Role & Responsibilities
- Process and fulfill client requests efficiently related to Citi Velocity, ensuring strict adherence to Standard Operating Procedures (SOPs)
- Effectively prioritize critical and urgent requests throughout the shift. Whenever needed, act as a point of contact for the broader team, collaborate with internal partner support teams to resolve complex issues and escalations within the shift.
- Provide best-in-class support services to a geographically diverse user base, ensuring consistent quality and responsiveness.
- Communicate clearly and concisely - executive presence for dealing with internal senior management as well as client empathy to resolve issues and queries in a timely fashion.
- Collaborate effectively with the global colleagues, share information, knowledge and best practices to enhance the team capabilities and performance.
- Strong process awareness and ability to manage incidents, problems and customer escalations, while maintaining and enhancing client service levels by thoroughly understanding and diligently following Helpdesk procedures, rules and guidelines.
- Ensure full understanding and consistent compliance with all internal audit, regulatory requirements, and compliance directives.
- Operate with increasing autonomy and minimal supervision upon successful completion of training, taking ownership of tasks and driving them to completion.
- Strong leadership skills, with the ability to mobilize and influence both internal and external teams not in a direct reporting line.
Qualifications
Education: Master’s or bachelor’s degree in a business or finance related discipline or equivalent qualification
Experience: Minimum 5 years of experience in relevant industry. Experience in Helpdesk, Service desk, or Support deck is preferred.
Skills:
- Excellent verbal and written communication skills (English). Should be comfortable interacting with internal & external stakeholders as well as the senior management team within the firm.
- Good Microsoft excel skills, well-versed with advanced excel formulas to support data tasks. Macro or visual basic experience will be preferred.
- A client-focused approach, adept at managing expectations, and a proven track record of effectively interacting with Sales teams.
- Demonstrated ability to efficiently resolve issues in time-critical scenarios, supported by strong analytical and problem-solving skills, and the ability to think clearly and resolve problems with good judgment.
- Proven ability to efficiently handle the complex and urgent tasks task or request while adhering to established procedures.
- Experience in e-Trading client services or associated operations groups within a high-availability/mission-critical environment.
- Proficient in working with external vendor platforms such as Bloomberg, AlphaSense, Visible Alpha, S&P Capital IQ, FactSet, and LSEG.
- Self-motivated, highly organized, and capable of multi-tasking, independent workflow management, prioritization, and meeting deadlines.
- Understanding of incident and problem management principles.
- Demonstrated ability to learn new business concepts quickly.
- Ability to work effectively at both strategic and tactical operational levels.
- Ability to promote a positive work environment.
Certifications: Gen-AI from reputed institute (Preferred)
- Good understanding of Gen-AI principles, models and their potential in financial services, to drive innovation and efficiency.
- Demonstrated ability to proactively leverage available Gen-AI tools for daily tasks, driving efficiency gains and contributing to process optimization.
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Job Family Group:
Institutional Sales------------------------------------------------------
Job Family:
Institutional Sales Support------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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