**ROLE & RESPONSIBILITIES** + Process and fulfill client requests efficiently related to Citi Velocity, ensuring strict adherence to Standard Operating Procedures (SOPs) + Effectively prioritize critical and urgent requests throughout the shift. Whenever needed, act as a point of contact for the broader team, collaborate with internal partner support teams to resolve complex issues and escalations within the shift. + Provide best-in-class support services to a geographically diverse user base, ensuring consistent quality and responsiveness. + Communicate clearly and concisely - executive presence for dealing with internal senior management as well as client empathy to resolve issues and queries in a timely fashion. + Collaborate effectively with the global colleagues, share information, knowledge and best practices to enhance the team capabilities and performance. + Strong process awareness and ability to manage incidents, problems and customer escalations, while maintaining and enhancing client service levels by thoroughly understanding and diligently following Helpdesk procedures, rules and guidelines. + Ensure full understanding and consistent compliance with all internal audit, regulatory requirements, and compliance directives. + Operate with increasing autonomy and minimal supervision upon successful completion of training, taking ownership of tasks and driving them to completion. + Strong leadership skills, with the ability to mobilize and influence both internal and external teams not in a direct reporting line. **QUALIFICATIONS** _Education:_ Master’s or bachelor’s degree in a business or finance related discipline or equivalent qualification _Experience:_ Minimum 5 years of experience in relevant industry. Experience in Helpdesk, Service desk, or Support deck is preferred. Skills: + Excellent verbal and written communication skills (English). Should be comfortable interacting with internal & external stakeholders as well as the senior management team within the firm. + Good Microsoft excel skills, well-versed with advanced excel formulas to support data tasks. Macro or visual basic experience will be preferred. + A client-focused approach, adept at managing expectations, and a proven track record of effectively interacting with Sales teams. + Demonstrated ability to efficiently resolve issues in time-critical scenarios, supported by strong analytical and problem-solving skills, and the ability to think clearly and resolve problems with good judgment. + Proven ability to efficiently handle the complex and urgent tasks task or request while adhering to established procedures. + Experience in e-Trading client services or associated operations groups within a high-availability/mission-critical environment. + Proficient in working with external vendor platforms such as Bloomberg, AlphaSense, Visible Alpha, S&P Capital IQ, FactSet, and LSEG. + Self-motivated, highly organized, and capable of multi-tasking, independent workflow management, prioritization, and meeting deadlines. + Understanding of incident and problem management principles. + Demonstrated ability to learn new business concepts quickly. + Ability to work effectively at both strategic and tactical operational levels. + Ability to promote a positive work environment. _Certifications:_ Gen-AI from reputed institute (Preferred) + Good understanding of Gen-AI principles, models and their potential in financial services, to drive innovation and efficiency. + Demonstrated ability to proactively leverage available Gen-AI tools for daily tasks, driving efficiency gains and contributing to process optimization. ------------------------------------------------------ **Job Family Group:** Institutional Sales ------------------------------------------------------ **Job Family:** Institutional Sales Support ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ **Most Relevant Skills** Please see the requirements listed above. ------------------------------------------------------ **Other Relevant Skills** For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ _Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._ _If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)_ _._ _View Citi’s_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)_ _poster._ Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.