Relationship Support | Citi- Jakarta, Indonesia

Job Details:
*.Support Operations Head, Team Lead, and case managers in the completion of CADDs
*.Conduct the performance appraisals process for junior staff and assess their developmental needs
*.Develop coverage/succession plan for out of office/holidays and vacation scenarios
*.Responsible for the execution/completion of CADD Records assigned to the pod and quality control of the completed CADD Records
*.Responsible for checking all CADDs within team, and capturing rejection reasons per CADD checked
*.Meet Case Managers on daily basis to discuss WIP CADDs and for provide feedback based to them based on CADDs checked
*.Mentor and coach Case Managers on an ongoing basis
*.Acts as expediter for chasing up 1st level escalations within the BSU organization
*.Ensure that relationship/coverage team gets the expected service within the agreed timelines and facilitate calls where deemed necessary
*.Act as the country coordinator (or participate actively when the CM is the country coordinator – a) coordinate periodic country calls; b) liaise with compliance; c) be the primary contact for country management for KYC related matters
*.Monitor workflow database daily and ensure that various CADD activities are getting competed in-time and as expected
*.Resolve any issues in performance or in quality of CADD records and escalate to Team Lead/Operations Head wherever necessary
*.Proactively identifies and resolves any other execution risks and issues, escalating Issues to RM Supervisor, Compliance, Operations Head etc. to ensure CADDs progress
*.Responsible for processing a small CADD population, preferably complex cases that need higher level of experience/attention to detail
*.Conduct calibration sessions to standardize knowledge across SCMs
*.Review/implement feedback from Compliance and BSG (as applicable) to ensure continuous improvements
*.Monitor their pipeline of work daily (e.g. coming due) and ensure actioned as per agreed timelines Ensure data quality in the BSU/FCB tool with periodic checks
*.Provide support and cover to the SCMs within BSU on generic activities such as Checker Hub
*.Manage upward communication – Huddle updates, escalations, issues/concerns etc.
*.Track and report time log (CMs and Case Researcher) on a daily basis
*.Monitor operational metrics required for management level reporting
*.Accurate time tracking in CADD BSU/FCB tool
*.Minimum bachelor's degree any field
*.Passionate in growing commercial banking business in Indonesia
*.Familiar with accounting and corporate budgeting process
*.Strong financial and business analysis skills
*.Proven written/verbal communication and interpersonal skills
*.Strong negotiation and presentation skills
*.Team management skills
*.Strategic thinking
*.Strong business acumen
*.Proficient in English...
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