The Client Onboarding Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. The role acts as an SME on account opening / KYC related matters which mainly constitute adherence to FPI Regulations. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.


Responsibilities:

• Responsible for ensuring a quick and seamless onboarding and account opening experience for our clients by leading a team of CAOs. Our ultimate goal is to exceed our clients’ expectations by constantly innovating to improve the onboarding and account opening processes.
• Motivate and lead a team of CAOs to be their best every day so that the overall SLA with the clients are met thereby enhancing the overall client satisfaction levels.
• Be a driving force for positive innovation and change in order to continuously improve our onboarding and account opening for clients. This includes processes, technology, and client service.
• Act as an SME for KYC, FATCA, FPI regulations, Escrow account openings, DDP process including review of CAF forms, Renewals of FPI license etc.
• Be a proactive risk manager to ensure requests are processed in a timely manner with the highest quality
• Establish relationships and meet regularly with client executives CEs, Implementations team, DDP team etc
• Lead by example and work to onboard new client relationships and additional members by completing client risk profiles and process relationship updates using Citi onboarding applications, including processing account opening or maintenance requests in a timely manner
• Liaise with downstream partners until requests are completed and maintain constant communication with banking team partners
• Ensure all documentation received is current, accurate and complete.
• Provide the highest level of customer service and teamwork to Banking teams and other internal partners.
• 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.

Qualifications:

• 8-12 years of experience in documentation review, account Maintenance and related Cash products preferred.
• Good interpersonal communication skills. Able to communicate with internal and external business partners.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Demonstrated Project management skill including financial cost management skills.
• Advanced execution skills in a multi-tasking mode. Exposure to Customer Service and handling of system, testing and rollouts. Ability to achieve business objectives without compromising on controls and risk parameters established. Ability to interact confidently with senior management and / or regulators.
• Ability to coach and develop people, identifying and retaining talent. Able to partner with businesses and other support functions at senior levels in setting strategy and priorities. Able to strive under pressure and covert opportunity from risk. Should be open to working staggered hour /shift / over weekend and on public holidays. To ensure excellent rapport with internal stakeholders including peers and seniors and duly provide inputs to the team and ensure timely resolution of all issues, wherever there are business risks and the issues need to get addressed such cases should be raised to the senior’s forum for appropriate action and advice.
• Proficient knowledge of English (written and spoken).

Education:

• Bachelor’s/University degree or equivalent experience

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Job Family Group:

Customer Service

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Job Family:

Institutional Client Onboarding

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Time Type:

Full time

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