Latam Trade (TSP) Client Ops Head
Citi
18,325 reviews
Tampa, FL 33610
Citi
18,325 reviews
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The Cash & Trade Proc Grp Mgr. is a senior management level position responsible for accomplishing results through the management of a team or department in an effort to support clients in the opening/closing of cash accounts, movement of funds, intra-day funds management and compliance in coordination with the Operations - Transaction Services team.The objective of this role is to ensure the seamless delivery of high volume cash management and transaction services.
Responsibilities:
• Manage a Cash and Trade Operations/Transaction Services team or multiple teams
• Oversee quality reviews, end results, budget, policy formulation and planning
• Manage client transaction reporting, including new product introductions, statement migrations, branding, legal disclaimers, etc
• Resolve highly complex and varying issues that have substantial potential impact
• Apply comprehensive understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues
• Negotiate internally, often at senior levels (across functions) and with external parties, as needed
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
• Manage a team of Trade Service Professionals in Tampa CSC and Colombia hub.
• Oversight and best practices implementation across Service footprint in LatAm (Hubs and Country Service).
• Lead regional execution of the service strategy across sites.
• Increased customer satisfaction (both internal and external).
• Established credibility and strong operations, audit, and front office working relationships.
• Strong partnerships developed with our Branch Operations, Product Partners, as well all Citi Service Centers globally
• Lead and/or support Trade digitization efforts for the region.
• Demonstrates understanding of the external trends and issues impacting clients
• Lead teams to listen and learn from clients; Anticipates and addresses their emerging needs
• Develops trusted partnerships with clients by consistently delivering to our commitments in terms of expert advice, timeliness and accuracy of information.
• Acts as an escalation point of contact for any service issues.
• Meet execution targets in terms of quality of service, knowledge of product and timeliness of handling client inquires and investigations.
• Identify and implement service enhancements and process improvement.
• Defect Management, ensuring root cause analysis and corrective action plans are effective.
• Continuous assessment, tracking and training of Service Professionals to ensure optimal product knowledge and service
• Ensure continuous review of processes to identify potential control gaps and ensure upward reporting of any issues
• Immediate reporting of any Potential Los Events and Customer Complaints
• Maintain and/or improve the risk free environment required in this arena.
• Maximize process improvement/changes and develop & manage key reporting metrics
• Reduced errors and increased operating effectiveness, zero SIRTs
• Ensure teams we meet our Goals of zero holdovers
Qualifications:
• 10+ years of experience in a related role
• Experience in trade / cash operations and management, in a banking industry, managing large teams
• In-depth Cash/Trade product and operations knowledge
• Robust strategic leadership and people management skills
• Consistently demonstrates clear and concise written and verbal communication
• Demonstrated ability to remain unbiased in a diverse working environment
• Fluent in Spanish, English written and spoken. Portuguese is a plus.
Education:
• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred
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Job Family Group:
Operations - Transaction Services
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Job Family:
Cash Management
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Time Type:
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Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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