Csc Trade Senior Tcap

**BUSINESS OVERVIEW**:
Latam Trade is a key unit within the Citi Service Center (CSC), with servicing responsibilities for a group of several trade products Documentary Letter of Credit, Collections, Standby’s, Trade Loans Payables and Receivables for Latin America. Global Trade Operations offers World class Trade Working Capital services in over 70 markets around the globe. The CSC organization supports North America and Latam clients as initiators of transactions to counterparties in other Global Regions, as well as completing transactions to our clients that emanate from Citigroup branches or foreign banks in other Regions. The Organization provides our Corporate, Consumer and Financial Institutions clients with transaction preparation, processing, and customer service. In striving to achieve high quality delivery the organization works closely with business partners and internal servicers. A significant focus on control, customer service and quality are practiced at the transaction and process levels.

**ROLE MAIN PURPOSE**:

- Support across Trade products and for all pillars (Trade Documentary Services, Working Capital Solutions, including Payables Finance, Receivables Finance, Working Capital Loans and Structured Solutions, Export Agency Finance) including ownership of underlying issues requiring remediation for Corporate, Consumer and Financial Institutions clients.
- Reviewing of processes to provide improvements and reduce issues experienced by clients.
- Preparation of reports and Stats on trade products.
- Assist on negotiations of the structuring of guarantee facilities.
- Liaison with Citi’s global network of branches to collate information for centralization of facilities to our regional trade hubs.
- Presenting information on Citi’s trade offerings for RFPs / proposals.
- Negotiation of guarantee facility documentation and guarantee texts.
- Ensuring completion and lodgment of all associated Trade facility documentation
- Provide a high-quality service to our internal and external customers by ensuring that our training levels, knowledge and understanding of the product offering is to a uniformly high standard and ensure that any errors are noted, and corrective action taken.

**RESPONSABILITIES**:
**COMMUNICATIONS**:

- Escalate customer feedback, processing delays and errors appropriately.
- Understand the importance of managing inquiries, following up and providing proactive customer outreach.
- Communicating on a timely basis the performance trends, standards and objectives, skill depth and process improvement initiatives for each unit.
- Adhere to Compliance Standards and Operational Risk Policy

**RISK / CONTROLS**:

- Ensure continuous review of processes to identify potential control gaps and ensure upward reporting of any issues Immediate reporting of any Profit and Lost Events (PLE’s).
- Facilitate input to MCA and ensure adequate action is taken to manage potential issues.

**TRAINING / DEVELOPMENT**:

- Continuous assessment, tracking and reporting of staff training/skills deficiencies.
- Ensure the execution of staff training in accordance with the deficiency needs and associated target dates to ensure that service, quality, and capacity levels are maintained in accordance with departmental goals.
- Manage staff skill sets, versatility matrices, and training goals for the next quarter including performance analysis of prior goals/activities.
- Create and deliver high quality and up to date training material for use in internal training courses and presentations.

**QUALITY / PROCESS IMPROVEMENT**:

- Identify and implement process improvement. Provide technical guidance and growth. Maintain business relationships.
- Identify and implement service enhancements.
- Distribution/ availability of appropriate Unit MIS.
- Communicating on a regular basis the Unit Quality Objectives.
- Conduct and/or ensure completion of monthly team meeting and distribution of minutes.
- Facilitate the identification, development and reporting of the priority process improvement plans of each unit (i.e. MCA, CAP items).
- Conduct regular reviews with the Team Lead of closed, pending, and new action items. Management of tasks, functions and resource in accordance standards and quality objectives. Through regular reviews, processing error source cause analysis and self-assessment testing,
- Maintaining accurate Process Control Manuals (PCM) and/or Process Maps for all primary functions of each unit might be required.
- Contribute to maintenance and review of accuracy themes and signed Service Level Agreements (SLA’s) at all times.
- Collecting and analyzing customer feedback
- Participate in projects and initiatives as required including coordinating requests for MIS or other ad hoc information across the unit.

**QUALIFICATIONS**:

- Minimum 4 years’ experience in a Service or Operations Role
- Fluent in Spanish & English. Portuguese is a plus
- Trade experience highly desirable
- Ability to