Officer - Production Dev /Workflow Coordinator - MUMBAI

Workflow Coordinator : is a fast-paced role in a team supporting global investment banking with time-sensitive, exceptional quality and mission-critical services.

Job purpose is to manage workflow for a Presentation & Graphics Services Center and take work briefs from global clients (Bankers), negotiate deadlines, estimate work requests and plan shift wise project delivery plans.  Also, monitor the project delivery dashboard for your shift and ensure every client receives professional advice and exceptional service.

Job Background / Context:

Working as part of the Presentations & Graphics team in a busy 24/7 department that produces pitchbook materials and graphic design.

Presentation Technology (Pres Tech) is a specialist group that provides services to internal clients within the Banking and various other clients within Citi.

Key Responsibilities:

Client management-

• Liaise with global clients (Bankers) in a professional and helpful manner, and proactively manage their expectations and project deliveries.
• Proactively engage with clients to take detailed specifications and work briefs and then ensure such instructions are recorded for global designers to use
• Act as the integral link between clients and designers.  Record and summarize client instructions for designers and brief them of client requirements, if needed
•  Ensure a positive experience for our clients through clear communication over email/phone/chat and efficiently addressing queries and requests

Workflow management-

• Swiftly learn and effectively use our workflow tool and adapt to existing workflow procedures
• Reviews requests and determines the most efficient resource to handle it.
• Estimate all work requests practically allowing global production and design teams adequate time to process requests
• Managing work traffic and ensuring shift resources are optimally utilized to support global client business needs
• Be fully aware of global production capacity and resource availability and negotiate with clients for efficient delivery of services.  Prioritize deadlines and manage workload to support urgent client requirements
• Manages job dashboard to ensure jobs are being produced as per deadlines set.
• Provide a thorough handover to the next shift including workflow status, priorities, projects at risk, and any other key updates
• Coordinate with onsite teams when required either to share projects or to understand complex project work types

Other duties-

• Act as a trainer and/or buddy for new hires
• Provide recommendations for process, client experience and workflow tool improvements.  Also, dd value through coordination of global initiatives designed to enhance the customer experience.
• Maintains current knowledge of all operating procedures and Citi policies.
• .Assists staff with troubleshooting of technical and template-related queries and raise any operational issues that may impact our ability to support our clients

Skillsets:

• Experience working within a client services environment directly engaging with clients (a must).  Experience supporting global clients (desirable)
• Ability to manage multiple projects simultaneously (a must)
• Excellent communication, empathy, and problem-solving abilities to interact efficiently with bankers and address their requirements. 
• Strong time management and prioritization skills
• Experience in finding solutions
• Keen eye for detail
• Adaptability: Being flexible and adaptable in a fast-paced environment, as customer service needs may vary.

Development Value:

• Opportunity to review and improve global workflow processes.
• Exposure to a diverse group of clients at all levels of the organization
• Opportunities to become a trainer for new hires

Role Requirements

Knowledge/Experience:

• At least 4 years of relevant experience as a Intake / Workflow Coordinator supporting global clients.
• At least 4 years of experience in a customer service environment directly engaging with clients (a must). 
• At least 2 years of experience using MS Office (PowerPoint, Word, and Excel) applications.

Qualifications:

Bachelor’s degree.

Competencies:

• Strong verbal and written English communication skills. (a must – candidate should pass our English proficiency test)
• Comfortable interacting with global clients on telephone, email, and chat.
• Empathetic to client needs and solution-oriented approach to client issues.
• Able to work independently when necessary to resolve problems.
• Positive attitude, non-hierarchical, and empathic with colleagues and staff.
• Strong project coordination skills.
• Ability to work under pressure in a fast-paced environment
• Willingness to rotate across shifts to support business needs. Typical work schedule will be a 5-day work week with each shift being of 9 hours (including 1 hour break).  Mumbai center covers 7am to 1.30am IST, all days of the week

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