Middle East & Africa CitiDirect Product Manager
CitiDirect is Citi Treasury & Trade Solutions’ (TTS) award-winning online banking application, delivered both as a browser-based application for office desktop use, and as a mobile device app for clients that require access when travelling. CitiDirect enables Citi’s clients to view and download account balances and statements, run reports, make payments, manage liquidity solutions, conduct trade transactions, FX and Worldlink payments, look up and review analytics and insights relating to their payment and other cash management activities. CitiDirect is used extensively by a broad spectrum of Citi clients throughout the Middle East and Africa (MEA), from commercial bank clients through to large global multinationals, across traditional and new digital economy industries, for whom CitiDirect may be just one of several channel solutions implemented with Citi.
This role will manage and shape the direction of CitiDirect’s commercialisation strategy and product enhancements in MEA, collaborating closely with the sales and client relationship teams to communicate CitiDirect’s value and benefits to clients, and to turn insights and understanding of our clients’ cash management, trade services, and overall banking requirements into future product improvements that enhance customer experience. With 27 countries making up Citi’s MEA footprint, the opportunity to address a diverse range of client requirements, as well as local regulatory, compliance and market mandatory needs, will suit an individual that can balance and seek synergies across competing priorities and stakeholders .
There is ample potential to become a true champion of CitiDirect’s online banking capabilities in the region, and deliver thought leadership to colleagues and clients across the region on how CitiDirect can best support clients’ online banking needs. In the coming years as the current CitiDirect BE application transitions across to the new CitiDirect as part of the NextGen project, the CitiDirect Product Manager will be pivotal in helping clients migrate across to the new CitiDirect as smoothly and successfully as possible, with improved customer satisfaction scores.
The MEA CitiDirect Product Manager will be responsible for leading the success of CitiDirect as a market-leading online banking channel for our clients’ users, and to help create and foster a product culture for CitiDirect that focuses on measurable commercialisation, attention to voice of customer satisfaction scores and feedback, and the passion to improve client experience end-to-end.
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Key Areas of Focus
Commercialisation. Equip and energise sales and client management teams to promote and commercialise all aspects of CitiDirect online banking and mobile app. Develop deep SME-level understanding of CitiDirect features and functionality in order to help solution CitiDirect for client RFP responses, and to design and host client commercialisation events. Through client feedback and client calls, develop a detailed understanding of future client needs in order to anticipate new features and functionalities that will ensure CitiDirect remains indispensable and competitive.
Client Experience. Regular assessment of MEA critical client requests and enhancements that will need to be taken through the product development process: documenting requirements and user stories, agreeing priorities with sponsors and stakeholders across the region, and progressing demand management tickets via the product development backlog through to delivery and hand-over to onboarding and customer service teams to implement and support clients.
Risk & Controls. This increasingly important aspect of CitiDirect product management covers three areas: (1) Maintaining compliance with local regulations and market standards to ensure CitiDirect can continue to operate as a fit-for-purpose, online banking service for our clients with the assurance of safety and soundness across the MEA markets; (2) Ensuring key product documentation such as Product Approval Programs (PAPs), client set-up forms and agreements, and product collateral and information including sales decks, RFP libraries, pricing templates and capability grids are maintained and up to date; (3) Promoting best-in-class security technologies, procedures and practices for CitiDirect clients, such as digital software tokens for strong customer authentication, biometrics and behavioural biometrics enablement, client security management, maker-checker payment authorisation, and cyber security training programmes for CitiDirect users.
Assist in initiatives involving other areas of Platforms and Data Services as a development opportunity to grow product knowledge, professional experience and transferable skills within the wider team, including CitiConnect API and Files, SWIFT and EBICS.
Interact regularly at various levels with partners in sales, client management, client onboarding, customer service, operations and technology, and will frequently be at the hub of cross functional teams where there will be an opportunity and expectation to demonstrate leadership.
What’s needed to Succeed
Demonstrable track-record of turning client feedback into client experience improvements for an online application and/or mobile app, ideally in a transaction banking context.
Experience in a client-centric, product or market management role is preferred.
Knowledge of cash management, accounts payable & accounts receivable functions, digital security, trade services and transaction banking in general.
Understanding of banking regulations such as AML, FATF, PSD2 and GDPR will be an advantage.
Effective communication skills, with experience of preparing client-facing collateral (vital), and business requirement documents (an advantage).
Organizational and planning skills, showing an ability to operate in a multi-regional, matrix organisation, manage and where necessary lead activities through cross-functional teams, and determination to track delivery of complex requirements over multiple months.
Proactivity – owning projects and initiatives with a “hands on” approach to ensure timely delivery, with risks identified and appropriately managed.
Related: Cash Product Manager at Citi Dubai
What’s in it for you
We foster a culture of meritocracy and diversity, we value and demand respect for others and opportunities to develop are widely available to all
We ensure regularity of 1:1 dialogue to monitor and support both management of the client portfolio and to identify personal and professional growth opportunities via an Individual development Plan.
We are a Top 100 UK Firms for Diversity per the Stonewall Index
2020 Awards from Global Trade Review Leaders in Trade, Treasury Today Adam Smith Awards, Monarch Innovation Awards, Euromoney Trade Finance Survey, Global Finance Awards.
Job Family Group:
Product Management and Development
Product Performance Management
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.
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