VP - NAM CBUSOL Client Onboarding Team Manager (Hybrid)

This role is to align with the growing new TTS demands of the CCB client-base in North America and create a renewed onboarding strategy for Citi to become a more relevant advisor and to be further integrated into the developing CCB ecosystems through seamless onboarding, advisory and strategic positioning.
 

Job Purpose:

• Leads a team with a client focus for a successful Onboarding experience for CCB clients by helping to build the foundation of Onboarding readiness for the CCB forecasted growth in the next 5+ years.
• Communicates a vision that is innovative and agile and in line with CCB forecasted client expectations and aligned to the overall CitiBusiness Online Banking strategy and goals.
• Continually developing strong relationships with CCB stakeholders (sales, coverage) to ensure alignment and momentum for a shared vision of expectations, partnership and alignment on account opening integrity.
• Drives continuous improvement and project implementation for the TTS-CCB Onboarding team. Ensures cohesion between different internal functions and teams and drives the ongoing development, growth and people stability.
• Manages a department/group consisting of employees and contractors with respect to on-time and proper execution of tasks, internal trainings, control and reporting to Senior Management. Executes on all people leadership functions, managing absence and holiday leave, remuneration etc.
• Ensures coordination of all account opening deals-monitoring reporting to various stakeholders, and queue management. Prioritisation and client TAT focus.
• Provides oversight of all processes, procedures and control functions of activities as well as taking care of on-going acquaintance of staff with new procedures, rules and regulations, external rules or with changes occurring in binding internal regulations, procedures, and bank regulations.

Key Responsibilities:

• Ensures effective operational risk management, compliance of processes with regulations - ensuring system monitoring risk including quality assurance matrices and entitlement reviews.
• Identifies risks within the managed processes and undertaking initiatives associated with prevention – this is critical to identify the nuances that cause delays within the CCB current and result in poor VOC score.  Ensures management of tools in accordance with binding regulations. Ensures proper functioning of system for monitoring quality indicators, ensuring that corrective undertakings are implemented on time and in proper manner.
• Ensures high levels of productivity across all teams. Agree, adhere to, and exceed service level agreements that appropriately support our business partners. Ensures high quality of output across teams.
• Drives improving quality processes, reduce operational costs including overtime, increasing effectiveness. Ensures efficient management information systems and capacity plans. Drives partnership with CCB units and persons as described in operational procedures, execution of communication with internal and external customers.
• Ensures effective management of initiatives and projects across internal teams, including documentation and tests whilst instilling an agile project framework mind-set. Manages migrations of new processes, functions into the team.
• Able to prioritize multiple projects, closely monitors progress and follows up accordingly. Leverages metrics to evaluate team performance and find optimization opportunities. Interfaces, influences and negotiates with senior leadership, regional business partners, vendors and any other stakeholders driving implementation initiatives.
• Ensures strong leadership standards and practices are established for all internal teams, including performance management, global project management, recruitment, coaching and feedback to staff, absence planning, compensation planning, promotion/advancement reviews, and training/development, succession planning.
• Instils a strong culture of risk awareness, client escalation avoidance, detection and prevention across teams – and manages key CCB stakeholders with appropriate updates with timely reporting and engagement.
• Prepares and supervises on time execution of the training plan for the area. Performs identification of talents and building strategy for the development of staff.
• Drives improvement opportunities arising from Voice of Customer (VOC) and Voice of Employee (VOE) questionnaires. Develops a team culture in accordance with organizational values.
• Builds and manages the supervised area, motivating staff to effective execution. Identifies and develops the effective successor. Provides strategic direction for departments managed. Brings experie