Client Service Manager

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we have been doing it for more than 200 years.  We do this through our unparalleled global network.  We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Citi’s Treasury and Trade Solutions (TTS) provides global solutions that can help clients drive their business forward while investing in innovation to bring new solutions to life.

We are currently looking for a high caliber professional to join our team as Client Service Manager based in Kowloon, HK. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

• We empower our employees to manage their financial well-being and help them plan for the future.

• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

In this role, you are expected to:

The Customer Account Specialist serves as the Clients’ primary contact. They provide operational account management at a corporate client level. The main responsibility is to maintain, strengthen and grow the ongoing relationship with Commercial Card Clients following set up by the implementation team and provide a single access window for client queries and concerns.

• Ensure a Seamless Transition from Implementation into Business As Usual for new programmes

• Be a single point of contact, Post Implementation for Clients and their Program Administrators (PA)

• Drive consistently high levels of client satisfaction

• Continually increase their own knowledge and understanding of the clients’ card program

• Leverage existing relationships to drive expansion of issuance among current programs

• Create opportunities for proactive program improvement in concert with Account Management and other functional areas

• Frequent proactive client communication. Lead regular conference calls. Schedule, organise and lead regular client service reviews in collaboration with Account Management and other functional areas where relevant

• Influence the client to ensure that their programme operates optimally for both them and Citi

• Day-to-day issue resolution with key contacts at the client’s organization

• Issue Escalation - Taking ownership of issues and coordinating fast resolution

• Addressing the root causes of any recurring issues with Citi and Client functions

• Assist the Call Centre and Back Office functions with day-to-day cardholder problem resolution — very little direct contact with cardholders

• Reconciliation of client financials relating to inbound payment files for onward crediting to individual cardholders

• Managing clients stock of plastic cards (if client specific) and associated collaterals related to card issuance by proactively tracking actual usage against client projections

• Identify trends and carry out margin analysis to ensure smooth operation of the program

• Create Opportunities for Proactive Programme Improvement. Practice effective continuous process improvement within Operations and  with our clients to reduce errors, bottlenecks and ultimately, costs

• Identify areas to cross sell cards products / solutions to existing clients and work with the Citi teams to develop these leads.

• Grow programmes through new countries, changes to scope, additional spend types

• Programme Maintenance

• Ongoing Programme Analysis

• Engage and coordinate relevant Citi resources as needed to support the Client e.g. Operations, Product, implementations.

Development Value:

• Cards business dynamics and Experience of a fast growing Corporate Card business.

• Client relationship management (both over the phone and face to face)

• Planning and execution skills relating to customer portfolios

• Customer management skills (large corporate clients)

• Exposure to Product Management, Front and Back Office, Operational functions

• Analytical skills (service data, programme performance data, expansion opportunities)

• Progression to CAS Roles serving the largest clients/Account Management roles

As a successful candidate, you would ideally have the following skills and exposure:

Knowledge/Experience:

• Excellent Customer Service skills

• Strong experience of Managing and developing client relationships

• Track record of driving incremental sales in existing relationships

• Knowledge of credit and debit card markets, products and processes

• Operations/Customer Service experience

Skills:

• Excellent Presentation & Communication Skills

• Highly fluent in English

• Advantageous to be fluent in French and German

• Highly articulate, with influential verbal skills and precise written skills

• Strong people skills

• Strong MS Office and system skills

• Analytical & methodical approach

• Highly numerate

• Effectively priorities time & manage deadlines

Qualifications:

• Bachelor’s/University degree or equivalent experience

• 5-8 years of relevant experience

• Candidates must be customer-oriented

• Self-motivated, highly energetic, analytical problem solvers, and possess good relationship management skills, keen attention to detail and excellent time management skills.    

Competencies

• Ability to work in a pressured environment and multi-task is essential.

• Must be proactive and prepared to investigate issues on own initiative with the minimum of information.

• Excellent communication skills & ability to communicate at all levels.

• Self-motivated and demonstrate high level of initiative.

• Display a high level of attention to detail

• Team player

• Self-motivated, highly energetic, analytical problem solvers, and possess strong relationship management skills, keen attention to detail and excellent time management skills.    

• Candidates must be customer-oriented

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today.

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