Vice President, Client Onboarding

Citigroup Inc.; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A global financial institution in Kuala Lumpur is seeking a Vice President, Client Onboarding to manage customer interactions and documentation. The ideal candidate will have over 10 years of experience in Product Implementation and demonstrate strong project management skills. This role requires excellent interpersonal communication and the ability to work under pressure. The organization fosters a culture of equal opportunity and values diverse perspectives.

Qualifications

• 10+ years of experience in Product Implementation (CASH).
• Ability to coach and develop people, identifying and retaining talent.
• Capable of achieving business objectives without compromising control.

Responsibilities

• Responsible for customer interaction, documentation issuance, review and system setups.
• Monitors customer satisfaction and service level and drives process changes.
• Ensures a robust processing environment with effective controls.

Skills

Interpersonal communication skills

Project management skills

Multi-tasking abilities

Customer service handling

English proficiency

Education

Bachelor’s or equivalent experience

Master’s degree (potentially)

Job description

Overview

At Citi, we connect millions of people across hundreds of cities and countries. 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. We’re currently looking for a high caliber professional to join our team as Vice President, Client Onboarding (Internal Job Title: Client Onboarding Lead Analyst - C13) based in KL, Malaysia.

Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decisions and manage your financial well-being to help plan for your future.

Responsibilities

• Responsible for customer interaction, documentation issuance, review and system setups.

• Demonstrates high level of diligence, motivation and organizational skills.

• Focuses on timely and accurate delivery of all account opening functions, as well as delivering superior customer service and resolution of customer issues.

• Performs day to day management of the account opening and maintenance processing, including daily management of in-process, pended, and service related activities, ensuring account opening requirements are clearly defined to support all scenarios of account opening and maintenance requirements, to include delivery of very high quality service to customers and internal partners.

• Responsible for various types of project management in the account services space, and managing cross-functional relationships with all teams.

• Determines new work procedures, analyzes complex and variable issues with significant departmental impact.

• Supports the planning and hiring of the right set of people, trains, guides, coaches, develops and appraises and rewards people based on meritocracy.

• Supports the motivation of staff through constant interaction with the team.

• Encourages cross functional training for staff to enrich their skill base.

• Optimizes manpower to achieve higher productivity levels. Identifies and develops high performers for next level jobs/mid management positions. Ensures the team delivers as per service level agreements.

• Understands client requirements and implements them correctly. Understands new customer requirements and ensures adequate support to new customer requirements and initiatives.

• Monitors customer satisfaction and service level and drives process changes. Provides innovative solutions to clients.

• Ensures a robust processing environment with effective controls. Establishes risk management practice.

• Maintains a culture of risk and controls in the team through various processes and check points. Identifies means to reduce transaction defects (internal and external). Develops performance matrices to track defects, productivity. Ensures clean audit results.

• Efficiently and effectively manages new projects and ensures smooth cutover with minimized risks.

• Engages in project planning including cost management. Develops training content, training materials, trackers for the migration.

• Supports training for new staff. Develops job descriptions for hiring. Manages subordinate supervisors and project staff. Manages occasionally complex and variable issues with significant departmental impact.

• Shares responsibility for budget, policy formulation and short-term resource planning. Maintains appropriate staffing/hiring requirements to meet operational needs. Responsible for all training and development needs for assigned personnel.

• Evaluates subordinates' performance and makes recommendations for pay increases, promotions, terminations, etc.

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citi, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervising the activity of others and creating accountability with those who fail to maintain these standards.

Qualifications

• 10+ years of experience in Product Implementation (CASH).

• 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 convert opportunity from risk. Willingness to work staggered hours/shift/weekends/public holidays.

• Proficient knowledge of English (written and spoken).

Education

• Bachelor’s/University degree or equivalent experience, potentially Masters degree.

Additional notes: Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to 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, please review Accessibility at Citi and Citi’s EEO Policy Statement and Know Your Rights poster.