Overview
Join to apply for the Client Service Team Lead (Hybrid) role at Citi.
Citi's Investor Services provides a comprehensive suite of services across over 100 markets globally, supporting product and client growth in local and global products including Custody, Funds & Execution Services. We are a critical partner to our clients, ensuring efficient and scalable operational services.
Team/Position Overview: The CitiService team supports Global and Local custody clients, working across Transaction Management, Cash/FX & Asset Servicing. The CitiService Team has a global presence primarily providing services from three hubs (Kuala Lumpur, Dublin & Tampa). As a CitiService Team Lead, you will lead our Client Service Strategy and work closely with Business partners, external clients and internal stakeholders. This role requires a comprehensive understanding of multiple areas within a function and how they interact to achieve the function’s objectives. Strong communication and diplomacy skills are required to guide, influence and collaborate with colleagues and external customers.
What you will do
* Exhibits strong knowledge and expertise in the products and capabilities of the Custody Business (Settlements, Asset Servicing, Cash/FX & Tax).
* Manage client queries, communicate with clients on an ongoing basis, serve as escalation point for issues, and provide overall support for the team.
* Plan, administer, manage, and review service to major clients to ensure an appropriate level of service for post-sales and post-implementation servicing.
* Be accountable for ongoing aged queries remediation and the underlying client satisfaction data points.
* Prioritize daily workload to maximize productivity for the team using time management and organizational skills.
People Management
* Manage a group of client services professionals servicing Custody key clients.
* Provide opportunities for staff to develop servicing skills and knowledge of client needs, while maintaining high levels of service; guide skillset requirements to ensure service excellence.
* Track and manage team productivity & capacity with management teams.
* Foster Citi's Leadership standards and a high performing culture within the team.
* Adapt communication styles to ensure colleagues understand and work toward common goals.
* Identify critical staff and develop talent strategies for retention and growth.
* Drive training & development programmes to ensure no-key person dependencies and adequate coverage across tasks.
* Encourage proactive thinking to pre-empt client needs and provide best-in-class experience.
* Engage in organizational initiatives.
Client & Stakeholder Management
* Develop strong relationships with Citi stakeholders and external clients.
* Collaborate with servicing partners in other regional hubs to maximize client satisfaction.
* Managing client escalations and presenting client satisfaction updates to senior management.
* Participate in client meetings and calls with Account Managers/CEs – Service Reviews, Issue Logs, DDQ, etc.
* Review Client Scorecards/Temp checks and follow up on actions as required.
* Partner with Sector, Vertical & other business partners to align service experience with business strategies.
Continuous Improvement & Strategic Focus
* Provide in-depth analysis to identify root causes of queries and develop solutions to eliminate them at source.
* Communicate opportunities for self-reliance to the Account management team in client dealings.
* Influence strategic functional decisions through advice and services.
* Collaborate with Sector, Vertical & other partners to implement strategies to improve client experience.
Risk & Control
* Prepare and support the business for audits/exams and client/investor due diligence requests.
* Proactively raise CAPs for IBAM credit or other issues requiring mitigation plans.
* Challenge controls and take a leading role in quarterly and annual risk assessments.
* Review monthly controls results and ensure corrective actions are raised and completed as required.
* Assess risk when decisions are made, ensure adherence to laws, regulations, policy, and ethical standards; escalate and manage control issues with transparency.
What we'll need from you
* BS/BA degree or equivalent in a relevant subject (e.g., Finance, Accounting, Mathematics, Management).
* Extensive experience in global financial institutions, preferably in Custody.
* Ability to operate at a senior business analytics level with a strong understanding of end-to-end operations.
* Ability to drive change in a complex environment and handle complex/sensitive situations, quickly identifying and remediating risks.
* Experience leading people and developing effective, diverse teams across a global footprint.
* Excellent written and verbal communication skills with the ability to influence at senior levels.
* Self-reliant problem solver, results-oriented with strong organizational and project management skills.
* Experience dealing with regulators and internal/external auditors.
What We Can Offer You
By joining Citi Dublin, you will be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), a competitive base salary (annually reviewed) and a range of benefits to support you and your family. Discover more here.
Citi is committed to an inclusive workplace where everyone can be their whole self. We welcome diverse talent and encourage applications from all qualified individuals.
Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.
Job Family Group: Private Client Coverage • Job Family: Client Services • Time Type: Full time
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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