Custody Client Service Senior Mgr - VP
Dublin, Ireland
Job Req ID 22516341Overview
Acting as the functional heart of our business, Operations makes everything work on time and on target, in a world that demands lightning-fast transaction speeds, pinpoints execution accuracy and full visibility. It ensures global transactions flow smoothly around the clock, wherever we do business. Without it, the daily clearance, settlement and execution of a trillion dollars’ worth of trades and the weekly movement of tens of billions of dollars in dozens of world currencies would come to a complete standstill.
Success Profile
You’ll have strong communication, planning and organizational skills which will benefit you and the team. Our teams need individuals who can research, process, and interpret large amounts of information everyday which will allow you to make ethical decisions with integrity
- Analytical
- Adaptable
- Logical
- Quick-thinking
- Multi-tasker
- Efficient
Responsibilities
Organisation Overview:
Custody Client Services is currently at a pivotal point in its journey to implement a target operating model. We take pride and are passionate about our People and our culture. We are invested in our People and their development. We are transforming and simplifying our operating model, creating an exciting environment which encourages talent and diversity.
Having relentless focus on our client and their needs is a major facet of our overall Citi transformation and our commitment in serving our client holistically offering them the best services with our footprint across the globe. One of the key pillars of our overall strategy is to provide excellent client experience to our clients. Client Services team plays a crucial role in delivering an experience to Citi Custody Clients that represents banks and its Operational capabilities at the highest standard of professionalism, competence and client centricity.
We partner extensively with a range of internal stakeholders including Client Executives , Product , Sales and Custody Ops; alongside having significant interaction with our external client base, playing a key role in the overall client experience. We are a fundamental to the overall perception of the client of Citi communicating appropriately across our stakeholders and client to make positive change for both internal partners and our clients.
Team/Position Overview:
The Custody Client Service Team supports Global custody & DCC Custody working with various global windows servicing client needs across Transaction Management, Cash/FX & Corporate Actions. Team has a global presence primarily providing services from 3 major hubs (Kuala Lumpur, Dublin & Tampa). As a Custody Client Service Senior Manager based in Dublin, you will be responsible for driving and implementing the newly evolving Target Operation Model. You will play a pivotal part in helping to run with our Client Service Strategy for Custody clients and to 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.
Responsibilities:
Query Management & Oversight
- 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 supporting DE&I
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-relaince 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.
Qualifications/Knowledge/Experience:
- 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
Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.
Citi is an Equal Opportunities Employer
-------------------------------------------------
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
-
Join our team
of 220,000+
strong diverse employees -
Socially minded employees volunteering in communities across 90 countries
-
Meaningful career opportunities thanks to a physical presence in over 95 markets
We foster a culture that embraces all individuals and encourages diverse perspectives, where you can make an impact and grow your career. At Citi, we value colleagues that demonstrate high professional standards, a strong sense of integrity and generosity, intellectual curiosity, and rigor. We recognize the importance of owning your career, with the commitment that if you do, we promise to meet you more than half way.
Success Stories
Get inspired and hear what employees who started their careers in Operations have to say about Citi
What do you do at Citi?
I am responsible for the oversight and BAU of the various functions we have within FX, Confirmations, Settlements and Post Settlements. We service the Global FX/MM/Options Businesses across multiple Legal Vehicles. My main area of focus is Risk and Control and People Development.
How does your role/department impact the larger organization?
FX is a key partner to the various Products Citi support and we are key to the liquidity in the Global Markets.
How did you begin a career in your field?
Having worked in a Cash Office, and then in a Bank, I enjoyed Financial Services and that led me to Citi.
What does your day-to-day job entail and what do you like most about it?
My day is always busy between calls, dealing with queries from staff, our internal partners and often from the clients we support. I spend a lot of time focusing on Risk and Control, given the high volumes of transactions we do on a daily basis.
What is the best part about your work environment?
The teamwork and comradery we have within FX. We work hard but we have fun while we do it.
What do you enjoy most about your role?
For me it is the people I work with, they are a very talented, dedicated group who work collectively to achieve our goals. They are the reason I have remained in FX for so long.
What skill set does someone working in this kind of area need?
Ability to communicate effectively, teamwork, attention to detail, client service skills, adaptability and resilience.
What advice would you give to someone looking to break into a career in your field?
Be prepared to work hard and adapt to change.
Where can a career at Citi take you?
A career in Citi can take you wherever you want to go if you are prepared to work hard and take on roles/tasks that take you from your comfort zone.
What makes Citi a good place to work?
Citi has great benefits but more importantly a great community and people to work with.
Define what success means to you.
For me feeling like you have made a difference and achieved something at the end of each day.
What do you do at Citi?
I work for the KYC (Know Your Client) team which is part of the Information Services Group, which provides services to Citi’s institutional client base. KYC is primarily concerned with keeping the bank safe from the risk of money laundering and reputational risk, in tandem with meeting the requirements of our regulators. My role focuses primarily in the “refresh” department which ensures that client data is appropriately kept up to date in accordance with internal Citi policy and in-line with regulatory changes, but I am also part of remediation projects within the broader KYC sphere.
How does your role/department impact the larger organization?
