risk & Controls, etc.
  • Identifying opportunities and risks; creating and executing on plans to address
  • Partner closely with TTS CO Business Managers and Service Heads on APAC related items both regional and country
  • Help manage financials and headcount control, including program/project resource and spend forecasts, actuals, variance reporting, and program closure
  • Provide transparency of APAC TTS CO Service with all key stakeholders through effective communication via activities such as town halls, organization announcements, management reporting, etc.
  • Drive resource and location strategy for the region, including the management of all hiring activities
  • Identify and implement efficiencies to improve the organization
Qualifications

Requirements:
  • Excellent communications skills. English mandatory - very good written and spoken.
  • Experience in financial reporting and budgeting
  • Strong multitasking abilities
  • Proven ability to build relationships and partnerships
  • Ability to work with senior managers and hold people accountable without formal authority
  • Understanding of complex work environment
  • Team Player
  • Good analytical skills.
  • Proficient in MS Excel and PowerPoint
  • Experience in project management/project management office a plus