증권업무부 (Custody 고객서비스 책임자)

Vista previa de la oferta

증권업무부 (Custody 고객서비스 책임자)

manager · Other

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

The Client Mgmt Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Excellent communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end across geographies and products.
• Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
• Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes.
• Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique requirements.
• Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners.
• Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider.
• Provides support and guidance to service partners to ensure a seamless client experience across regions.
• Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners).
• Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
• Acts as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities
• 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.

Qualifications:

• 5-10 years relevant experience
• Previous experience in client facing level 1 tech support or client service Excellent attention to detail and strong problem solving skills Excellent interpersonal and verbal & written communication skills Ability to thrive in a high volume team environment Ability to educate clients on navigation and functionality in a virtual environment Experience working directly with clients Ability to analyze potential issues, document the relevant details and escalate to the appropriate tech/product/etc.teams Excellent organizational, time management, and prioritization skills

Education:

• Bachelors/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

직무목표

- Custody Client 고객 서비스 책임자로서 국내/외 유가증권투자와 관련하여 각종 결제, 기업공시, 등 각종 오퍼레이션 관련 고객의 문의사항에 대한 응대를 책임 및 총괄하며, 국내/리전/글로벌 오퍼레이션 팀과 협력하여 오퍼레이션 이슈를 처리하여 고객의 서비스 만족도를 높임

주요 업무 및 책임

- Custody Client 고객 서비스 책임자로서 오퍼레이션 관련 에스컬레이션에 대하여, 리젼 및 해외 상위 오퍼레이션 책임자에게 이슈를 보고하고, 해결하는 역할.

- 신규 비즈니스 기회 및 고객서비스의 불편사항을 파악하거나, 고객관계에 이슈가 발생하는 경우 등과 관련하여 세일즈 팀과 긴밀히 협조하며, 문제해결이 어려운 경우 등 필요시 경영진에게 보고함.

- 문제발생시 고객과 Citi의 분야별 전문가 그룹(Subject Matter Expert)간 커뮤니케이션을 담당함

- 고객의 요구사항, 불만사항 보고 및 해결

- 고객서비스 향상 등을 위한 프로세스 개선

자격요건

- 유가증권 결제에 사용되는 당행 또는 시장의 결제시스템(SWIFT, BOK-Wire, SAFE+ 등) 및 Banking(해외 송금 포함)에 대한 이해

- 고객 및 리전/글로벌팀과 원활한 의사소통을 위한 영어 커뮤니케이션 능력(Verbal/Written)

- 주식, 채권 등 유가증권 관련 각종 공시에 대한 이해

- MS Office 활용 능력

- 신속하고 정확한 업무처리 능력

- 적극적이고 긍정적인 업무태도 및 원활한 대인관계, 관련팀과 유기적인 업무협조, 고객 서비스 마인드

- Custody(유가증권 결제, 공시업무 등), Treasury(외환, 파생, 채권결제 등), Banking(해외Payment 등) 관련 오퍼레이션 업무 경력 우대

근무조건

• 고용형태 : 전문직
• 연급여 : 당행 내규 및 경력에 따름
• 복지 : 당행 내규에 따름
• 근무지역 : 서울 종로구 새문안로 50 씨티빌딩

전형절차

• 서류전형 > 면접전형 > 사전점검/채용검진 > 최종합격
• 전형일정 및 각 전형 별 합격발표는 이메일을 통하여 면접 대상자에게 개별 안내 드립니다.

접수방법및기간

• 지원방법 : 당행 채용 site 접속하여 온라인 지원
• 제출서류 : 이력서 1부
• 접수기간 : 채용시까지
• Rolling Base 인터뷰 진행 (지원서가 접수된 순서대로 검토하며, 채용후보자가 조기에 선발되는 경우 접수기간 중이라도 채용 공고 종료 가능함)

유의사항

• 구직자 본인의 용모, 키, 체중, 출신지역, 혼인 여부, 재산과 구직자 본인의 직계 존비속 및 형제자매의 학력, 직업, 재산의 정보는 기재하지 마시기 바랍니다. (채용절차의 공정화에 관한 법률 제4조의 3)
• 온라인을 통해 접수한 이력서는 반환하지 않습니다. (채용절차의 공정화에 관한 법률 제11조)
• 부정한 행위(예: 채용 청탁 등)를 통해 합격한 사실이 확인된 경우, 합격이 취소될 수 있으며 향후 채용에 제한이 있습니다.
• 장애인/보훈대상자의 경우 서류전형에서 우대

• 장애인은 ‘장애인복지법 시행령’ 제2조에 따른 장애인 기준에 해당하는 자 또는 ‘국가유공자등 예우 및 지원에 관한 법률 시행령’ 제14조 제3항에 따른 상이등급 기준에 해당하는 자를 말합니다.
• 보훈대상자는 ‘국가유공자 등 예우 및 지원에 관한 법률’ 등에 의한 취업지원 대상자를 말합니다.
• 지원 시, 해당 사실을 증빙할 수 있는 서류를 추가 제출 바랍니다. (개인정보 마스킹 필수)

• 문의: 한국씨티은행 인사부 (ckirecruitment@citi.com)

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