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Senior Manager, Cash and Trade Operations
hace 2 meses
The Senior Manager, Cash and Trade Operations will be responsible for overseeing the daily operations of multiple teams and ensuring that transactions are processed accurately and on time. This role will also involve managing staff resource allocation, developing and overseeing the budget, and resolving complex issues with significant departmental impact.
Key Responsibilities- Operational Management: Oversee daily operations for multiple teams, ensuring that teams meet performance and quality expectations.
- Staff Management: Manage staff resource allocation, assist with the development and oversight of the budget, and evaluate performance.
- Issue Resolution: Resolve complex and highly variable issues with significant departmental impact.
- Process Improvement: Ensure essential procedures are followed and contribute to defining workflow standards.
- Client Management: Manage an expanding team of TCAP/TSP staff who work closely with top-tier clients, ensuring that we are meeting their expectations and providing key metrics and deep dive analysis on our performance.
- Regional Initiatives: Drive key regional initiatives, including PACT Roll Out, TCAP Model Development, and VOC.
- Client Experience: Drive consistency in client experience across the cluster through alignment with Global approach.
- Collaboration: Collaborate with the Innovation Lab and leverage solutions to enhance employee and client experience.
- Project Management: Complete prioritization of development requests with Service Teams, and in turn with Product & Technology.
- Communication: Communicate progress of the project(s) to relevant parties and/or Section Manager, Department Manager, and Senior Management.
- Risk Management: Identify, track, and document issues and risks where appropriate.
- Project Planning: Ensure project plans are created and maintained.
- Documentation: Ensure documented reviews of project documentation take place, provide strong analytical, technical, business, and/or management expertise to the group.
- Client At Risk: Lead Client At Risk/Sensitive Client programme & calls for Trade.
- VOC Progress: Develop a robust approach to VOC Progress management, follow up, and monitoring across the cluster.
- Market and Regulatory Requirements: Keep updated on all new market and regulatory requirements affecting client portfolio/base.
- Client Experience Simplification: Simplify the client experience and eliminate delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfaction resolution.
- Client Commercialization: Lead client commercialization efforts across the region to increase online banking utilization, reduce MIFT, and roll out of key client digitization initiatives.
- Client Training and Education: Review of client-facing collaterals, including training materials, and ensure a structured process is created in relation to client training, education, and digitization.
- VOC Reporting: Lead VoC reporting & tracking, publishing regular MIS and updates to senior management for EMEA.
- Service Model Reviews: Service model reviews and enhancements to ensure optimum model in place for all segments.
- Client Inquiries and Complaints: Conduct deep dive analysis on client inquiries/MIS and provide results to senior management, including action plans and progress to reduce inquiries and improve client experience.
- Client Complaints Process: Review of Client Complaints process to ensure alignment with strategic initiatives such as VOX.
- Experience: 6-10 years of experience in a related senior level role with experience in trade/cash operations and management.
- Skills: Proven experience in creating and implementing processes that result in improved business performance, effective verbal and written communication, and analytical skills.
- Education: Bachelor's/University degree, Master's degree preferred.
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.
