Client Services Desk Lead

4 days ago

Manama, Bahrain Citi Full time

The FX & Local Markets businesses operate on a global 24-hour basis covering trading centers in Asia Pacific, Europe and North America.

The Client Services team executes onboarding of Citi’s clients for these businesses primarily through Citi’s proprietary FX trading platforms. Services provided by the desk involve interaction with external institutional clients across client segments on client profile maintenance, usage of platforms, issue and query management, as well as related support to internal Sales teams.

The purpose of this role will be to provide the first line of support to external institutional clients on Citi’s FX platforms, onboard those clients on Citi’s proprietary e-trading platforms, perform trading related maintenance activities, and liaise with the business and technology groups in managing the overall customer experience and relationship with Citi.

Key Responsibilities:
Provide world-class onboarding and maintenance support to a geographically diverse institutional user base
Develop an in-depth knowledge of the fundamentals of FX/ FX Sales and Trading business and the dealing lifecycle in so much as how it benefits clients
Work with unit SMEs on various client/platform onboarding related processes, as well as with multiple levels of management during BAU risk oversight
Ensure all client issues raised during the shift are tracked and resolved closely with the controls and governance manager, leads, and other key stakeholders to prioritize resolution
Handle high risk requests for clients immediately and ensure they are escalated and socialized with the right stakeholders
Analyzes emerging exceptions and usage trends for clients, risks and work with product and tech partners on solution designs to mitigate business impact by leveraging expert analytical and technical skills.
Ensure there is a clear and distinct focus on platinum clients as regards prioritization, handling, escalation and communication
Coordinate issue and corrective action management processes, identifying root causes, impacts to business, and steps required. Monitor progress of corrective action plans. Provide appropriate guidance back to clients.
Coordinate alignment and optimization of unit processes across regions, with the assistance of the unit controls and governance manager, and leads.
Work with governance and controls manager and leads to identify, escalate and track key risk indicators
Manage the client services mailbox by way of prioritization and task assignment as required
Ensure all incoming requests are then ticketed and tracked on the appropriate technology tools

Collate customer feedback on our platforms and ensure they are translated into new class-leading initiatives on process and system optimization where applicable.

Development Value:
Opportunity to work as part of a truly global team, with oversight from experienced business managers.
Training on FX products and processes from a well-established team.
Visibility to clients and senior management especially when you are recognized as an expert in the field.

Career growth opportunities within an organization recognized as the world’s leading FX provider, having not just one but two class-leading FX trading platforms

Knowledge/Experience:
Intermediate business knowledge/ understanding of financial markets and products.
Experience in leading and managing a small team with ability to lead, coach and develop direct reports.
Experience in customer services processes, handling a large volume of client queries.

Strong process awareness of what could be termed as high risk within a given business process, and the ability to independently manage incidents, problems and customer

**Skills**:Drives key business initiatives/programs
Drives or supports timely and quality delivery of issues and action plans.
Drives the identification of risk areas, leads and performs risk assessments to deep dive into processes, risks and controls.
Exceptional interpersonal and communication skills
Ability to promote positive work relationships
Ability to think clearly, analyze and resolve problems with good judgment
Displays a flexible, positive, pro-active attitude to work
Understand criticality and core concepts of information security and operational risk/controls
- **Job Family Group**:
Technology
- **Job Family**:
Applications Support
- **Time Type**:
Full timeCiti 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.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

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