Client Success Specialist Jobs in Delaware

INTRODUCTION

The Client Onboarding Sr Grp Mgr manages multiple teams through other managers. In-depth understanding of how own sub-function contributes to achieving the objectives of the function. A good understanding of the industry, direct competitors' products and services, is also necessary in order to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication/negotiation may be necessary. Responsible for executing functional strategy in area managed. Determines approach to implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation and contribution to future strategy of the area(s). Impact reflects size of team managed, strategic influence on the business and interaction with other functions or businesses. Full management responsibility for multiple teams, including management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. May be doing involved or responsible for diverse (cross-discipline) activities. Typically, a direct report to a C16 role and function as an integral member of the functional leadership team within a country/site location, job family, or line of business.

Responsibilities

- Strategic professional who anticipates and designs changes to business systems, processes and tools within an area of expertise.
- May manage a large/complex global organization with responsibility for full range of a business function.
- Partners with other Citi business units and strives to facilitate their success. Often requires development of new concepts and approaches to solving issues affecting business/geographic region or a major segment of it.
- Manages financial budget for multiple and global departments.
- Supports a wide range of internal clients (product, sales, client delivery, and Customer Service) and external corporate clients. Builds credibility and trust with the senior management team across the regions.
- Manages multiple high priority visible projects. Reviews and analyzes data on productivity and efficiency; makes strategic decisions on solutions and improvements; present recommendations to organization and senior management.
- Develops strong partnership with Compliance/Risk, Finance, and HR. Applies broad and comprehensive understanding in multiple functional areas as well as underlying business principles.
- Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas. Impeccable integrity and judgment.
- Frequently involved in a variety of broad based and complex issues requiring conceptual thinking. Requires advanced judgment and conducts in-depth quantitative or qualitative analysis to structure and solve problems and develop new, innovative solutions. Sought after for technical expertise and insight into business initiatives, solutions or projects.
- Maintains detailed understanding of the business and applies industry and market knowledge to drive improvements within the functional area. Determines strategic approach and is responsible for implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation and contribution to future strategy of the area(s).
- Significant impact on the business by making decisions that determine technical approaches and strategies for the area.
- Proven ability to manage complex issues and implement and manage a successful risk/control environment. Execution focused, overcomes obstacles and minimizes bureaucracy. Champions mobility, diversity, training, compliance initiatives.
- Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources. Influences and negotiates with senior leaders (across functions); may communicate with external parties. Full management responsibility of an Operations department, including management of people, budget and planning.
- Provides strategic direction for departments managed. Drives end results of an area and exercises control over resources, policy formulation and planning. Activities primarily affect a sub function. Engages in short to medium-term planning of actions and resources for own area. Manages complex and highly variable issues with substantial departmental/product impact.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

QUALIFICATIONS

- Extensive managerial experience required
- Exceptional track record in people leadership. Strong senior stakeholder management experience. Experience in Reference Data Management. Familiarity with external products and services that add value to client and operation reference data management. Sound knowledge of Transactional Life Cycles, Reference Data Management and Settlement process of Securities. Strong academic qualifications would be desirable.
- Exceptional spoken and written English skills. Strong Microsoft skills: Word, Excel, PowerPoint. Strong focus on Control and Process optimization and documentation. Proven project and process management skills. Proven people management. Proactive and able to work on own initiative. Flexibility. Good communication skills with the ability to be assertive. Organized with an excellent attention to detail. Ability to focus on high quality work while under pressure. Comfortable working with large quantities of data. Comfortable working independently in a dynamic and challenging environment. Proficient knowledge of English (written and spoken).

Education

- Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience

ADDITIONAL JOB DESCRIPTION - SERVICES CLIENT ONBOARDING TRANSFORMATION HEAD

The role is part of the Services Client Operations Onboarding Transformation Team and is responsible for driving the strategic development of the Global Client Services Onboarding offering to our clients. The successful candidate will be responsible for ensuring we have the appropriate strategies, tools, and models to execute our key transformation initiatives to support our Onboarding Product line. The Global Client Services Onboarding Team is responsible for the opening, maintenance and closure of all client cash accounts, and implementation of Services Product Onboarding, spanning across seven clusters, which forms the basis of our Corporate, Public Sector, Financial Institutions and CCB client relationships and product offerings. The global team consists of over 2000 FTE of direct and extended workforce located across our centralized hubs and decentralized branches. They must be able to participate as part of the Services Client Operations Senior Transformation Management Team, partnering with key internal and external stakeholders to drive the vision and strategy of the business, ensuring the optimisation of the Client Onboarding footprint.

