**Business Background**: Treasury and Trade Solutions is an integral part of Citi's Institutional Client Group, serving public sector clients, corporates and financial institutions in over 120 countries. The TTS North America Implementation team is responsible for coordinating the delivery of all client implementation projects with varying degrees of product and geographic complexity for new and existing clients. This role is an additional queue manager within the Business Management Office, responsible for the accurate and efficient review and assignment of incoming deals. Our organization recognizes that a positive end-to-end client experience is heavily influenced by routing and kicking off deals promptly once they enter our queue. Upcoming process changes related to the digitization of client onboarding are increasing the work load of this team, and we are seeking an additional person to review and route deals to the appropriate implementation manager. The person in this position has a critical role ensuring high levels of client satisfaction and driving process improvements. **Key Responsibilities**: - Partner closely with the current queue manager to quickly and efficiently route deals to the appropriate team or individual to ensure consistently positive client experience. - Participate in improvement initiatives and analyze impact to the queue management process. Champion process efficiencies, automation, and streamlining of processes to enable short turn around times while maintaining high degree of accuracy. - This is a consistently fast paced and high volume position, requiring an individual who thrives in that environment. - Identify opportunities to improve process efficiency and overall client satisfaction through an improved client onboarding experience - Coordinate with partner teams on activities and projects including: Global Business Management, the CRM Team, Product, Account Services, and Customer Service etc. - Cultivate a strong network of those in similar roles elsewhere in the Global Implementation organization who can be utilized for collaboration and best practice sharing. Leverage the tools, ideas, and experiences of organizations outside North America Implementations to invigorate our improvement initiatives. - Work across cross-functional teams and gain rich process knowledge and execution skills across the functions - Gather and document requirements from the management team for the future development of automated reporting - Coordinate testing of new functionalities and reporting for the NA region and globally where applicable - Communicate timelines and changes to management and the IMs regularly - Collect feedback from the team and incorporate it into future process and tool developments - Other activities within the Business Management Office as needed **Knowledge/Experience**: - Fully Bilingual English-Spanish is required - +4 years of experience - Industry Knowledge: TTS product and industry knowledge is a plus - Cash management product knowledge - payments, receivables, liquidity management, Trade Supplier Finance and technical integration is a plus **Skills/Competencies**: - Strong Microsoft Excel Skills - Experience with CRM is a plus - Project Management Skills - Technical Communications - Verbal, Written and Presentation - Client Skills: - Passionate about remarkable client experience - Planning and Organizing: - Ability to adapt to a changing work environment - Good business/organization judgment-ability to make sound business decisions Competencies - Strong analytical, problem solving, ideation and time management skills - Ability to thrive in a fast paced, dynamic environment - Organizational conflict management skill - **Job Family Group**: Implementation - **Job Family**: Technical & Network Build - **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. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting