Client Details :

- Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients

- Citi's Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients- and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities

- Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all

Job Description:

ROLE & RESPONSIBILITIES :

Business/ Department Objectives: 

- Citi Prioirity, Citigold and Citigold Private Client (CPC) segments are exclusive and personalized propositions offered by the Retail Bank, India. Serving the needs of the emerging and Affluent Segment offering sophisticated and customized solutions across Wealth Management, Business Banking and lending products.

- Driving and transforming the new customer acquisition process, for India Retail Bank with focus on Priority and Suvidha in order to deliver a new customer journey, rooted in digital acquisition, and a transformation path to driving upsell and cross sell across Retail bank.

Core Responsibilities:

- The key objective is to enhance segment proposition across products, services, Channels and Rewards & privileges. The position is singularly responsible for offering best-in-class service excellence to Citi's clients across ALL touch points.

- Drive the acquisition and growth of Suvidha and Priority clients portfolio for the bank through Digital and Telephone Channels.

- Focus on Innovation and process improvements leading to reduced turnaround time, lower cost of acquisition and remarkable customer experience.

- Creating Digital footprints with a deepening focus on digital origination through extensive interactions with Ebiz and Technology teams

- Deliver Digi-Tel channel targets for Suvidha and Priority with an aim to grow contribution of this channel in comparison to other channels in 2-3 years.

- Formulating sales strategies to increase product volumes, drive client synergies to increase cross sell penetration.

- Collaborate with all key stakeholders to build best-in-class process for customer acquisition with focus on using Digital tools, Instant Decision across Digital & non-digital channels.

- Partner with Retail - S&D strategy team and develop sales action plans to deliver revenue, profit and improve efficiencies

- Focus activities on high potential and high probability opportunities.

- Manage Operations Risk and related controls in the process to ensure integrity and compliance with bank policies and procedures Ensure satisfactory CBORC reviews

- Work closely with Innovation Council on key Consumer Business projects and take them to logical completion within defined and agreed timelines

- Collaborate with all key stakeholders to build best-in-class process for customer acquisition with focus on using Digital tools like eKYC, Instant Decision across Digital and non-digital channels Work with technology team to work on smarter solutions

- Ensuring adherence to Compliance guidelines / Audit requirements

- Ensure compliance and integrity of the Distribution w.r.t. recruitment, sourcing and documentation.

- To cultivate a - No Surprises- culture on control aspects

Financial/ Budgetary:

- P/L Custodian - Client Net Growth, B/S growth, Revenue Drivers, X-sell penetration, Key Relationship Planning

- Service metrics - CDR, Portfolio Coverage, NPS Ratings

- Acquiring product wise numbers for the year

- Meeting the acquisition budget numbers

- Regulatory and audit requirements

Individual Contributor (IC)/Managerial

- Managerial, Senior Leadership position

Key Deliverables:

- Customer centricity approach of right need addressed at segment level

- Adequate growth in revenues, footings and profitability per client

- Ensure the NPS focus and drive better scores with clinical tracking of all metrics and parameters

- Monitor and guide each and every activity the bank manages to ensure the service standard and promise delivery to true to commitment as defined in our segment strategy

- Maintain the R/E of each segment to a profitable stage and ensure operating efficiency models are followed

- Engage with product and operations on a regular basis to ensure a continuous and consistent uptick in client experience across any touch point

- Scorching ownership on client and ensure every single product proposition is delivered in the same manner with clarity and efficiency

- Clarity on book size discipline with usage of red zone management and ensure regular upgrades and downgrades with client experience managed with right perception

- Integrate a clear model of wealth and commercial banking activities and products embedded through a holistic banker/ RM approach to ensure no limited categorization of client needs and more importantly the reverse categorization of Citi as a slotted solo platform offering

- Ensure all regional mandates on CG, CPC to be managed to India business standings being top and all global practices to be imbibed for client proposition

- Align to execution modules in a manner that is clearly focused at delivering the same to the timelines

- Clearly define the team strength activities to segment related, portfolio related and divisional interface related to streamline a single funnel approach of client experience through a solid segment team

- Update to RB head on a monthly basis on the progress and course correction on key vitals to maintain a healthy book of clients and achieve the Retail bank goals on revenue, expenses, client quality and superior engagement

- Create the adequate tools for Bankers and RMs to measure growth and ensure Key relationship plans are in place for deepening and footings growth

- Clear adherence to compliance and control measures.

- Cross sell platform and MRC program ownership

Skills:

- Digital mindset & journey orientation

- Strong leadership skills

- Managed large teams

- Strong relationship skills

- Collaborative approach

- Superior planning, organizing, strategic thinking capabilities

- Analytical capabilities.

- Digital platform competency

- Ability to break complex/abstract goals into small executable parts

ORGANIZATIONAL RELATIONSHIPS

Reports to Direct:Head Wealth Management - Retail Bank

Matrix:None

Supervises Direct:3-4

Matrix:Partnerships

Internal :Digital Sales, CBORC, Credit Ops, FRM

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