Client Onboarding Manager

The role is part of the TTS North America Client Onboarding Team, which is responsible for co-ordinating client onboarding activities, including all account openings/maintenance, technical integration and onboarding of all Cash Management products across the Citi Treasury and Trade product suite.

**Job Background/context**:
Citi Treasury and Trade Solutions Group provides integrated cash management and trade finance services to multinational corporations, financial institutions, and public sector organizations across the globe. Citi Digital Working Capital, with its full range of digital and mobile enabled platforms, tools and analytics, continues to lead the way in delivering innovative and tailored solutions to its clients. It offers the industry's most comprehensive suite of treasury and trade solutions, including cash management, payments, receivables, liquidity management and investment services, working capital solutions, commercial and prepaid card programs, trade finance and services.

This role involves working within the North America TTS Cash and Trade Onboarding team delivering this wide range of product solutions within projects of varying complexity. The role requires the individual to form effective working relationships regionally and globally with key clients and stakeholders - Product, Technology, Coverage etc. The individual is required to have strong communication, diplomacy, and analytic skills.

**Responsibilities**:

- Successfully coordinate onboarding of regional and global cash management solutions of all sizes and complexities
- Continuously reduce onboarding cycle time, minimize deal slippage and associated revenue conversion lead time. Accurately report deal status, escalating effectively for “on hold” and slow moving deals
- Ensure strict adherence to defined quality standards and practices outlined in “best practices” collateral. Consistently achieve “excellent” rating in scheduled quality reviews
- Co-ordinate Sales, Product Management, Client Services and Operations partners to ensure client satisfaction - navigate bank on behalf of client, leveraging Citi's global resources and escalation channels as required to ensure smooth delivery
- Ensure detailed and timely functional partner engagement leveraging defined tools effectively (eg, CRM engagement and completed Customer Service handover process)
- Attending when necessary Client meetings in close cooperation with TTS Product Sales and Relationship Managers
- Enhanced client satisfaction should be reflected in positive client survey scores and documented during detailed post onboarding reviews
- Tracking and communicating internally the status of the deals
- Effective maintenance and communication of MIS and project metrics. Provide ongoing senior management updates on key projects as required
- Participate in staff forums and survey process
- Complete all mandatory and personal development training as stipulated by controls officer and team lead

**Qualifications**:

- A minimum of 3 to 5 years leading client projects and building excellent client experience
- Results orientation, self-starter and evidence of proactively driving projects is the conclusion
- Excellent communication, customer interaction and management skills. Negotiation and decision making / problem solving skills
- Ability to prioritize and effectively manage and navigate through multi-faceted disciplines throughout the Bank
- Ability to manage high and varying workload (i.e. volume, complexity, and composition) within a pressurized environment
- Excellent work ethic - willingness to take a “hands on” approach to ensure all elements of the client request/project is delivered as specified. Attention to detail and experience of working in a controlled environment
- Ability to thrive in a fast paced, dynamic environment with the capacity to embrace change and quickly adapt to new situations, changes in direction, and altering priorities

**Education/Certification**:

- Bachelors / University, Post Graduate degree, or equivalent experience
- Project Management Professional (PMP) or Agile Certification is an asset

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Citi Canada is an equal opportunity employer. Accordingly, we will make accommodations to respond to the needs of people with disabilities (including, without limitation, physical and mental health disabilities) during the recruitment process and otherwise in accordance with law. Individuals who view themselves as Aboriginals, members of visible minority or racialized communities, and people with disabilities are encouraged to apply.
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Client Onboarding
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, r