• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2018-10-15

GCG Service Relationship Manager

GCG Service Relationship Manager

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Higher Degree
  • Job Function: Sales
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18055003


Job Purpose:
  • Provides role modeling to the CROs in her branch with focus on service delivery and operational efficiency/integrity
  • Ensures that the team of CROs operate in manner that delivers superior Citibanking experience, looks for ways to improve branch operations/service processes
  • Guides (on-the-job) and motivates the CROs to deliver the Citibank difference
  • Satisfies service needs and approaches them as service enhancements, makes appropriate referrals to the Personal Bankers, Relationship Managers etc.
  • Pays close attention to queue time and describes the various distribution channels to new and existing customers, recommending alternative Citibanking access points when appropriate, coaches staff to do the same
  • Exercises strict compliance to control requirements in all areas, including draft/CO/TC issuances, holding of currencies, ATM and branch security
  • Ensures the safety and security of the customers and Citibank's assets by complying with established policies and procedures, trains CROs on proper procedures
  • Surfaces policy/procedures exceptions and issues to management and ensures prompt resolution
  • Maintains procedure/policy/process documentation and contingency plans
  • Applies and complies with all regulatory requirements
  • Sets proper ethical tone for the CROs
  • Makes credit decisions pertaining to deposit of foreign checks, over lines, irregular signature verifications within her limits
  • Acts as a team player coach and assumes responsibilities for other members of department as required
  • Performs audits and ensures that department's cash and operational controls are maintained and exceed audit requirements
  • May have direct management responsibility over some of the CROs
  • Reconcilement of ATMs/CDMs cash to ensure that physical cash and GL tally
  • Work closely with vendor to ensure that issues pertaining to ATM/CDM are resolved promptly
  • Ensure that Vital Few measures for all ATMs/CDMs under their care are met
  • Monitor and plan cash loading schedule for ATMs/CDMs
  • Close monitoring on ECCMs to ensure that customer's issues are attended and closed promptly


  • "N"/"O"/"A" level/diploma qualifications
  • Relevant bank teller experience is preferred but not essential
  • Strong customer service skills
  • Has an eye for details
  • High integrity
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