Client Services Desk Client Services Desk …

Citi
à Singapour, Singapore, Singapour
CDI, Plein-temps
Dernière candidature, 10 juil. 20
Competitive
Citi
à Singapour, Singapore, Singapour
CDI, Plein-temps
Dernière candidature, 10 juil. 20
Competitive
Citi
Client Services Desk
The Apps Support Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:
  • The Application Support Senior Analyst provides technical and business support for users of Citi Applcations. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
  • Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
  • Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
  • Start of day checks, continuous monitoring, and regional handover.
  • Perform same day risk reconciliations
  • Develop and maintain technical support documentation.
  • Identifies ways to maximize the potential of the applications used
  • Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
  • Ensures that storage and archiving procedures are in place and functioning correctly
  • Formulates and defines scope and objectives for complex application enhancements and problem resolution
  • Reviews and develops application contingency planning to ensure availability to users.
  • Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
  • Participate in application releases, from development, testing and deployment into production.
  • Engages in post implementation analysis to ensure successful system design and functionality.
  • Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.
  • Ensures essential procedures are followed and helps to define operating standards and processes.
  • Act as a liaison between users/traders, interfacing internal technology groups and vendors.
  • Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
  • Acts as advisor or coach to new or lower level analysts.
  • Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
  • Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
  • Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
  • Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
  • Performs other duties and functions as assigned.
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
  • 5-8 years experience in an Application Support role.
  • Experience installing, configuring or supporting business applications.
  • Experience with some programming languages and willingness/ability to learn.
  • Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
  • Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
  • Demonstrated analytical skills
  • Issue tracking and reporting using tools
  • Knowledge/ experience of problem Management Tools.
  • Good all-round technical skills
  • Effectively share information with other support team members and with other technology teams
  • Ability to plan and organize workload
  • Consistently demonstrates clear and concise written and verbal communication skills
  • Ability to communicate appropriately to relevant stakeholde
Education:
  • Bachelor's/University degree or equivalent experience
The FX & Local Markets businesses operate on a global 24-hour basis covering trading centers in Asia Pacific, Europe and North America.

CSD Desk executes onboarding of Citi's clients for these businesses primarily through proprietary FX trading platforms, CitiVelocity FX and CitiFX Pulse, other client-facing applications of other Markets Businesses and on Citi Markets' premium content offering CitiVelocity.com.  Services provided by the desk include direct client interaction across client segments on client profile maintenance, issue and query management, and support to internal Sales teams.   
We are seeking a highly motivated candidate to join CSD (Client Services Desk) team , supporting Citi's FXLM businesses globally.
The purpose of this role will be to provide the first line of support to both external & 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.
The successful candidates will join the Client Services team in Singapore and will work with the respective sales groups to provide a high level service across internal and external applications.
The candidate will also be focused on driving forward key efficiency initiatives towards customer onboarding experience.

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - SG ------------------------------------------------------
Time Type : ------------------------------------------------------
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