**Responsibilities**:
- Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end across geographies and products.
- Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the general organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
- Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client's advocate, anticipating client needs, and developing client confidence in Citi's products and processes.
- Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client's business and unique requirements.
- Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners.
- Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider.
- Provides support and guidance to service partners to ensure a seamless client experience across regions.
- Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners).
- Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
- Acts as client advisor in the client's interest while driving cross-regional & cross-functional process improvement opportunities
**Qualifications**:




- 5-8 years relevant experience
- Previous experience in client facing level 1 tech support or client service Excellent attention to detail and strong problem solving skills Excellent interpersonal and verbal & written communication skills Ability to thrive in a high volume team environment Ability to educate clients on navigation and functionality in a virtual environment Experience working directly with clients Ability to analyze potential issues, document the relevant details and escalate to the appropriate tech/product/etc.teams Excellent organizational, time management, and prioritization skills
**Education**:
- Bachelors/University degree or equivalent experience
This job description provides a high-level review of the types of work performed.
Other job-related duties may be assigned as required.
- **Leadership**: Ability to inspire, motivate, and guide individuals and teams towards common goals.
- **Communication**: Excellent verbal and written communication skills to effectively convey information, provide feedback, and foster collaboration.
- **Decision-Making**: Capability to analyze situations, evaluate options, and make sound, timely decisions.
- **Problem-Solving**: Aptitude for identifying issues, developing creative solutions,



and implementing them effectively.
- **Strategic Thinking**: Visionary approach to align team activities with organizational goals and anticipate future challenges and opportunities.
- **Delegation**: Skill in assigning tasks and responsibilities appropriately to team members, empowering them, and ensuring efficient workload distribution.
- **Team Building**: Capacity to cultivate a positive and productive team environment, promoting cooperation and mutual support.
- **Conflict Resolution**: Ability to mediate disagreements and resolve conflicts constructively to maintain a harmonious work environment.
- **Performance Management**: Expertise in setting clear performance expectations, monitoring progress, providing constructive feedback, and conducting performance reviews.
- **Time Management & Organization**: Proficiency in prioritizing tasks, managing deadlines, and organizing resources effectively.
- **Adaptability**: Flexibility to adjust to changing priorities, new challenges, and evolving business environments.
- **Mentorship & Coaching**: Dedication to developing team members' skills and careers through guidance and support.
**Job Family Group**:
Customer Service
- **Job Family**:
Institutional Client Management
- **Time Type**:
Full time
- **Most Relevant Skills**
Please see the requirements listed above.
- **Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
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- View Citi's _EEO Policy Statement_ and the _Know Your Rights_ poster._

📌 Client Management Sr Analyst (Xico)
🏢 Citi
📍 Xico