You may also like

Case Manager

  • Find out more about the job
  • Find out more about the job

Senior Associate, Team Support - CS Case Management and Underwriting (12-month contract)

AIA Group Limited
  • Process Improvement
  • Underwriting
  • +1 skill

Assistant Case Manager

  • Process Improvement
  • Underwriting
  • +1 skill

Manager, AML / CFT Compliance, Commercial Bank, 1301

Sloane Manhattan
  • Anti Money Laundering (AML)
  • Audit
  • +3 skills
  • +4 skills

Manager, AML / CFT Compliance, Commercial Bank, 1301

Sloane Manhattan
  • Anti Money Laundering (AML)
  • Audit
  • +3 skills
  • +4 skills

HK - Citi Commercial Bank Onboarding Case Manager

Senior (6-10 years)


Technical Skills

  • Anti Money Laundering (AML)
  • Business Intelligence
  • Client Onboarding
  • Compliance
  • Corporate Communications
  • Costing
  • HR
  • Know Your Customer (KYC)
  • Microsoft Excel
  • Microsoft Powerpoint
  • Sales

Job Description

HK - Citi Commercial Bank Onboarding Case Manager

Location: APAC-HKG-Hong Kong-Hong Kong


  • This role is part of the Relationship & Service Support function, which comprises Client Onboarding, Centralized Service Support (including Scanning) & General Administration for Citi Commercial Bank Hong Kong (CCB HK). The incumbent is charged to lead a team of case managers & onboarding KYC makers (collectively the HK Client Onboarding team) with overall accountability to ensure timely, accurate and complete management of the client onboarding lifecycle for CCB HK. He/she also has responsibility for ensuring all elements of the end to end client onboarding lifecycle, including backend utilities functions such as Account Services Unit (ASU), Business Service Unit (BSU), Electronic Banking (EB) teams complete their responsibilities according to defined SLA’s

The role holder will be directly responsible for the following:

  • Work closely with the Head of Relationship & Service Support on implementing strategies, plans and procedures pertaining to the Client Onboarding process. Amidst the rather devised business sector of CCB HK, understanding what this means and how to operate with maximum efficiency between the country view and the sector view
  • Oversee the performance of the HK Client Onboarding team, including client experience metrics, financials, KRIs and engagement models (with clients, stakeholders, staff & business partners)
  • Partnering directly with the business in the effective management of the client onboarding lifecycle for their clients and developing relationships with individuals in the business, ensuring these are effective two-way relationships
  • Representing the HK Client Onboarding team at the appropriate governance and prioritisation forums,  pipeline management and prioritization & Control Committees etc.
  • Partner with countries in the region (and their business managers where these exist) on implementing of global projects pertaining to client onboarding, driving solutions when there are challenges, and escalating appropriately to ensure timely resolution of bottlenecks
  • Hold to account other key players in the end to end account opening process (ASU/BSU/EB team & Compliance etc.), ensuring service levels are met, and where there are issues to this these are well understood, addressed and escalated
  • Through effective oversight of the client onboarding lifecycle, coupled with powerful business intelligence, identify and review any issues and blockers within the front to back process, whilst challenging for cost reduction opportunities
  • Defining, agreeing and implementing a communications strategy for CCB HK Client Onboarding. Giving consideration to regional requirements, and thought as to how we obtain maximum engagement from CCB HK ‘s Sales teams through effective and targeted communications
  • People. Partnering on the design and implementation of the relevant people structure that is agreed on. This will entail giving thought as to how we develop our talent & retain our people. Clearly, partnership with HR and understanding of the broader group and CCB HK approaches/policies will be required to be successful

Major Challenges:

  • Delivering on the overarching objectives to reduce onboarding turnaround times and increase efficiency/reduce costs of the function
  • Successfully overseeing/coordinating consistent deployment of global business or regulatory-driven solutions

Role Context:

  • The role is reported into Head of Relationship & Service Support CCB HK.
  • To function effectively, the individual should have a strong business background with extensive experience of senior roles that require strong leadership, governance, oversight and control
  • Strong interpersonal and influencing skills are required, together with the ability to build a network of contacts, form strong working relationships and influencing senior colleagues across the function and stakeholder communities


  • Bachelor’s Degree in relevant field
  • Over seven years of relevant experience in banking industry
  • Outstanding written/verbal communication and presentation skills
  • Ability to build strong and effective two-way senior stakeholder relationships. Ability and confidence to constructively challenge the agenda in order to ensure the business and technical teams deliver in a consistent and controlled manner
  • Proven leadership and relationship building capabilities, with experience in managing/having partnered with global teams within a matrix organisation. Strong influencing skills and commercial awareness to ensure appropriate requirements are delivered
  • Strong strategic planning and execution skills, including business case development and oversight of benefits realisation
  • Strong knowledge of the CCB business lines is a distinct advantage, coupled with an understanding of the key partner functions such as ASU/BSU and EB
  • Knowledge of and prior work experience in  KYC/Compliance/AML processes/controls function beneficial
  • Strong analytical and facilitation skills to ensure business needs and effective solutions can be quickly and clearly defined
  • Ability to identify problems and drive to resolution, deliver results in a dependable, timely and accurate manner
  • Ability to work under pressure and tight deadlines
  • Superb attention to detail and time management skills
  • Strong Microsoft Office skills including Excel and PowerPoint
  • Energetic, resilient individual capable of delivering on multiple demands, to quality, time and scope targets
Employment TypeFull-time
Career LevelSenior (6-10 years)
Education LevelBachelor
CitibankFinancial Services, Retail and Commercial Banking

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

directions_walk12 mins walk from Admiralty Station