ROLE & RESPONSIBILITIES

• Process and fulfill client requests efficiently related to Citi Velocity, ensuring strict adherence to Standard Operating Procedures (SOPs)
• Effectively prioritize critical and urgent requests throughout the shift. Whenever needed, act as a point of contact for the broader team, collaborate with internal partner support teams to resolve complex issues and escalations within the shift.
• Provide best-in-class support services to a geographically diverse user base, ensuring consistent quality and responsiveness.
• Communicate clearly and concisely - executive presence for dealing with internal senior management as well as client empathy to resolve issues and queries in a timely fashion.
• Collaborate effectively with the global colleagues, share information, knowledge and best practices to enhance the team capabilities and performance.
• Strong process awareness and ability to manage incidents, problems and customer escalations, while maintaining and enhancing client service levels by thoroughly understanding and diligently following Helpdesk procedures, rules and guidelines.
• Ensure full understanding and consistent compliance with all internal audit, regulatory requirements, and compliance directives.
• Operate with increasing autonomy and minimal supervision upon successful completion of training, taking ownership of tasks and driving them to completion.
• Strong leadership skills, with the ability to mobilize and influence both internal and external teams not in a direct reporting line.

QUALIFICATIONS

Education: Master’s or bachelor’s degree in a business or finance related discipline or equivalent qualification

Experience: Minimum 3 years of experience in relevant industry (Experience in Helpdesk, Service desk, or Support deck is preferred)

Skills:

• Excellent verbal and written communication skills (English). Should be comfortable interacting with internal & external stakeholders as well as the senior management team within the firm.
• Good Microsoft excel skills, well-versed with advanced excel formulas to support data tasks. Macro or visual basic experience will be preferred.
• A client-focused approach, adept at managing expectations, and a proven track record of effectively interacting with Sales teams.
• Demonstrated ability to efficiently resolve issues in time-critical scenarios, supported by strong analytical and problem-solving skills, and the ability to think clearly and resolve problems with good judgment.
• Proven ability to efficiently handle the complex and urgent tasks task or request while adhering to established procedures.
• Experience in e-Trading client services or associated operations groups within a high-availability/mission-critical environment.
• Proficient in working with external vendor platforms such as Bloomberg, AlphaSense, Visible Alpha, S&P Capital IQ, FactSet, and LSEG.
• Self-motivated, highly organized, and capable of multi-tasking, independent workflow management, prioritization, and meeting deadlines.
• Understanding of incident and problem management principles.
• Demonstrated ability to learn new business concepts quickly.
• Ability to work effectively at both strategic and tactical operational levels.
• Ability to promote a positive work environment.

Other:

• Good understanding of Gen-AI principles, models and their potential in financial services, to drive innovation and efficiency.
• Demonstrated ability to proactively leverage available Gen-AI tools for daily tasks, driving efficiency gains and contributing to process optimization.

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Job Family Group:

Institutional Sales

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Job Family:

Institutional Sales Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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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.

 

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