Citi Velocity platform serves as a web portal aggregating Citi Research, trading desk commentary, quantitative models, data and analytical tools for Citi's Sales & Trading business. This role is integral to providing exceptional client service in support of the platform. The successful candidate will join the Citi Velocity Helpdesk team, working collaboratively with respective Sales teams to deliver high-level service across both internal and external clients. A key focus will be on driving efficiency initiatives to elevate the customer experience and identify process improvements for business-as-usual (BAU) tasks.

We are seeking a highly motivated and detail-oriented professional to join our team, responsible for delivering exceptional support to our internal and external clients on the Citi Velocity platform. This role requires a strong commitment to service excellence, adherence to banking protocols, and the ability to operate effectively in a fast-paced environment.

This opportunity is within the global Citi Velocity Helpdesk team, which operates on a 24-hour basis, providing coverage across trading centers in Asia Pacific, Europe, and North America. The successful candidate will work closely with colleagues in all regions, adhering to a "follow the sun" service model to ensure seamless global operations for Citi’s most important clients. Specifically, this role will provide critical support from Mumbai during North America business hours (an overnight role), contributing to our integrated global service delivery.

ROLE & RESPONSIBILITIES

• Process and fulfill client requests efficiently related to Citi Velocity, ensuring strict adherence to Standard Operating Procedures (SOPs)
• Effectively prioritize critical and urgent requests throughout the shift. Whenever needed, act as a point of contact for the broader team, collaborate with internal partner support teams to resolve complex issues and escalations within the shift.
• Provide best-in-class support services to a geographically diverse user base, ensuring consistent quality and responsiveness.
• Communicate clearly and concisely - executive presence for dealing with internal senior management as well as client empathy to resolve issues and queries in a timely fashion.
• Collaborate effectively with the global colleagues, share information, knowledge and best practices to enhance the team capabilities and performance.
• Strong process awareness and ability to manage incidents, problems and customer escalations, while maintaining and enhancing client service levels by thoroughly understanding and diligently following Helpdesk procedures, rules and guidelines.
• Ensure full understanding and consistent compliance with all internal audit, regulatory requirements, and compliance directives.
• Operate with increasing autonomy and minimal supervision upon successful completion of training, taking ownership of tasks and driving them to completion.
• Strong leadership skills, with the ability to mobilize and influence both internal and external teams not in a direct reporting line.

QUALIFICATIONS

Education: Master’s or bachelor’s degree in a business or finance related discipline or equivalent qualification

Experience: Minimum 5 years of experience in relevant industry. Experience in Helpdesk, Service desk, or Support deck is preferred.

Skills:

• Excellent verbal and written communication skills (English). Should be comfortable interacting with internal & external stakeholders as well as the senior management team within the firm.
• Good Microsoft excel skills, well-versed with advanced excel formulas to support data tasks. Macro or visual basic experience will be preferred.
• A client-focused approach, adept at managing expectations, and a proven track record of effectively interacting with Sales teams.
• Demonstrated ability to efficiently resolve issues in time-critical scenarios, supported by strong analytical and problem-solving skills, and the ability to think clearly and resolve problems with good judgment.
• Proven ability to efficiently handle the complex and urgent tasks task or request while adhering to established procedures.
• Experience in e-Trading client services or associated operations groups within a high-availability/mission-critical environment.
• Proficient in working with external vendor platforms such as Bloomberg, AlphaSense, Visible Alpha, S&P Capital IQ, FactSet, and LSEG.
• Self-motivated, highly organized, and capable of multi-tasking, independent workflow management, prioritization, and meeting deadlines.
• Understanding of incident and problem management principles.
• Demonstrated ability to learn new business concepts quickly.
• Ability to work effectively at both strategic and tactical operational levels.
• Ability to promote a positive work environment.

Certifications: Gen-AI from reputed institute (Preferred)

• Good understanding of Gen-AI principles, models and their potential in financial services, to drive innovation and efficiency.
• Demonstrated ability to proactively leverage available Gen-AI tools for daily tasks, driving efficiency gains and contributing to process optimization.

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Job Family Group:

Institutional Sales

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Job Family:

Institutional Sales Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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