Investor Services Client Executive

Discover your future at Citi

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Job Overview

Team/Position Overview

Investor Services is a key business covering Global Custody and Funds Services products, providing services to a variety of institutional clients, both, global and regional importance to the firms’ franchise.

Maintaining high levels of customer satisfaction with products’ operational delivery is at core of these products. Client Service plays a pivotal role by being responsible for leading client delivery teams as well as partnering up with all stakeholders including Client Executives, Product and wider Operations and Technology organisation to drive service performance, develop specific client initiatives and implement service strategy.

The successful candidate will act as the primary contact for assigned clients for managing contractual and commercial aspects and also for the strategic growth of the client. They will also assist as senior escalation for operational service related escalations and will be responsible for ensuring that Citi is delivering a best in class client experience and for implementing an appropriate service delivery governance structure focused on proactive client management. It is within the remit of the Client Executive role to act as an advocate for the client within Citi.

What you’ll do

• Manage all contractual and commercial aspects of the relationship with the client and internal stakeholders
• Assist with resolution of escalated operational and service issues in path to green
• Assist with Operational site due diligence visits, audit schedule, operational workshops and their agenda and follow-ups for the team and stakeholders
• Utilize Client and Process knowledge to champion innovation and challenge manual / bespoke / inefficient processes to drive the SSO strategy of scalability with a view to ultimately reducing operational risk and increasing the efficiency of the Clients Operations processes
• Assist with the oversight of significant client initiatives from an operational perspective and client changes for non-contractual change clients
• Champion client coordination, feedback and timelines in rollout of operational changes, new functionality, regulatory changes or any other changes impacting assigned clients and own operational service plans capturing solutions to significant issues and proactive initiatives and jointly discuss with clients on a periodic basis
• Support and lead internal virtual team meetings creating a consistent client focused culture and efficiency mind-set across Citi teams
• Support Sales/CEs in pre-RFP information requests and client due diligence sessions
• Support and lead internal virtual team meetings creating a consistent client focused culture and efficiency mind-set across Citi teams
• Support client service review meetings ensuring quality MI are presented. Share service review results internally and ensure any resulting action items are managed to conclusion
• Support regular calls with assigned clients to review operational issues log and MIS
• Solicit 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
• Maintain client signature lists and client statutory documents. Ensure accurate and timely KPIs/SLA metrics are delivered
• Ensure timely resolution of credit related transactional issues
• Monitor aged receivables and lead conversations with the clients to close out aged billing items
• Adhere to the escalation policy for any significant issues where others outside of direct management line need to be made aware of the issue, steps to resolution and notification of closure
• 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
• Completion and review of scorecard metrics with relevant Ops/product/CE partners for assigned clients
• Own operational service plans capturing solutions to significant issues and proactive initiatives and jointly discuss with clients on a periodic basis.
• Based on knowledge of processes and client feedback, raise product gaps to relevant Product team ensuring a targeted strategy is in place.
• Positively contribute to the Client Service strategy execution at a country and regional level

What we’ll need from you

• Degree preferred, preferably in a business discipline.
• Relevant experience in a global financial institution on client facing role with broad end to end understanding of the Securities Services products to including Fund Accounting, Transfer Agency, Middle Office, Global Custody and Direct Custody.
• Must demonstrate strong communication skills.
• Enthusiastic with strong presentation and interpersonal skills.
• Thorough knowledge and familiarity with Microsoft Word, Excel, PowerPoint and Outlook required.
• Strong analytical and problem solving skills.
• Continuous improvement mindset and experience.
• Strong team player with excellent attention to detail.
• Good understanding of current and upcoming industry regulations.

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.

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Job Family Group:

Institutional Sales

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Job Family:

Account Management

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Time Type:

Full time

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Primary Location Full Time Salary Range:

€85,600.00 - €128,400.00

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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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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

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This job opening is for an existing job vacancy.

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