My role sits closely between the investor sales department who manage client relationships, obtaining relevant regulatory information; and AML/compliance advisory teams who are at the forefront of mitigating business risk. Our role engages with a variety of stakeholders including our clients – by conducting due diligence, we can minimize the administrative burden for our whilst satisfying all necessary regulatory requirements across multiple jurisdictions.
How did you begin a career in your field?
My Master’s program focused largely on the legal contexts that multinational firms encounter and the challenges in navigating this. Major regulatory changes are defining features of the regulatory landscape Citi is a part of.
What does your day-to-day job entail and what do you like most about it?
My current role is very cross-disciplinary and no two days are the same. We liaise within our team, adhering to the processes of our department, receiving advisement from compliance/AML teams, engaging with data management teams and investor sales. My team is often a part of training for and implementing regulatory changes from across the world.
What is the best part about your work environment?
Collaboration , focus on innovation and the cross-disciplinary nature of my role makes no two days the same, and constantly shows the progression of the firm to meet client needs.
What do you enjoy most about your role?
Things are constantly changing. KYC is a very dynamic role, as regulatory requirements adapt and change, we as an organization must adapt with them. These changes allow people of all levels to be a part of innovating and streamlining our processes to be a more efficient and effective, all in the interest of providing the best experience for our clients.
What skill set does someone working in this kind of area need?
Attention to detail, a willingness to adapt and commitment to delivering results. Anyone who is dedicated and focused would fit well into this ever-changing department.
What advice would you give to someone looking to break into a career in your field?
The best thing you can have in your early career is have a good attitude and an eagerness to learn. The steepest learning curve comes at the beginning, so your approach to the challenges is what will aid you in navigating the early days.
Where can a career at Citi take you?
The sky truly is the limit. A career with Citi is dependent on the interests and ambitions of the candidate. If you have the drive to progress or your interests expand across different departments, Citi is an excellent place to facilitate this growth and movement.
What makes Citi a good place to work?
The truly global nature of my day-to-day is exciting, I can be communicating with Hong Kong in the morning, Germany in the middle of the day and New York in the afternoon. All of this makes you feel part of a bigger picture which is oriented towards gaining the best results for Citi’s clients. Additionally, Citi is very committed to the growth and development of their workforce, I have been with Citi for 1 year and have completed the first level of the Chartered Institute of Securities and Investment exams, and I am scheduled to complete the next level exams later in 2020.
Define what success means to you
Success is multi-faceted, for me, success is the balance of pursuing excellence in your daily role, with the drive and commitment to progress in the business.
Liadáin
Middle Office Operations – Risk, Compliance and Governance Analyst
Length Working at Citi: 2 Years
What do you do at Citi?
I work in the Over The Counter Trades Middle Office department which forms part of the Middle Office Operations group within the wider Security & Issuer Services division. My role within the department is to help manage and coordinate all initiatives that impact the functional teams from an operational risk, compliance and governance perspective. These tasks include, but are not limited to, audit preparation (internal, SOC1, client), due diligence visits, End User Computing management, issue / cap closures and procedural updates. I ensure the department’s control framework and associated documentation is to a high standard.
How does your role/department impact the larger organization?
Citi’s clients, predominantly large Asset Managers, outsource a number of middle and back office services to Citi for any Over The Counter Trades Derivatives holdings within their portfolios. My principal responsibility is to ensure the department’s control framework and associated documentation is to a high standard.
How did you begin a career in your field?
I came through Citi’s Graduate Programme. After 18 months working at Citi, I applied internally for the role in the Over The Counter Trades Middle Office department.
What is the best part about your work environment?
Citi has a positive working environment that encourages employees to progress and grow within Citi. You are encouraged to apply yourself outside of your day to day role, to communicate and collaborate on projects with other teams. Citi recognizes you for your hard work with Citi Awards and Recognitions.
What do you enjoy most about your role?
There is a great degree of teamwork and communication within my team. We are encouraged to be innovative and express all our ideas no matter how small so we can always be the best for our clients.
What skill set does someone working in this kind of area need?
Understanding of a wide range of derivatives instruments and financial services. Excellent written and oral communication and a strong background in Risk and Control.
What advice would you give to someone looking to break into a career in your field?
The best way someone can learn is learning from others, broadening your knowledge, putting yourself out of your comfort zone and doing the best you can each day. Always look for new ways you can upskill no matter how small. The ones who succeed are the ones who challenge themselves day in, day out to learn something new. Your enthusiasm and attitude to learn and succeed will be valuable for any department. In summary, you must have the right attitude to make it happen.
Where can a career at Citi take you?
Starting your career in Citi at entry level, you have the opportunity to discover and shadow many different roles and departments that you may find better suited to you then you were previously aware of. As Citi is a global bank, you have the possibility to apply internally to another role globally.
What makes Citi a good place to work?
Citi values employee’s professional growth. Employees are encouraged to be innovative and to express ideas to management or through an idea databases. Citi recognizes you for your hard work and for taking on projects or applying yourself outside of your day to day role. I received 2 Citi awards and recognitions all within my first year at Citi. Taking on projects outside of your daily role not only expands your network but also your skills and experience.
Define what success means to you
Doing the best you can in every task each day.
Featured Career Areas
Talent Acquisition
Transformation
FinanceSaved Jobs
You have no saved jobs
Previously Viewed Jobs
You have no viewed jobs