Digital Client Support and Product Trainer at Citi

Job Purpose

The SSA Digital Training Consultant will be linking in with a variety of teams such as Sales, Implementation, Product, Relationship, Technology, and Operations to insure SSA training strategy is aligned and delivered in-line with best practices through a measured approach throughout the training requirements lifecycle.
Ensure that in-depth training for new and existing clients is delivered by the local hub on Citi’s digital banking products and systems, including CitiDirect BE, WorldLink, CitiConnect and API, Trade, Netting, Liquidity manager, Mobile App, etc. in close relationship with other hubs and utilizing local knowledge where required.
Provide treasury and trade product advisory to clients to create value and efficiencies within the existing client’s business environment. The ultimate goal is to achieve optimal client experience for new and existing products.

Key Responsibilities

• Link in with the Regional training leads and other local hub leads to ensure that up-to-date knowledge and standard training processes are implemented locally.
• Provide EMEA Top clients a differentiated service based on an agile, proactive and knowledge-based approach.
• Ensure delivery of training to clients in the local HUB explaining the technical, functional and business capabilities of Citi’s digital banking products.
• Continually seek quality and process improvements.
• Represent Digital training team in cross-departmental meetings, knowledge forums and client conference calls as required.
• Comply with all corporate policies and practices and adhere to audit and regulatory requirements.
• Provide clients with trusted advice that will enable them to fully appreciate the capabilities of Citi’s digital product range with detailed analysis on best practices and adopting a streamlined approach, creating efficiencies and increasing the client experience.
• Provide support to our partners in Sales, Implementation, Product, Relationship, Technology, and Operations to ensure that Citi are able to leverage the capabilities of digital products and solutions.
   

Knowledge/Experience

• In-depth knowledge of Digital TTS applications and products such as CitiDirect BE, WorldLink, CitiConnect and API, Trade, Netting, Liquidity manager, Mobile App, etc.
• Previous strong training exposure required
• Proven experience with managing client relationships and delivering a high level of service in a timely manner
• Participation in large scale projects involving multiple regions is a plus
   

Skills

• Communication
• Client-orientation with ability to proactively work across the network to ensure alignment with all parties
• Analytical skills
• Client Service
• Training skills, including large WebEx/Webinar and conference calls hosting
• Project Management
• Ability to prioritize and escalate as required
   

Qualifications

• Focus is placed on previous work experience, current skills and overall abilities.
• 8-10 years experience in a client-facing role
• EMEA wide network with partners as an advantage
• An additional major European Language(s) is an advantage.
   

Competencies

• Excellent written & oral communication – communicates complex concepts clearly and simply; adapts communication to the audience.
• Client-focused – constantly seeking to improve the client experience across EMEA’s clients
• Strong influencing and negotiation skills – quickly builds a sustainable rapport with clients and business partners.
• Problem solving – is able to think outside the box for solutions; responds with flexibility to changing circumstances and unforeseen obstacles.
• Teamwork – possesses interpersonal skills, shares information and knowledge; is able to identify experience and knowledge in others and use resources to best effect.
• Organised – manages time effectively, works within agreed time scale and reports progress as appropriate.
• Learns new information quickly.
• Ability to understand our client’s environments and processes to incorporate solutions that will generate efficiencies.