Nicole M. Figario
717 Broad Street, Perryville,MD
Summary
Dynamic Client Onboarding Senior Manager with extensive experience at Citigroup, excelling in project management and client satisfaction. Proven track record in reducing onboarding cycle time and enhancing customer loyalty through effective communication and process improvement. Skilled in mentoring teams and implementing cash management solutions for top-tier clients.
Overview
18
18
years of professional experience
Work History
Client Onboarding Sr Manager, VP
Citigroup
04.2022 - Current
- Dedicated Onboarding Manager for 28 top-tier clients. Responsible for delivering on the clients onboarding requests and projects, working directly with clients and their global treasury organizations.
- Coordinate client onboarding activities, including all account openings, maintenance, KYC, technical integration, and onboarding of all Cash Management products. Implement payables, receivables, and liquidity management products.
- Participate and partner with key internal and external stakeholders to drive and deliver our clients' onboarding requests/projects to the highest standards.
- Responsible for adherence to governance standards.
- Continuously reduce onboarding cycle time, and minimize deal slippage. Accurately report deal status, escalating effectively for “on hold” and slowing moving deals.
- Train and mentor onboarding team members.
- Review processes, and provide feedback to management on process improvements.
- Regularly evaluate customer satisfaction levels by surveying the customer base and analyzing the results. Responsible for follow-ups, including post-mortem analyses, and action plans.
- Develop, maintain, and implement strategic plans for projects.
- Implement customer service excellence standards to enhance client satisfaction and loyalty.
- Produce thorough, accurate and timely reports of project activities.
Account Management Senior Specialist, VP
Citigroup
12.2018 - 04.2022
- Global Account Manager for large corporate clients. Act as a central point of contact for all key sales needs for the client.
- Build and maintain a positive working relationship with assigned clients.
- Identify and understand client requirements for new products and services that are requested, and enter project requests globally.
- Perform KYC for new legal entities.
- Perform regular reviews, and develop action plans to deliver solutions and improve client satisfaction.
- Address client issues, and manage escalations as needed.
- Develop and maintain a network of contacts within Citi to effectively deliver results for clients in a timely manner.
- CRM and Receivables Champion for the NA Account Management Team (responsible for organizing training and assisting team with questions).
Global Implementation Manager and Team Lead, VP
Citigroup
05.2014 - 11.2018
- Recruited, trained, and supervised a small team of dedicated project managers for Citi's large Commercial Bank customers.
- Managed large, complex global projects, leading and coordinating cross-regional, cross-functional, and cross-departmental teams that are responsible for all aspects of a project, from initiation to closure.
- Managed escalations.
- Attend in-person RFP and client meetings as needed.
- Prepare presentations for clients and Senior Management.
- Train, coach, and mentor junior staff members and peers.
- Coordinated team-building activities for the Commercial Banking team (54 team members).
- Ensured that all team members involved in the implementation process had access to the resources they needed in order to complete their tasks efficiently.
Sales Support Manager, VP
Citigroup
07.2012 - 05.2014
- Project Manager for large, complex partnership deals - lead and coordinate cross-functional and cross-departmental teams that are responsible for all aspects of a project, from initiation to closure.
- 1st Escalation Point for Commercial Bank Partnership Deals.
- Manage queue assignments for Partnership team members.
- Subject Matter Expert for CRM (Customer Relationship Management System)
- Train, coach, and mentor junior staff members and peers.
Senior Implementation Manger/Team Lead, AVP
Citigroup
08.2007 - 06.2012
- 1st Escalation Point for Other Implementation Managers.
- Manage queue assignments for all Payables team members.
- Backup Section Manager.
- Subject Matter Expert for ACH and Controlled Disbursements.
- SME for CRM (Customer Relationship Management System). Trained implementation staff on how to navigate and use the CRM.
- Implement Cash Payables products for top-tier names and multi-product clients, with leadership responsibility for the entire project.
- VOE (Voice of the Employee) Team Lead; VOE Core Team Member.
- Train, coach, and mentor junior staff members and peers.
- Promoted to Vice President in 2010.
Skills
- Client onboarding
- Project management
- Cash management
- Account management
- Customer relationship management
- Process improvement
- Team building
- Effective communication
- Problem solving
- Mentorship and training
Awards
Three Citi Commercial Bank Milestone Awards – Q1 2018, Q2 2017 (2), Citi Commercial Bank Pathfinder of the Year Award - 2015, National Treasury Implementation – Recognition for Outstanding Achievement – 2013, Graduate of The Women’s Council Developing Talent Program Class of 2010, Quarterly Team Award – North America Account Services Task Force – 2nd Quarter 2011., GTS Five Star Recognition Tier 2 Award – for Customer Service and Teamwork – July 2011, June 2011 and December 2008., Quarterly Team Award – Official Check & Money Order Team, support member – 1st Quarter 2008.
Affiliations
- Say It Out Loud – Citi Delaware Public Speaking Program - 2019
o Helped design curriculum for the program.
o Mentor/Trainer for the rollout session of the program (attended all sessions).
• Toastmasters International:
o Member April 2005 – 2019: Earned Competent Leader (CL) Award, Competent Communicator (CC) Award and Advanced Leader Bronze (ALB) Award.
o Founded Wilmington Trust Toastmasters club in 2006, to offer staff a proven way to improve communication and leadership skills; To date - 120+ members inducted.
o President of Wilmington Trust Toastmasters from January 2006 – June 2007. o District 18, Area 14 Governor from July 2007 – June 2008. o District 18, Assistant Division A Governor July 2008 – June 2009. o President of Brandywine Toastmasters from January 2009 – June 2009.
• Member of the Board of Directors, Pencader Charter Business and Finance High School from March 2008 to July 2011.
• Member of the Finance Committee, Pencader Charter Business and Finance High School from October 2009 to January 2011.
• Treasurer, Pencader Charter High School Parent Teacher Organization from January 2008 to September 2009.
• Mentor of the Staff Committee for Wilmington Trust Corporate Retirement Services (2003 – 2007).
• Editor of Wilmington Trust Corporate Retirement Services Division Newsletter (2004 – 2007)
References
References available upon request.
Timeline
Client Onboarding Sr Manager, VP
Citigroup
04.2022 - Current
Account Management Senior Specialist, VP
Citigroup
12.2018 - 04.2022
Global Implementation Manager and Team Lead, VP
Citigroup
05.2014 - 11.2018
Sales Support Manager, VP
Citigroup
07.2012 - 05.2014
Senior Implementation Manger/Team Lead, AVP
Citigroup
08.2007 - 06.2012
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