Trade Service Professional (TSP) Supervisor, Superviseur des professionnels des services commerciaux (TSP), Douala, Citibank

Trade Service Professional (TSP) Supervisor, Superviseur des professionnels des services commerciaux (TSP), Douala, Citibank

Role Responsibilities/ Responsabilités du rôle

Overview

Acting as the functional heart of our business, Operations makes everything work on time and on target, in a world that demands lightning-fast transaction speeds, pinpoints execution accuracy and full visibility. It ensures global transactions flow smoothly around the clock, wherever we do business. Without it, the daily clearance, settlement and execution of a trillion dollars’ worth of trades and the weekly movement of tens of billions of dollars in dozens of world currencies would come to a complete standstill.

Back to navigation (Overview)

Success Profile

You’ll have strong communication, planning and organizational skills which will benefit you and the team. Our teams need individuals who can research, process, and interpret large amounts of information everyday which will allow you to make ethical decisions with integrity

Analytical

Adaptable

Logical

Quick-thinking

Multi-tasker

Efficient

Back to navigation (Success Profile)

Responsibilities

The Trade Service Professional (TSP) Supervisor.

The role of the Trade Service Professional is to offer a specialized service support to clients utilizing Trade Products.  They are the first point of contact for trade related queries.  They are expected to apply knowledge of the product, technical expertise and professional principles to execute on the objective of the Trade function.  They are expected to ensure quality and service of self and others to realise consistently high client satisfaction levels.

The TSP is an important agent for providing Citi clients with “best in class” service through streamlined operations delivery, innovative client solutions, clear, concise and timely responses to queries, Trade related issues and timely escalation of any issues to operations managers.

Trade Service Professional (TSP) Supervisor, based in Cameroon will offer service support to Citi clients in West Central Africa (WCA) countries; that is Cameroon, Congo, Gabon, Senegal and Cote D’Ivoire. To support the expansion of the Trade Services business and promote, cross-sell, train and support implementation of self-service tools and use of the digital channels.   The incumbent may from time to time be required to lead SSA-wide projects/initiatives.

The incumbent will supervise the overall Trade service delivery in WCA countries.

Responsibilities:

Key Responsibilities:

​Manage and supervise the day to day service delivery for WCA countries.

Manage day to day senior client contact and timely handling of client queries relating to Letters of Credit, Documentary Collections, guarantees, other trade services and trade finance products with proactive follow up with the respective Operations and Product teams.

Maintain structured reporting of all inquiries and investigations queries handled across the client portfolios using PACT, our case tracking tool.

Monitor trends of client queries to determine to reduce the number of routine queries via automation and process enhancements.

Perform in-depth Root Cause Analysis for all complaints and investigations across the client portfolios.

Administer the Voice of Client (VOC) questionnaires, follow up for responses and prepare appropriate reports for reporting at the agreed frequency.

Review VOC metrics to fully gauge the satisfaction levels of managed clients across the client portfolios for WCA/SSA Trade.

Monitoring of Service Levels for all managed clients across the client portfolios to ensure Service Level Agreements are adhered to and client expectations are exceeded.

Maintain regular proactive calls with managed clients across the FI and Corporate portfolios for West Central Africa (WCA) or SSA Trade Operations.

New Client on-boarding and management.  Participate in hand-holding of new clients to ensure the first time utilisation of Citi’s products and channels is seamless.  Liaise with partners (Implementations, Sales, Product and Technical Partners as appropriate) to ensure new clients are trained before they present transaction documents for processing.

Maintain active engagement with Product, Sales and Coverage partners in relation to new or changes to customer requirements.

Improve overall relations with our client base providing clients with one-to-one support tailored to their specific business and requirements

Active cross-selling of online self-service tools and channels such as Citidirect for Trade, Trade Advisor, to improve client experience, process efficiency and reduce the number of routine queries received.

Identify training gaps for customers, plan and facilitate training sessions in liaison with Trade operations, Trade Products and the client Relationship managers.

Maintain pristine controls for all aspects of the TSP function to ensure effective risk management for WCA Trade Operations.

Escalate customer feedback, processing delays and errors appropriately.

Research, identify and recommend technology capabilities that enable the reduction of client inquiries and manual touch points

Propose and implement solutions that will increase operating efficiency and lead to an improved client experience

Assist efforts to help drive high rates of client adoption

Ensure requirements are clearly stated and that business and client needs are met throughout development

Skills

Excellent communication skills (written and verbal) at all organisational levels.

Excellent working knowledge of MS Office.

Proficient in the use of computer applications and packages.

Ability to prioritise and organise own workload with minimal supervision

Ability to make sound judgment.

Excellent customer service skills – ability to empathise with customers.

Ability to work well within team environment displaying willingness to help colleagues when required

Ability to work with virtual teams.

Competencies

Communication

Customer Service Skills

Attention to detail

Leadership skills

Planning & Organisation

Decision Making

Resilience

Knowledge/Experience:

4-5 years Trade Services and/or Finance experience within in a banking environment would be preferable.

1-2 years experience in a customer service type role is an added advantage

Good Macro knowledge of trade flows would be desirable.

At least 2 years in a supervisory position

Fluency in French (written and verbal) is a must.

Fluency in English is an added advantage

Qualifications:

University degree (business or relevant field)

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

————————————————-

Job Family Group:

Operations – Transaction Services

————————————————-

Job Family:

Cash Management

——————————————————

Time Type:

Full time

——————————————————

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries (“Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the “EEO is the Law” poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

Apply Now

Save Job

Back to navigation (Responsibilities)

Share

Email(Opens in new tab)

LinkedIn(Opens in new tab)

Facebook(Opens in new tab)

Twitter(Opens in new tab)

Join our team

of 200,000+

strong diverse employees

Socially minded employees volunteering in communities across 90 countries

Meaningful career opportunities thanks to a physical presence in over 98 markets

We foster a culture that embraces all individuals and encourages diverse perspectives, where you can make an impact and grow your career. At Citi, we value colleagues that demonstrate high professional standards, a strong sense of integrity and generosity, intellectual curiosity, and rigor. We recognize the importance of owning your career, with the commitment that if you do, we promise to meet you more than half way.

Postuler (Apply for the job) sur son site Internet: https://jobs.citi.com/job/douala/trade-service-professional-tsp-supervisor/287/27903011488

The Weekly Job Report, Le rapport de travail hebdomadaire, 4/25/2022: https://afriquejobs.com/2022/04/25/the-weekly-job-report-le-rapport-de-travail-hebdomadaire-04-25-2022/

All companies hiring (Entreprises qui emploi au Cameroun): https://www.afriquejobs.com/2020/07/emplois-jobs-au-cameroun-liste-des.html

More jobs (Plus d\’offres d\’emploi): https://www.afriquejobs.com/