JOB BACKGROUND/CONTEXT

Citi Services Group provides integrated cash management, Commercial Cards and Trade Services to multinational Corporates, Financial Institutions, Public Sector organizations and Citi Commercial Bank clients across the globe. Services full range of digital and mobile enabled platforms, tools and analytics, continues to lead the way in delivering innovative and tailored solutions to its clients. It offers the industry's most comprehensive suite of Services solutions, including cash management, payments, receivables, liquidity management and Investor Services, working capital solutions, commercial and prepaid card programs, trade finance and services. Transformation of Client Onboarding is a mission critical agenda item for the Services Business. The role requires the individual to form effective working relationships globally with key clients and stakeholders – Product, Technology, Coverage, and Onboarding Operations Team Members. The individual is required to have a strong and detailed understanding of end-to-end Client Onboarding operations and act as the client advocate.

KEY RESPONSIBILITIES

- Leadership of a team of SME resources to support and execute against the Global Client Onboarding transformation strategy, inclusive of Operational Efficiency, Standardization, Digitalisation and Commercialisation
- Develop and execute a transformation program for Client Onboarding that creates material and measurable improvement in KPIs, OKRs, reduces cycle times, supports Onboarding Operations productivity targets and improves overall Client Satisfaction.
- Define end state Client Onboarding model that focuses on meeting the needs of the clients through digitalisation and self-Service capabilities.
- Identify and realise process and structural efficiency in the Client Onboarding global organisation. Deliver that efficiency to the P&L of the Services business through expense efficiency.
- Ensure our Client Onboarding model can cut across the global footprint, with focus on enhancements to connectivity, hand-offs, performance, and timeliness.
- Actively lead in the development of the business and client solutions. Ensure client solutions and capabilities have strong foundations in implementation simplicity, STP processing, risk profile and self servicing.
- Drive definition of global strategic solutions for the Services Client Onboarding function that reflect the objectives of the Services organisation strategy and are appropriately tailored and fit for purpose within the Client Onboarding product.
- Build strong and effective relationships with key regional partners in Services Sales, Product and Technology organisation.
- Develop a framework of a mutual commitment to meeting evolving business requirements and adapting to changing circumstances.
- Treat change as an opportunity to improve the service.
- Accountable for establishing and regularly testing the effectiveness of the risk and control disciplines for all processes.
- Effective management of resources to ensure capacity is appropriate, budgetary commitments are considered, and business needs are met.
- Create and maintain strong team effectiveness strategies focused on core skill building and performance management.
- Execute a communication plan to engage with the global Client Onboarding teams that provides transparency of execution and encourages participation and collaboration
- Monitor and assess the competitive landscape within the industry. Predict trends in client requirements, competitor’s solutions and strategies. Use insights to determine operating and investment strategies
- Collaborate with peer groups to ensure appropriate levels of commonality are achieved and best practice is shared and adopted.
- Effective management of resources to ensure capacity is appropriate, budgetary commitments are considered, and business needs are met.
- Keep abreast of all Regulatory and Industry changes. Plan and solution for these changes. Determine client and business impact and develop plans to ready both for change.

DEVELOPMENT VALUE

- Member of the Services Client Onboarding Senior Transformation team
- Highly visible strategic leadership role with senior level contact across Services Product, Operations, and Technology
- Management of multiple major strategic projects with significant investment spend and business dependencies

JOB FAMILY GROUP

Customer Service

JOB FAMILY

Institutional Client Onboarding

TIME TYPE

Full time

PRIMARY LOCATION

New Castle Delaware United States

PRIMARY LOCATION FULL TIME SALARY RANGE

$170,000.00 - $300,000.00 In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

MOST RELEVANT SKILLS

Please see the requirements listed above.

OTHER RELEVANT SKILLS

For complementary skills, please see above and/or contact the recruiter.

ANTICIPATED POSTING CLOSE DATE

Jun 22, 2026

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