Sanctions Operations Client Experience Manager

TTS Sanctions Ops - Client Experience Manager – VP is a management-level position responsible for accomplishing results to drive client resolution and support activities in coordination with the Sanctions Operations Hubs

Currently we are hiring for new Client Experience team that will provide dedicated service to Clients in Sanctions Screening Operations which is a specialized unit providing control services for payments.

This position requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas.  We place special emphasis on providing the highest quality services to our Clients combined with timely performance, while ensuring that operational activities are conducted in accordance with the Global Sanctions Policy.

Requirements:

• Drive the strategy for Customer Service from Sanctions perspective to deliver on Cluster needs and ensuring alignment with Global/Regional and Cluster priorities.
• Developing relationships with key clients, facilitating, and leading on-site visits and ensuring timely and appropriate client communication.
• Provide the operational and strategic leadership to deliver a high-quality service to Citi clients and all Internal stakeholders
• Investigate Sanction queries including Client interactions in line with Match Verification Guidelines
• Analyse, review, devise a strategy to friction less payments processing & increase the STP ratio.
• Timely address all the client queries & escalate appropriately if not resolved on the same day and track the responses from the clients
• Contribute to risk assessments and drive actions to address the root causes that can lead to breach of sanctions risk and reputational risk.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citi, its clients and asset
• Partner with Global Compliance Team and identify key strategic solutions to improve Client Experience
• Perform analytics to identify themes / trends / improvement opportunities and provide practical recommendations to enhance the data quality
• Work with teams to implement and monitor a robust Risk and control governance mechanism for specific KRI’s
• Publish periodical insights / Key highlights / innovations to the Senior management

Qualifications:

• 8+ years relevant experience and knowledge of various payments & exceptional knowledge of Swift, XML and various other product processors is an added advantage
• Sanctions and/or Client service knowledge
• Excellent Client communication and analytical skills
• Fluency in English, both written and spoken
• Bachelors/University degree, Master’s degree preferred, managerial experience
• Effective skills in coordinating multiple tasks
• Good knowledge of PowerPoint, Excel, Outlook, Teams associated with graphic and analytical skills

We offer:

• Competitive salary connected with annual salary review and discretionary annual performance bonus
• Career progression and visibility globally within the firm
• Working in a friendly, dynamic, supportive and diverse environment – including multiple affinity and social networks & voluntary activities to engage with
• Management supporting balanced and agile work (flexible working hours, home office)
• Possibility to develop hard and soft skills thru training programmes and learning portals

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Job Family Group:

Operations - Transaction Services

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Job Family:

Cash Management

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Time Type:

Full time

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Primary Location:

Getzville New York United States

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Primary Location Full Time Salary Range:

$82,800.00 - $124,200.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellne