Vice President, Client Onboarding

Citi; Mumbai; On-site; INR 1,400,000 - 2,600,000; Full time

Job summary

Citi in Mumbai is seeking an experienced Team Lead for Asia TTS Onboarding to oversee documentation review, account maintenance and offboarding processing, ensuring timely, accurate delivery and high customer satisfaction.

The role requires 6-10 years in documentation and onboarding, strong communication, project management, and willingness to work shifted hours and weekends. You will coordinate with country stakeholders and cross-regional teams to ensure compliance and quality.

Qualifications

• 6-10 years of experience in documentation review, account maintenance and related cash products.
• Bachelor's degree in finance or economy.
• Good interpersonal communication skills.
• Clear and concise written and verbal communication skills.
• Demonstrated project management skills, including financial cost management.
• Advanced execution skills in a multi-tasking mode with exposure to customer service and system rollouts.
• Ability to achieve objectives without compromising controls and risk parameters; able to interact with senior management and regulators.
• Willing to work staggered shifts, weekends and public holidays; communicate with stakeholders across regions.

Responsibilities

• Team Lead / Management supporting customer interaction, documentation issuance and review.
• Deliver timely and accurate onboarding, maintenance and offboarding processing.
• Oversee country process, BAU management, regulatory reporting and cross-regional initiatives.
• Coordinate with country stakeholders and cross-regional teams to ensure high-quality service.
• Monitor customer satisfaction and drive process improvements.
• Ensure compliance with onboarding operations policies and guidelines.

Skills

Interpersonal skills

Project management

Multi-tasking

English proficiency

Coaching

Education

Bachelor's degree in finance or economy

Masters degree (optional)

Job description

Core Responsibilities:

• Team Lead / Management which supports customer interaction, documentation issuance and review
• The role demands a high level of diligence, motivation and organizational skills
• You will focus on timely and accurate delivery of all related to TTS Onboarding Operations functions, as well as delivering superior customer services and resolving customer issues to maintain customer satisfaction
• Day-to-day management of the Asia TTS Onboarding team primarily focusing on Maintenance and offboarding processing team, including daily management of in-process, pended, and regional service related activities, ensuring the country account opening, maintenance and offboarding requirements are clearly defined to support ALL scenarios of account opening and maintenance requirements, and delivery of very high quality service to customers and internal partners
• Responsibility to provide oversight on country process and liaison with country stakeholders for BAU management, regulatory reporting, process management and new initiative implementation
• Responsibility for various types of project management in the account services space, and managing cross-functional relationships with all countries and the regional team in Asia
• Determines new work procedures, analyses complex and variable issues with significant departmental impact involving Document Review and System Set ups
• Coordination with Country stakeholders, Client and Cross Regional Countries stakeholders

Additional Responsibilities :

• Manage performance of the team leads including day-to-day operational tasks in TTS Onboarding space primarily focusing on Account Maintenance
• Ensure consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement and efficiency/accuracy standards
• Ensure awareness and full compliance of TTS Onboarding Operations unit process, regulations, policies, guidelines, procedures, and practices
• Support and cultivate a “Service Excellence” culture among the team members
• Establish and maintain close working relationship with Host Branch and within the CSIPL itself to facilitate an open and direct communication of issues, needs, queries, etc., in such that these may be responded to in an efficient, prompt and professional manner
• Willing to embark on continuous on the job training for end to end product knowledge
• Ensure that team leads are managing the work effectively and independently with great attention to detail
• Support the Country cluster heads in handling cases and client queries
• Client Engagement Model:
• Ensure team delivers as per Service Level Agreement; timely and accurately
• Understand client requirements and implement them correctly
• Understand new customer requirements and ensure adequate support to new customer requirements and initiatives
• Monitor customer satisfaction and service level and drive process changes
• Provide innovative solutions to clients
• Manage VOC and VOE effectively

Key Deliverables:

1. Management of team leads for ensuring their key performance metrics and effective management of day to day transactions as per local operating procedures.
2. Ensure service quality is maintained
3. Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures.
4. Perform control related activities to mitigate risk.
5. Ensure the team provides the best productivity to meet SLA targets

Other:

2nd & 4th Saturday Off subject to Workflow and India Shift. 1st, 3rd and 5th Saturday will be full day working

Shift Timing: EMEA / India Shift / Early Asia shift as per Asia country assigned to support. (Like Australia, New Zealand, India, Sri Lanka, Philippines, etc.)

Candidate should be ready to work as per EMEA / Asia country holidays (Like Australia, New Zealand, India, Sri Lanka, Philippines, etc.)c.)

Qualifications:

• 6-10 years of experience in documentation review, account maintenance and related cash products.
• Bachelor's degree in finance or economy.
• 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, potentially Masters degree

\------------------------------------------------------

Job Family Group:

Customer Service

Job Family:

Institutional Client Onboarding

\------------------------------------------------------

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.

\------------------------------------------------------

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.