Client Access and Entitlement Associate, Officer, Mumbai

JOB PURPOSE

Citi Velocity platform serves as a web portal aggregating Citi Research, trading desk commentary, quantitative models, data and analytical tools for Citi's Sales & Trading business. This role is integral to providing exceptional client service in support of the platform. The successful candidate will join the Citi Velocity Helpdesk team, working collaboratively with respective Sales teams to deliver high-level service across both internal and external clients. A key focus will be on driving efficiency initiatives to elevate the customer experience and identify process improvements for business-as-usual (BAU) tasks. We are seeking a highly motivated and detail-oriented professional to join our team, responsible for delivering exceptional support to our internal and external clients on the Citi Velocity platform. This role requires a strong commitment to service excellence, adherence to banking protocols, and the ability to operate effectively in a fast-paced environment.

JOB BACKGROUND

This opportunity is within the global Citi Velocity Access and Helpdesk team, which operates on a 24-hour basis, providing coverage across trading centers in Asia Pacific, Europe, and North America. The successful candidate will work closely with colleagues in all regions, adhering to a "follow the sun" service Model to ensure seamless global operations for Citi’s most important clients. Specifically, this role will provide critical support from Mumbai during North America business hours (an overnight role supporting US clients), contributing to our integrated global service delivery.

NOTE: It’s EMEA shift - timing 2-11pm

ROLE & RESPONSIBILITIES

• Sales Support Associates will work with salespeople, client executives and clients to support all aspects of the client and sales lifecycle including keeping Client Insight and other internal systems active and accurate
• Process, manage and fulfill client requests related to Citi Velocity, Research Access, and Entitlements ensuring strict adherence to Standard Operating Procedures (SOPs)
• Maintain proprietary databases such as Client Insight, Entitlements manager and ensure to understand how all up-backend processes works.
• Effectively prioritize critical and urgent requests throughout the shift. Whenever needed, act as a point of contact Escalation for the broader team and collaborate with internal partner support teams to resolve complex issues within the shift.
• Provide best-in-class support and services to client, ensuring consistent quality and responsiveness.
• Communicate clearly and concisely with various teams such as helpdesk, support etc as well as client empathy to resolve issues and queries in a timely fashion. 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.
• Strong understanding of governance and controls. Ensure full understanding and consistent compliance with all internal audit, regulatory requirements, and compliance directives.
• Appropriately assess risk when granting access to Citi Velocity platform; demonstrating proper consideration for the firm’s reputation
• 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.
• Optimize processes through root cause analysis, Re-engineering and automation of high impact processes to improve sales / client experience (e.g., client access, issues, troubleshoot and seamless execution)

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

SKILLS & QUALIFICATIONS

• Master’s or Bachelor’s degree in a business or finance related discipline or equivalent qualification
• Minimum 3-5 years of experience in relevant industry. Experience in Entitlement Helpdesk, Service desk, or Support deck is preferred
• 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.
• Strong Microsoft excel skills, such as advanced excel to support data tasks. Excel macro creation, visual basic (VBA) coding, Python hands on 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.

OTHERS

• 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.
• Candidates possessing experience in workflow optimization and process enhancement are highly valued. This includes proficiency in areas such as
  • Excel Automation: Developing and implementing automated solutions within excel data.
  • Process Improvement: Identifying inefficiencies and streamlining operational workflows.
  • Backend System Optimization: Enhancing the functionality and efficiency of core systems.
  • Entitlements Matching: Expertise in aligning and managing access entitlements.

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