Client Service Manager - Custody

The role of the Client Service Manager (CSM) supporting Global Custody (GC) operations as well as Direct Clearing & Custody (DCC) is to ensure we provide a pro-active customer service experience to all Citi’s domestic and international clients covering both investor and intermediary types in support of all international markets. This includes local team as well as the offshore servicing hubs. The CSM is required to ensure we meet the SLA turnaround times in responding to all incoming queries received by telephone, email or other means.

The CSM is also a first point of escalation and faces off to local and regional business stakeholders as well as working with various Global Window operations in servicing client’s needs across cash, trade support and corporate actions. The most important aspect for this role outside of excellent client service focus is knowledge and experience of inner workings of international markets across all custody product offerings.

• To monitor and proactively address all incoming client inquiries for the department

• Monitor queries flow for international markets (via Kuala Lumpur (KL), Dublin and Tampa US GC servicing structure) and ensure response accuracy and adherence to our communication and service standards

• Provide direction and feedback to global teams, particularly those in the GC servicing structure hubs, but also including the Direct Custody branches in over sixty countries.

• Providing opportunities to the staff in the GC servicing hub structure to develop their servicing skills and knowledge of client’s needs, while ensuring the teams remain motivated to provide a high level of service. Provide feedback and direction in relation to recruitment processes and skillset requirements to ensure servicing excellence

• Potential for further local team leadership should business continue with current rate of growth and more support needed onshore

• Offshore staff management across multiple offices through influencing, planning and reviewing key performance indicators from client servicing perspective.

• Proactive escalation of issues to operational management, client executives and sales areas

• Ensure compliance with global standards for the monitoring, replying and recording of client queries in query management system

• Close partnerships with global window operations across the Citi network (main focus on KL GC)

• Provide CDS (CitiDirect for Securities) level 1 support for all clients

• Within the group, prepare and manage client credit requirements for each settlement day in conjunction with the a/c management, risk and credit teams

• Plans, administer, manage and review service to major client to ensure we are providing appropriate level of service as required by after-sales and post implementation servicing

• Work with global custody servicing team to ensure most efficient and robust processes are adopted for client servicing purposes

• Preparation of weekly/monthly service reports for presentation in regular client service reviews

• Manage weekly review of service being provided to client and internal stakeholders, inclusive of weekly service review with clients

• Work closely with our Implementations Team to assist in managing all new client take-ons to ensure a smooth implementation

• Communicate any cross selling opportunities to the Account Management Team in dealings with clients

• Participate in system testing and process improvement projects

• Manage client issues

• Within the group, manage the preparation and distribution of daily, weekly and monthly MIS for distribution to client, local and regional senior management

• Developing and reviewing policies, procedures and documents pertaining to client service and custody processing to ensure quality of service being provided by the team

• Proactively work with peers across other internal Citi teams to ensure understanding of changing client requirements and needs

• Manage relationships with Citi internal teams to ensure relevant information is being exchanged

• Be a first point of escalation for client problems, issues and complaints.

• Project management, including process improvements, reduction of client queries, process efficiencies and client projects

• Comply with the ethical standards contained in the Code of Conduct

• Adhere to firm policies and procedures, regulatory and legislative requirements

• Exposure to client contact i.e. – proactive and/or quality service

• Ability to comprehend difficult concepts and to disseminate information in a precise comprehensible format

• Knowledge of international markets and all custody product service offerings as well as end to end business flows

• Good understanding of the Service Level Agreement, deliver superior service to both external and internal clients.

• Strong background and experience in back office processes

​​Personal Attributes / Interpersonal skills

• Strong communication skills and client service experience

• Highly organised, with an ability to prioritise work and meet deadlines

• Ability to work in a team environment with minimal supervision

• Keen learner and pro-active in initiating process improvement

• Willingness to assist others when required

• Ability to receive and give direction

• Participate in team development and personal development programs

• High level of interpersonal skills and the ability to deal with clients in a congenial manner

• Ability to influence issues

Qualifications

• Finance, commerce or business related tertiary qualifications preferred but not essential

Internal

• All in country DCC teams and offshore Global Custody processing centers. Corporate Actions, Control, Credit, Managers, KL COE, IT, Account Managers, Peers

​External

• Clients, Fund managers, ASX, RBNZ, CHESS, Registries, Listed companies / Issuers

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