CitiConnect Technical Support - Regional Team Manager (Assistant Vice President)

Citibank; Penang; On-site; MYR 200,000 - 250,000; Full time

Job summary

A global financial services company seeks an experienced Regional Team Manager for their CitiConnect Technical Support team in Penang, Malaysia. This leadership role focuses on managing a team for optimal client experience, driving strategic improvements, and enhancing technical onboarding processes. Candidates should possess strong people management skills, technical acumen, and the ability to communicate effectively across various seniorities. The role offers a chance to make a real impact within a respected organization.

Qualifications

• Proven experience in people management and leading cross-regional teams.
• Comfortable with technical discussions and problem-solving.
• Ability to communicate effectively with clients and colleagues at all levels.

Responsibilities

• Directly manage a cross-regional team for productivity and performance.
• Create and execute a strategic vision focused on client experience.
• Drive change and seek continuous improvement in processes.

Skills

People management

Technical comprehension

Client communication

Strategic thinking

Process improvement

Change management

Job description

CitiConnect Technical Support - Regional Team Manager (Assistant Vice President)

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Citi’s Treasury and Trade Solutions (TTS) provides global solutions that can help clients drive their business forward while investing in innovation to bring new solutions to life.

The Asia‑Pacific CitiConnect Technical Support team lead role plays a key role within our global team supporting CitiConnect for the Treasury and Trade Solutions (TTS) function within our Services business.

We are looking for an experienced manager to spearhead our Technical Support team, with direct oversight of our people supporting our business in the region.

The primary role of the Technical Implementations and Support team is to work with a wide range of corporate and financial institution clients, many of which are household names, to help enable their day‑to‑day banking needs across a broad range of products. Our team helps clients to access these products and services digitally, setting up interfaces between our client’s systems and Citi, utilizing our award‑winning digital banking suite of products – CitiConnect for API, CitiConnect for Files, and SWIFT, and supporting their ongoing service support.

What you will do:

• Directly managing a cross‑regional team, ensuring delivery against the team's business goals for client execution, productivity, and performance.
• Creating and executing a strategic vision for the team primarily focused on improved client experience and positive impact on our key performance indicators (KPIs).
• Driving change and having a continuous improvement mindset, seeking to improve processes and support our global team through product enhancements and transformation initiatives.
• Coaching and mentoring your management team and selected high‑potential talent within your organisation to nurture the next generation of leaders.
• Taking a clear leadership role in supplying clients the best experience possible, and when things don’t always go to plan, leading from the front on escalations and helping your team overcome any barriers to best‑execution.
• Partnering with managers from Sales, Product, Client Service, Onboarding, and Technology partners so that, as one, we help deliver the best technical client onboarding experiences for our clients.
• Strategic thinker and executor – we aren’t just looking for ‘ideas’ we need someone who can execute their strategy and vision for the team and turn it into reality.
• People management – this is a leadership role, responsible for teams; experience with people management is important.
• Great communicator – you must be comfortable speaking with people of varying levels of seniority and technical knowledge both internally and externally, including managing client communications directly where needed.
• Technical acumen – you don’t need to be from a technology background, but you need to be comfortable diving into technical discussions, understanding technical documentation, and solving technical problems. You need to be happy getting into the detail to help your teams solve challenges, and should be comfortable talking about file/host‑to‑host and API integrations.
• Bonus points if you have any of these skills/experiences: ISO20022/XML, various connectivity protocols such as SFTP, SWIFT FileAct, EBICS – a familiarity with the message formats especially in the payments domain, and general knowledge of treasury and cash management (payments, receivables, digital banking, eCommerce).
• A good understanding of the industry and transaction banking products and services is important in order to contribute directly to the commercial objectives of the business.

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

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Family Group: Implementation

Job Family: Technical & Network Build

Time Type: Full time

Take the next step in your career, apply for this role at Citi today.

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