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Job Reference Number


Client ID:


Posted On:

May 4 2012



Job Type:





Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, and wealth management. Additional information may be found at www.citigroup.com or www.citi.com

Job Purpose:

  • Drive Service Delivery in line with agreed Key Performance Indicators thus ensuring customer and relationship expectations are met.
  • Set and Monitor SMART performance and development for the TSP team.
  • Ensure exceptional levels of customer service are achieved through close monitoring of call / email /overall service quality. Ensure that
  • Platinum / Gold customers receive the appropriate service levels.
  • Provide effective ongoing communication to the team and the business.
  • Provide support and training for the team to maximise productivity and effectiveness, setting clear objectives for improvement.
  • Assist in the creation of Personal Development Plans for the team and support development-training activities including on the job training, coaching, internal / external training courses.
  • Ensure the attendance, punctuality and conduct of all employees is appropriate and professional, ensuring adherence to all codes of practice, policies and procedures within the group.
  • New Client on-boarding and management. Work in partnership with Implementations; Sales; Product and Technical Partners.
  • Maintain pristine controls for all aspects of the TSP function to ensure effective risk management for EMEA Trade.
  • Acting as escalation point for clients, stakeholders and staff
  • Escalate customer feedback, processing delays and errors appropriately.
  • Participate and take ownership of project work, particularly the
  • Benecare and TSP Projects, driving business improvements through innovation and new initiatives.
  • Work closely with Processing, Product Service-and Account Managers, Sales and Relationship Managers.
  • Review of pended files and reports, ensuring smooth and quick processing of transactions, involving TA / Seniors as appropriate.
  • Provide support and guidance to the respective team members, monitoring and appraising them accordingly
  • Ensure compliance of all environments and adherence to process
  • Identify and develop key talent
  • Continually find ways to enhance Service Standards for clients
Skills / Qualifications:

  • Strong organisational and follow-up skills and the ability to multi-task effectively in a high volume environment.
  • Strong negotiating and influencing skills
  • Customer and people orientated
  • Ability to use own initiative and take lead to devise creative solutions
  • Strong problem-solving skills and analytical approach
  • Strong presentation and communication skills
  • Must have strong command in English
  • Additionally should be well versed in a minimum of two European languages (among - French, Spanish, German, Dutch, Italian).
  • Team player with excellent leadership and interpersonal skills
  • Experience in a financial services environment, preferably within Trade Services.
  • Working knowledge of Trade Products
  • Experience of successfully supervising / coaching employees
  • Well developed influencing and negotiating skills
  • Proven experience in building effective relationships
  • Strong ability to interact with a demanding customer-base
  • Track record of delivering innovative customer solutions in a time-critical environment
  • Decision Making
  • Prioritisation
  • Communication
  • People management skills
  • Attention to detail
  • Leadership
  • Negotiation and influencing skills
  • Resilience