Job Type: Full time
Job purpose:Securities Service is a key business within the Citi Institutional Clients Group. The business covers Custody, Funds Services and Direct Custody products, providing services to the variety of the institutional clients, of both, global and regional importance to the firms’ franchise.The successful candidate will act as the primary contact for operational service-related escalations and in conjunction with the Client Executive (CE), will be responsible for ensuring that Citi is delivering a best in class client experience. The successful candidate will typically be assigned a number of clients and be responsible for implementing an appropriate service delivery governance structure focused on proactive client management. It is within the remit of the Account Manager role to act as an advocate for the client within Citi.Key responsibilities:Create collaborative relationships with the client(s) and act as trusted advisor on service-related matters and proactively manage clients through the provision of excellent customer service and understanding their strategic goals and needsLead resolution of escalated operational and service issues in path to green. Help clients navigate Citi’s operational Subject Matter Experts. Arrange subject matter discussions/reviews as required.Set the standards and instill a culture of exceptional client service across the operational teams servicing assigned clientsEstablish appropriate local governance and feedback processes to ensure full transparency around client needs and issuesBe a client advocate within the business and be the accountable owner of complex cross function service issuesLead client service reviews and Due Diligence Visits, attend Board Meetings with respect to operational performanceSolicit feedback from the client on a regular basis re client sentiment and drivers behind any amber/red returns. Identify clear path, owner and target date for return to green.Own client service review meetings ensuring quality metrics and data are presented. Share service review results internally and ensure any resulting action items are managed to conclusion.Establish and lead regular calls with clients to review operational issues log and MIS.Support Sales/Client Executives in pre-RFP information requests and client due diligence sessions.Monitor aged receivables and lead conversations with the clients to close out aged billing items.Oversight of significant client change initiatives and co-ordination of client change delivery for non-contractual change clients.Ensure clients receive notices and updates on all planned changes, including Citi driven, client driven and regulatory driven change. Ensure clients are fully operational and satisfied post go-live.Partner up with BAU Operations to champion operational solutions and challenge manual/bespoke/inefficient processes to ultimately reduce risk, increase efficiency and/or enhance service delivery.Based on knowledge of processes and client feedback, raise product gaps to relevant Product team ensuring a targeted strategy is in place.  QualificationsBS/BA degree relevant subject (e.g. Finance, Accounting, Management) or equivalent work experienceExperience in a global financial institution with broad end to end understanding of Global Custody and other Securities Services products including Direct Custody, Fund Accounting/Administration and Middle Office services. Strong customer focus and previous experience in a client facing role essentialAbility to establish and build trust with clients and senior leaders throughout the business, demonstrating strong advisory and influencing skills to evaluate needs and develop solutionsAbility to work effectively and independently in situations requiring analytical, interpretive and problem solving techniques using impeccable integrity and judgementStrong analytical and problem-solving skills with an ability to evaluate needs and develop solutionsResults oriented self-starter with a continuous improvement mindset and experience.Proven ability to lead cost saving initiatives and manage key operational risksEnthusiastic with strong presentation and interpersonal skillsThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.-------------------------------------------------Job Family Group: Operations - Transaction Services-------------------------------------------------Job Family:Securities and Derivatives Processing------------------------------------------------------Time Type:Full time------------------------------------------------------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.Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.View the "EEO is the Law" poster. View the EEO is the Law Supplement.View the EEO Policy Statement.View the Pay Transparency Posting-----------------------------Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.