SSA Trade Services Professional (TSP) Lead at Citi

To offer service support to Citi clients in Sub Saharan Africa (SSA)countries. To support the expansion of the Trade Services business and promote, cross-sell, train and support implementation of self-service tools and use of the digital channels. The incumbent may from time to time be required to lead SSA-wide projects/initiatives

Key Responsibilities:

• Manage and supervise the day to day service delivery for SSA countries.
• Manage day to day senior client contact and timely handling of client queries relating to Letters of Credit, Documentary Collections, guarantees, other trade services and trade finance products with proactive follow up with the respective Operations and Product teams.
• Maintain structured reporting of all inquiries and investigations queries handled across the client portfolios using PACT, our case tracking tool.
• Monitor trends of client queries to determine to reduce the number of routine queries via automation and process enhancements.
• Perform in-depth Root Cause Analysis for all complaints and investigations across the client portfolios.
• Administer the Voice of Client (VOC) questionnaires, follow up for responses and prepare appropriate reports for reporting at the agreed frequency.
• Review VOC metrics to fully gauge the satisfaction levels of managed clients across the client portfolios for SSA Trade.
• Monitoring of Service Levels for all managed clients across the client portfolios to ensure Service Level Agreements are adhered to and client expectations are exceeded.
• Maintain regular proactive calls with managed clients across the Corporate portfolios for SSA Trade Operations.
• New Client on-boarding and management.  Participate in hand-holding of new clients to ensure the first time utilisation of Citi’s products and channels is seamless.  Liaise with partners (Implementations, Sales, Product and Technical Partners as appropriate) to ensure new clients are trained before they present transaction documents for processing.
• Maintain active engagement with Product, Sales and Coverage partners in relation to new or changes to customer requirements.
• Improve overall relations with our client base providing clients with one-to-one support tailored to their specific business and requirements
• Active cross-selling of online self-service tools and channels such as Citidirect for Trade, Trade Advisor, to improve client experience, process efficiency and reduce the number of routine queries received.
• Identify training gaps for customers, plan and facilitate training sessions in liaison with Trade operations, Trade Products and the client Relationship managers.
• Maintain pristine controls for all aspects of the TSP function to ensure effective risk management for WCA Trade Operations.    
• Escalate customer feedback, processing delays and errors appropriately.
• Manage Creation and Reporting of SSA Trade Service Metrics

Knowledge/Experience:

• Over 7 years Trade Services and/or Finance experience within in a banking environment would be preferable.
• 2-3 years experience in a customer service type role is an added advantage
• Good Macro knowledge of trade flows would be desirable.
• At least 2 years in a supervisory position

Skills

• Excellent communication skills (written and verbal) at all organisational levels.
• Excellent working knowledge of MS Office.
• Proficient in the use of computer applications and packages.
• Ability to prioritise and organise own workload with minimal supervision
• Ability to make sound judgment.
• Excellent customer service skills - ability to empathise with customers.
• Ability to work well within team environment
• Ability to work with virtual teams.