Featured Advertisers
This job has been removed from the site. Here are the details which were advertised. |
View Similar Jobs View other jobs from this advertiser |
TRADE SERVICES MANAGER
Company:CITIGROUP |
||||
Job Reference Number |
14593249 |
Client ID: |
RI/12011131 |
|
Posted On: |
May 4 2012 |
|||
Location: |
IFSC DUBLIN, DUBLIN CITY CENTRE |
|||
Job Type: |
Permanent |
|||
Salary: |
NOT DISCLOSED |
|||
Benefits: |
|
|||
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
- 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
