Citi APAC - TTS Global Account Manager in Hong Kong

  • Primary Location: HK

  • Education: Bachelor's Degree

  • Job Function: Sales

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 17050365

Description

Job Purpose:

Interface with a portfolio of Multinational Global Banking and TTS managed Clients to develop an understanding of their operating procedures, organisation structures and Transaction Service needs in identifying and supporting the delivery of TTS Products.

Work closely in partnership with TTS Global/Regional Solutions Sales and Coverage partners, focusing on revenue expansion and revenue realisation through cross sell opportunities.

Responsible for driving deals through Implementation ensuring ramp up of revenue from deals implemented and monitoring revenues to ensure retention of existing revenue, manage and report attrition across client portfolio

Be the client advocate in managing the Citi network, +100 countries to ensure client satisfaction.

Job Background/ Context:

  • Identify and coordinate new cross-sell opportunities within own portfolio

  • Drive revenue realisation on deals implemented in partnership with TTS Sales team and Implementations

  • Develop and maintain industry knowledge

  • Penetrate client organisation and cultivate client contacts working with the TTS Solution Sales Specialist, Operations and Client Delivery to deliver superior client satisfaction

  • Track all deals pending Implementation with Client Delivery and Operations partners

  • Work in partnership with TTS Global / Regional Solution Sales Specialist in the preparation and delivery, where applicable of Relationship Reviews

  • Review, screen and co-ordinate timely responses to all clients related enquiries either personally or through redirecting to CEM, Service, ops or appropriate Product Specialists.

  • Build effective network working closely with overseas Citibank branches to be client advocate.

Key Responsibilities:

Drive Revenue Realisation through Cross Sell and partnership with TTS Business Units

  • Work in partnership with the TTS Global/Regional TTS Solution Sales Specialist and/or Coverage partners to ensure understanding of key TTS Sales activities for portfolio and provide relevant support and drive completion of projects

  • Co-ordinate and oversee in partnership with Operations updating customer account and/or product structures

  • Responsible for incremental cross sell of new TTS products and services

  • Work in partnership with Solution Sales, Coverage and Trade Implementations for the issuance and associated documentation for Guarantee’s/LC’s

  • Assist with client communication of Product migrations, regulatory changes and market updates for portfolio

  • Coordinate and work closely with TTS Solution Sales Specialist for client TTS Relationship Reviews and call briefing memos

  • Responsible for monthly revenue analysis ensuring banks MIS systems accurately reflects TTS account profitability. Prepare summaries and forecasts communicating findings to Sector Heads, AM Head and TTS Solution Sales Specialist

Ensure compliance with TTS credit, risk and TTS Sales processes where applicable

  • Work with Coverage to ensure the clients Credit needs accurately handled, participate in monthly OD management process

  • Monitor challenged credit clients to ensure products suitable for client risk rating and classifications

  • Ensure AML enquiries handled promptly and thoughtfully ensuring adherence to Citi policies

  • Work in partnership with Operations and Legal partners for client Novations

  • Work with Global Banking partners to ensure references are provided (e.g. credit references )

  • Ensure compliance with TTS Sales processes eg. TTS Product Managed client review, Revenue reporting

Drive the Service Quality Process at the client level

  • Be the client advocate to ensure Client issues are addressed promptly working with partners in Client Operations and utilise client forums such as C@R and D@R to facilitate and drive resolution where necessary.

  • Be responsible for driving superior client satisfaction

  • Provide client feedback on product, process and service needs

  • Take ownership, lead and track specific customer issues/problems, work with partners across TTS, Service Ops and Coverage to ensure timely resolution of issues, including refunds

Knowledge/Experience

We are looking for a highly motivated TTS Account Manager working with TTS Global/Regional TTS Solution Sales Specials and Product Sales Consultants to drive revenue realisation, retention, cross sell expansion and attrition management. The individual will have a Customer Service/Client Delivery, Sales, Operations or Credit administration background, be customer focused and able to operate at all levels.

Skills

  • Proven Tracker record in managing Client relationships and resolution of client issues

  • Back Office Cash Management or Trade Operations Experience Beneficial

  • Ability to take ownership and navigate the organization.

Competencies

  • Excellent Written and Oral communication Skills

  • Analytical and Strong problem solving skills

  • Excellent interpersonal skills

  • Trusted team player

  • High energy with strong initiative

  • Time Management and Organisational Skills

Qualifications

  • Minimum 5 yrs experience in Client Management

  • Minimum 3 yrs working within the Financial service industry (preferably Corporate banking/ TTS)

  • University Degree preferred