You may also like

Asset Management, China Intermediary Business, Client Advisor, Associate / Vice President

JPMorgan Chase Bank
  • Asset Management
  • Typing
  • +1 skill

CIB Operations – Documentation Management Operations - Client Service Contract Manager - Associate

JPMorgan Chase Bank
  • Client Onboarding
  • Due Diligence
  • +5 skills
  • +6 skills

CIB Operations - Client Onboarding, Case Lead (Banking) – Associate

JPMorgan Chase Bank
  • Anti Money Laundering (AML)
  • Compliance
  • +3 skills
  • +4 skills

Asset Management, Asia Funds Client Service (Direct Business), Analyst / Associate

JPMorgan Chase Bank
  • Client Onboarding
  • Compliance
  • +6 skills
  • +7 skills

Asset Management, Asia AML and Client Due Diligence Team, Analyst (6months Contract)

JPMorgan Chase Bank
  • Anti Money Laundering (AML)
  • Asset Allocation
  • +9 skills
  • +10 skills

Client Management Lead Analyst

Intermediate (3-6 years)


Technical Skills

  • Customer Service
  • Process Improvement
  • Process Reengineering
  • Quality Control
  • Surveying
  • Training
  • Treasury

Job Description

Client Management Lead Analyst

Location: APAC-HKG-Hong Kong-Hong Kong

Client Mgt Lead Analyst

Overview of Role:

  • This position will be responsible for managing the Treasury & Trade Solutions service relationships for our Global Top Tier clients; including coordinating the delivery of consistently superior end-to-end service across regions and functions, compiling and analyzing service metrics to identify process improvements and leading regular service reviews to ensure client satisfaction

Job Descriptions:

  • Managing overall client experience across the Citi network for our clients
  • Serves as client’s advocate for process optimization:
  • Analyzes client’s activities and engages client/bank partners to proactively identify and implement opportunities to enhance the overall Client Experience
  • Leads regular calls and periodic service reviews, ensuring execution of action plans to address service issues
  • Monitors adherence to SLAs
  • Drives inquiry reduction and automation through process re-engineering and self-service capabilities
  • Partners with CE Transformation team for client projects
  • LEAN approach to consultation of operational efficiencies for our clients
    STP optimization
  • Reviews and understands VoC surveys, creates action plans
  • Initiates client training via Technical Advisory with EBS
  • Responsible for timely coordination of servicing needs and escalation management  of relationship-impacting issues and any change communication
  • Administers C@R issues and service related action plans
  • Support RFP presentation
  • Promote Self-Service tools to our clients and drive query reduction
    Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes


  • Education:  Bachelor’s degree or equivalent with 5 years relevant experience in customer service
  • Strong interpersonal skills and works well with others
  • Excellent knowledge of bank's processes/procedures/contacts and strong learning ability
  • Excellent customer service orientation and commitment to service excellence
  • Excellent quality management orientation and possesses strong process improvement orientation
  • Strong time management and organizational skills
  • Maintains a high level of professionalism and credibility in dealing with customers
  • Displays strong results orientation
  • Strong analytical and problem-solving skills 
  • Demonstrates in-depth knowledge and a high degree of expertise in a wide range of products across all product categories
  • Excellent influencing skills
  • Ability to proactively offer solutions to clients
  • Able to interact confidently with people at all levels of the management
  • Mature, professional and objective when dealing with others.
  • Fluent in Cantonese, English and Mandarin is a MUST

Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelBachelor
LanguageEnglish, Cantonese, Mandarin (Putonghua)
CitibankFinancial Services, Retail and Commercial Banking

50/F, Champion Tower 3 Garden Road Central, Hong Kong

directions_walk12 mins walk from Admiralty Station