Client Service Team Lead (Hybrid)

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Job Overview

Citi's Investor Services provides a comprehensive suite of services across over 100 markets globally, supporting significant 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 3 major hubs (Kuala Lumpur, Dublin & Tampa). As a CitiService Team Lead, you will play a pivotal part in leading our Client Service Strategy, 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 in order to achieve the objectives of the function. Communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional 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)
• Key activities include managing 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 we are providing appropriate level of service as required by after sales and post implementation servicing
• Accountable for the ongoing aged queries remediation and the underlying client satisfaction of those data points
• Prioritize daily workload to maximize productivity for the team utilizing time management and organizational skills

People Management

• Role will manage group of client services professional servicing Custody key clients
• Provide opportunities to staff to develop their servicing skills and knowledge of client needs, while team remain motivated to provide high level of service. Provide continuous guidance and direction in relation to skillset requirements to ensure service excellence
• Track and manage team productivity & capacity with management teams.
• Drive Citi's Leadership standards across the group and foster a high performing culture with staff
• Be adaptable with communication styles to ensure all colleagues understand and everyone is working together on one common goal
• Identification of critical staff and develop talent strategies for their retention and growth
• Drive training & development programmes for team ensuring no-key person dependencies & and there is healthy level of cover on all task across the team
• Drive change in the mind-set towards proactive thinking to pre-empt client needs providing best in class experience
• Involved in organisational initiatives

Client & Stakeholder Management

• Develops strong relationships across all stakeholders at Citi, along with external clients
• Establish strong relationship and collaboration with servicing partners in other regional hubs to maximize client satisfaction
• Responsible for client escalation management including presenting cohesive client satisfaction updates to senior management
• Participate in Client meetings and calls with Account Managers/CE’s – Service Reviews, Issue Logs, DDQ etc
• Review and Client Scorecards/Temp checks and own follow up of action as required
• Partners with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies

Continuous Improvement & Strategic Focus

• Provides in-depth and sophisticated analysis with interpretive thinking to define root-cause of queries, pre-empt client needs and develop innovative solutions to eliminate them at source
• Communicate any self-reliance opportunities to the Account management team in dealings with clients
• Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services
• Collaboration with the Sector, Vertical & other business partners to implement strategies focused towards improving client experience.

Risk & Control

• Prepare and support the business for audits/exams and client and investor due diligence requests and visits
• Proactive raising of CAP’s for IBAM credit or otherwise for issues that need specific plans to mitigate over X period of time.
• Thorough challenges on controls & a lead role during Quarterly risk assessments & Annual risk assessments
• Review monthly Controls results through KRI Manager and ensure any resulting CAP’s (Corrective action plan) are raised correctly where required. Monitor the completion of any corrective actions arising from these reviews
• To take part in the regular/ad-hoc reviews of high-risk areas to monitor risk levels and quantify the potential financial exposure related to those risks
• Appropriately assess risk when decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

What we'll need from you:

• BS/BA degree or equivalent in relevant subject preferred (e.g. Finance, Accounting, Mathematics, Management)
• Extensive years of experience in global financial institutions preferably in Custody
• Proven ability to operate at a senior business analytics level with an excellent understanding of end to end operations processes
• Ability to introduce and drive change in a complex environment
• Proven ability to handle complex and sensitive situations and quickly identify and remediate risks
• Demonstrated experience leading people and developing effective and diverse teams across a global footprint
• Excellent written and verbal communication skills with ability to communicate and influence at senior levels
• Self-reliant problem solver, results oriented
• Strong organizational and project management skills, able to work under pressure and prioritize to deadlines
• Experience in dealing with regulators and internal and external auditors

What we can offer you

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive. 

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

#LI-LC1

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Job Family Group:

Private Client Coverage

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Job Family:

Client Services

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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