Citi, a leading global financial services company, does business in over 100 countries, providing consumers, corporations, governments and institutions with a range of financial products and services. Our Markets and Banking business is a global leader in banking, capital markets, and transaction services, with a presence in many countries dating back more than 100 years. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity. Citi is a leader in financial services technology, building and operating innovative systems that process millions of transactions and trillions of dollars daily. Citi is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.
The FX and Local Markets businesses operate on a global 24-hour basis covering trading centers in Asia Pacific, Europe and North America. eRM Desk (eCommerce Relationship Management) coordinates/executes onboarding of Citi's clients primarily on our proprietary FX trading platforms CitiVelocity FX and CitiFX Pulse, other client-facing applications of other Markets Businesses and on Citi Markets' premium content platform CitiVelocity.com. Services provided by the desk include direct client interaction across client segments on client profile maintenance, issue and query management, trade flow monitoring and support to internal Sales teams.
Role / Position Overview
We are seeking a highly motivated candidate to join the eRM team, supporting Citi's FXLM businesses globally. The purpose of this role will be to provide the first line of support to both external and internal customers on Citi's FX trading platforms, onboard clients on e-trading platforms, perform trading related maintenance activities, and liaise with the business and technology groups in managing the customer experience and relationship. In addition, the successful candidate will be required to book/amend trades and order tickets in line with business requirements. The successful candidate will take on eRM role in Citi's offices in London and will work with the respective sales groups to provide a high level service involving client usage of internal and external applications. The candidate will also be focused on driving forward key efficiency initiatives towards customer onboarding and day-to-day platform experience.
Provide a world class support service to a geographically diverse user base
Develop expertise in the relationships between clients, sales and technology teams
Develop ability to identify live trading risk events such as from platform outages, client issues, system messaging and active client activity monitoring
Develop knowledge of trade workflows and understand booking systems and process to assist in the booking/amending of trades and orders as required by the business.
Develop in-depth knowledge of the fundamentals of FX/ FX Sales and Trading business
Collaborate effectively with colleagues globally, sharing information and knowledge effectively
Develop strong process awareness and ability to manage incidents, problems and customer escalations
Ensure all issues are tracked and work closely with business development managers to prioritize resolution
Collate customer feedback and experience and translate them into new initiatives over process and system optimization
Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients
Coordinate Issue and corrective action management processes, identifying root causes, impacts to business, and steps required. Monitor progress of corrective action plans.
Coordinate work with Subject Matter Experts of various technology related processes, as well as with levels of management during BAU risk oversight
Ability to work as part of a truly global team.
First class business training from a well-established team.
Gain experience in liaising with Trading/Sales and Technology Counterparts.
Language: Operating language English, strong preference for fluency in a secondary European language
Basic business knowledge/ understanding of financial markets and products.
Experienced in leading and managing a small team with ability to lead, coach and develop direct reports. Focus on promoting a productive work environment within team and across organization.
Promotes the professional development of self and others in the team. Proactive in coaching team members and takes opportunity to coach junior staff.
Drives key business initiatives/programs
Drives or supports timely and quality delivery of issues and action plans.
Drives the identification of risk areas, leads and performs risk assessments to deep dive into processes, risks and controls.
Excellent interpersonal and communication skills
Ability to promote positive work relationships
Ability to think clearly, analyze and resolve problems with good judgment
Displays a flexible attitude to work
Understand criticality and core concepts of information security and operational risk/controls
Essential university degree
Relevant years of experience
Experience and/or knowledge of financial and banking industry is a plus
Candidates applying for this role must be aware that it is a Certified Role, subject to the Certification Regime. The Certification Regime is one element of the Individual Accountability Regime which has come into effect on 7 March 2016. Under the Certification Regime, certain Citi entities must ensure that employees working in certain roles categorised as specified significant harm functions (Certified Roles) are assessed as fit and proper to carry out their role. Under the guidance provided by the FCA and PRA, firms should have regard to the following when assessing fitness and propriety:
Honesty, integrity and reputation
Competence and capability
In order to comply with the requirements of the Certification Regime, certain Citi entities must take reasonable care to ensure that an employee does not perform a Certified Role without first being certified as Fit and Proper. For this reason, you will be assessed for this role against the Fit and Proper requirements, as described above. This assessment will be carried out through extensive interviews, self-disclosures, permitted criminal record checks, reference checks, credit checks and other background checks. If hired for this role, you will also be required to complete an annual declaration regarding your Fitness and Propriety.
By submitting your application, you acknowledge that you have read the information above and that you are applying for a Certified Role. You also agree to Citi carrying out any additional screening required, including permitted criminal record checks, reference checks, credit checks and any other background checks.
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.
Citi is an Equal Opportunities Employer
Internal Number: 5375532
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