For additional information, please review .We are seeking an experienced and client-focused leader at the C14 level to join the CitiService team supporting Investor Services Operations. This individual will be a part of the leadership team driving the strategic direction of CitiService teams as well as directly managing senior client relationships within the region. **What you will do:*** Demonstrate strong expertise across Custody products—including Settlements, Asset Servicing, Cash/FX, and Tax—and applies this knowledge to support complex client needs.* Manage senior‐level institutional client relationships, act as a strategic internal advocate and ensure seamless, high‐quality service delivery throughout the client lifecycle.* Oversee end‐to‐end service delivery, ensuring post‐sale and post‐implementation support meets agreed standards, adapts to evolving requirements, and includes effective escalation management and leadership reporting.* Drive continuous improvement through regular review of processes, workflows, and controls, enhancing operational efficiency, service quality, and risk management.* Own client scorecards, KPIs, and feedback mechanisms, performing root‐cause analysis, anticipating client needs, and developing innovative solutions to prevent repeat issues.* Represent Service Delivery in all client touchpoints—Service Reviews, Issue Management, partnership calls, and DDQs—ensuring clear communication and consistent follow‐through.* Champion Citi Leadership Standards by developing team capabilities, ensuring cross‐coverage, fostering a proactive service culture, and strengthening collaboration with front office and operations partners.* Ensure alignment between Service Delivery and Client Implementation across change events, leading operational readiness, transitions, and early‐life support, while maintaining full accountability for results, compliance, ethical judgment, and the effective use of AI tools to drive productivity and innovation.* Broad experience in Custody industry, including leadership roles within Investor Services or similarly client‐focused environments.* Extensive experience managing major institutional client relationships with strong awareness of regional service expectations.* Proven ability to lead large, matrixed teams, demonstrating ownership, sound judgment, and the capability to motivate both direct reports and cross‐functional partners.* Strong track record in driving transformational change using data‐driven insights, collaboration, and execution of complex, large‐scale initiatives.* Exceptional communication, presentation, and facilitation skills, with experience leading senior client engagements and high‐level internal forums such as Steering Committees.* Advanced analytical skills, able to synthesize diverse information, identify themes, and create structured solutions for complex issues.* Effective leadership and partnership‐building capabilities, with demonstrated success fostering strong relationships across global and regional teams.* High adaptability in evolving or emerging business areas, supported by deep financial‐services knowledge, regulatory understanding, and a Bachelor’s degree (Master’s preferred).
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