Wealth at Work - Client Experience Head - Director

Client Experience Group Manager

The Client Experience Group Manager is a leadership role and specializes in onboarding, focusing on delivering an exceptional client experience and ensuring efficient, scalable operational processes specific to client onboarding and ongoing account management. The role requires extensive leadership, management, and technical skills, emphasizing process improvement, risk management, and team development to achieve business objectives and maintain regulatory compliance. The position demands a blend of operational expertise, strategic leadership, strong interpersonal skills, and a commitment to continuous improvement to drive both client satisfaction and business growth.

The core function of this role revolves around overseeing operational processes for client onboarding and account management across various products and platforms. A strong emphasis is placed on providing an exceptional client experience, which necessitates detailed knowledge of products, platforms, and requirements. The role is critical in leading and advising on end-to-end process improvements, leveraging new technologies, updated workflows, and quality-driven, scalable processes to enhance the client experience.

The role encompasses critical responsibilities aimed at delivering a superior client experience while maintaining a robust control environment :

• Leadership Management : Leading a team proficient in client service, operational process management, Know-Your-Customer (KYC), and Anti-Money Laundering (AML) processes. Coaching and guiding teams to foster a culture of growth and development. Overseeing day-to-day servicing and processing activities, ensuring high service levels and compliance with policies, procedures, and regulations. Coaching staff, identifying training needs, and preparing developmental plans. Ability to take ownership, make decisions, motivate teams, implement change, and achieve results.
• Client Focus : Delivering exceptional onboarding and account management to deliver an exceptional client experience and ensuring consistency of delivery regardless of products and platforms used. Drive superior client experiences and business growth.
• Operational Process Management : Expertise in understanding the end-to-end operational processes for onboarding and account management to identify and implement improvements. Optimizing operational processes for seamless client experiences and field consistency. Streamlining processes using technology to achieve scale, drive consistent outcomes, control, and efficiencies. Evaluating technologies to improve and streamline processes.
• Problem Solving, Strategy & Delivery : Developing and implementing strategies to enhance effectiveness, delivery, and outcomes. Developing and implementing strategic solutions for improved delivery, scale, and client experience. Assessing technology solutions to enhance onboarding and account management. Regularly reviewing processes for maximum efficiencies, superior service quality, and high-quality controls. Understanding of the competitive landscape and ability to explore and drive initiatives to maintain market position and exceptional client experience.
• Communication & Influence : Collaborating with sales, product, and functional teams to implement scalable processes, drive change, and improvements. Partnering with sales, product, and operational teams to support business growth initiatives.
• Risk Assessment : Proficient about regulatory requirements and controls to assess and mitigate risk, safeguarding Citigroup's reputation, and ensuring compliance with laws, rules, and regulations. Partnering with compliance and business risk teams to measure, assess, and improve operational processes. Executing world-class client experience and maintaining a well-governed control environment.

Experience, Qualifications & Skills :

Education :