Role Overview

We are seeking a highly detail-oriented and proactive Client Operations Specialist with at least 4-5 years of experience within the financial services industry. This role is critical in providing comprehensive support for our client relationship management and sales operations, focusing on the efficient execution of client-related processes across segments, data accuracy, campaign and Customer Value Proposition (CVP) and campaign management, event management, and expense processing.

The ideal candidate will be adept at managing multiple tasks, possess strong organizational skills, and have a solid understanding of operational workflows within a fast-paced financial services environment.

Key Responsibilities

• Campaign and Offer Fulfillment: Coordinate monthly offer and CVP fulfillment by obtaining relevant files, accurately identifying eligible clients, and performing stringent sample checks and controls to ensure precise delivery as per agreed frameworks
• Handle client enrollments for offers and CVP programs, ensuring a seamless experience.
• Manage gift and lifestyle programs offered to clients, including client eligibility identification, communication to RMs, consolidating responses, placing orders, and tracking order IDs.
• Client Segmentation and Event Management: Support client portfolio management by identifying executing Upgrade, downgrade, segment change processes as per agreed framework
• Collaborate with various stakeholders to facilitate any lifecycle management operational support
• Provide comprehensive operational support for client events, including logistics coordination, managing invitations and RSVPs, and ensuring smooth execution.
• Collaborate with marketing and sales teams to facilitate event success and client engagement.
• Account and Relationship Management Support: Assist in managing client complaints by following established procedures.
• Process client queries, requests and questions related to Citigold and Citigold Private Client segment propositions, campaigns and offers.
• Expense Management: Process and reconcile expenses related to client activities, campaigns, and events, ensuring adherence to internal policies and budget guidelines.
• Maintain accurate records for auditing purposes.
• Data Management and Reporting: Generate and maintain various performance trackers when required
• Manage primary and joint account holder segmentation.

Required Qualifications

• Minimum graduate.
• Bachelor's degree in Business Administration, Finance, Operations Management, or a related field.
• Minimum of 4-5 years of progressive experience in marketing operations, client services, or sales support within the financial services industry, with a strong focus on campaign fulfillment, event coordination, and expense management.
• Strong analytical skills with proficiency in data management and tracking tools (e.g., Excel, internal systems), including a strong understanding of MS Office.
• Excellent organizational and time management skills, with the ability to prioritize and manage multiple tasks effectively.
• Demonstrated ability to follow established processes and procedures accurately and consistently.
• Exceptional written and verbal communication skills, coupled with the confidence to interact professionally with RMs, team leads, seniors within the organization, and other internal stakeholders.
• Proactive and detail-oriented with a strong commitment to data accuracy and operational efficiency.
• Ability to understand key focus areas and work towards achieving them with minimal supervision.

Preferred Qualifications

• Familiarity with CRM systems and financial services operational platforms.
• Experience with client lifecycle management processes (onboarding, upgrades, downgrades, offboarding).
• Understanding of regulatory requirements related to client data and financial operations.

Key Attributes

• Adept and articulate in understanding process intricacies and policies.
• Understanding of all back-end systems that are required for the job.
• Proactively manage ad-hoc projects and MIS requirements or any other assigned work.
• Highly focused on quality & controls.
• Dynamic and able to work in sync with business requirements.
• Very quick in execution and able to identify process bottlenecks.

Important Note

• The above list of Job responsibilities is indicative and subject to change based on evolving business requirements.

Job Family Group:

• Operations
• Management Operations

Job Family:

Management Leadership

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.

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