SVP Banker & Client Experience, Citi Commercial Bank

Citi • New York, NY

1d • Onsite

About The Position

Citi Commercial Bank (CCB) is seeking an SVP Banker & Client Experience to provide leadership and direction to teams responsible for improving the client end-to-end experience across North America and Latin America. This role will collaborate closely with the coverage organization and key senior CCB partners, including Treasury & Trade Solutions (TTS), Commercial Lending Management (CLM), Risk, CCB Digital Platforms (CitiDirect Commercial Banking), and Markets. The objective is to review, transform, and implement improved processes to ensure an exceptional client experience throughout the entire client journey, including international expansion. The role also focuses on enhancing the Banker experience by working closely with the coverage organization. Strong communication, influencing, and diplomacy skills are essential for advocating for CCB clients within the broader Banking organization. This SVP will be instrumental in achieving increased growth plans and will lead, coordinate, and manage activities to keep the region on track. The individual is expected to work with a high degree of independence, executing across functions, geographies, and hierarchies to deliver on CCB’s Client Experience roadmap.

Requirements

• 5+ years of relevant experience
• Experience managing in a global and matrixed environment including managing cross functional areas with direct and indirect reports (e.g. risk, finance, decision management, marketing, operations)
• Working knowledge of the different systems, theories, and practices relevant to a function as well as practical experience of multiple business cycles
• In-depth knowledge of industry and competitor products/services
• Experience in multi-jurisdiction and complex settings with multiple stakeholders
• Highly collaborative team player with strong influencing skills
• Innovative and problem solving mindset
• Strong understanding of Commercial or Corporate banking
• Comfortable working with senior level executives, using strong influencing skills to achieve desired results
• Experience managing strategic partnerships across businesses
• Demonstrated track record in delivering client-centric initiatives and propose recommendations on actions and KPIs to improve client experience
• Proven strategic planning and presentation skills, ability to conduct research / analysis and organize findings
• Strong analytical skills and experience in data manipulation and analysis
• Experience with partnership management, business development, and strategic planning
• Self-starter with strong organization skills and takes initiative once given direction/ framework to execute with minimal oversight.

Nice To Haves

• Master’s degree preferred

Responsibilities

• Drive adoption of tools and processes that will improve the Client and Banker experiences.
• Own the ongoing, consistent client feedback mechanisms (Voice of Client survey, pulse surveys, joins client calls, Voice of the Employee survey, enhancements, etc.), ensuring the Business receives timely, relevant and actionable feedback from clients and employees.
• Manage Key Activity in CX platforms: Client Sentiment and Issue Pipeline (CSIP) Platform: Organize the weekly escalation calls, send out materials ahead of the call, work with the coverage teams to close out issues in a timely manner, analyze root causes for rejections and plan for training the bankers and partners to minimize rejections, send escalations to partners to accept open issues, send reminders to partners to provide updates on accepted issues, and send reminders to creators to Close issues. Analyze usage trends and send out metrics for senior reporting.
• Client@Risk process - monitor client attrition and proactively intervene on client issues when appropriate. Prepare for the bi-weekly C@R meeting by sending notifications to issue creators and issue owners reminders to attend the session to provide updates, prepare slides for the session, taking minutes and action items, following up on action items with the appropriate people before the next meeting, sending reminders to issue owners to provide updates on progress. Work with issue creators/coverage to ensure resolution is taking place in a timely fashion and escalate any delays to seniors as required. Ensure timely closure of issues once issue is resolved and ensure removal of clients from C@R upon successful issue closure.
• Produce periodic data analysis to identify issue themes and share with partner areas.
• Set up CX working group to ensure real-time Client Experience feedback is captured and systemic issues acted upon.
• Communicate priorities, roadmap and progress to CCB NAM & LATAM management and staff.
• Based on desired end-state, help create a roadmap of prioritized activities to achieve the optimal state, taking into account both client and employee feedback.
• Serve as the primary contact for partner organizations (Services, onboarding, CitiService, etc.) regarding process redesign and operational effectiveness.
• Utilize data and qualify end-user feedback to identify, reengineer and implement market-leading initiatives that elevate client delivery while optimizing operational efficiency.
• Track and measure progress via performance metrics and service level agreements to measure and sustain effectiveness in delivering end-to-end client excellence.
• Understand and influence required training plans for Banking and key partners to deliver on their commitments.
• Continually innovate client experience, monitor and understand market changes and drive necessary innovation to meet and exceed the changing needs.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior