TTS Cluster Client Executive (AVP/VP) at Citi

Citibank N.A. Kenya has been operating in Kenya since 1974 and has two branches in Nairobi and Mombasa, serving Corporate and Institutional clients. Citibank Kenya is the regional hub for the Citi East Africa cluster, which covers Kenya, Uganda, Tanzania and Zambia. It’s the only solely corporate bank in Kenya. Businesses Citi Kenya is structured around business segments, product groups, operations and technology and staff units. The business segment that caters to our diverse customer base is our Institutional Clients Group, which includes the global relationship banking services we provide for top-tier local corporate clients.

Job Purpose:

The Client Executive is responsible for owning, developing and growing our key Financial Institutionclient relationships ensuring client satisfaction, revenue growth, and client profitability and efficiency.

The Client Executive will interface with a portfolio of Financial Institution Clients and build long lasting trusted client relationships. The Client Executive will develop an understanding of the Client’s operating and organization’s structures, enhance the footprint of Citi products by understanding their Transaction Services needs and act as clients’ advocate within Citi to support the delivery of TTS Products.

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 Operations, Client delivery 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 closely with TTS Global/Regional Solutions Sales Specialist focusing on revenue expansion and revenue realisation through cross sell opportunities.


• Driv 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

• 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


• Ensure CADD/AML requirements met for new business opportunities and work in partnership with Operations and Implementations to ensure deals implemented and support provided to the client where necessary to drive revenue realisation


• Work in partnership with 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 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, Client Executive Head and TTS Solution Sales


• Provide support where necessary for RFP’s

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

• Liaise with Credit/Risk areas to ensure credit requests are accurately handled, participate in monthly OD management process


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


• Manage documentation deficiency and deferral process for assigned portfolio working with Risk & Compliance to ensure adherence to Citi policies


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


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


• 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 Delivery and 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 including pricing and billing issues and work with the customer and internal departments until issues are resolved.

Requirements

Knowledge/Experience:

• We are looking for a highly motivated TTS Client Executive 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 track record of successful client focused activity


• Back Office Cash Management or Trade Operations Experience Beneficial

Qualifications:

• University Degree preferred

Competencies

• Strong problem-solving skills


• Excellent interpersonal skills


• Committed


• Trusted team player


• High energy with strong initiative


• Time Management and Organisational Skills

Job Family Group: Institutional Sales

Job Family: Account Management

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