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The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

Senior Client Change Manager

Job Req ID 20232740 Primary Location Melbourne, Australia; Sydney, Australia Job Category Operations - Transaction Services
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Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

The Role

This position is an integral role within the Fund Services/Custodian operations as one of its key responsibilities is to ensure the timely implementation of client change programs.  Working with internal stakeholders to meet project milestones, excellent communication skills are a key requirement within this role.   

Experience in working on large client change, implementation and/or transition projects including restructures and onboardings are critical for this role, as well as having a diverse knowledge base across multiple fund services and custodian operations.

Training within the unit is also a key component and it is incumbent upon the individual to manage their own development including awareness of changes to accounting standards and improving knowledge across systems.  This individual will play a key role in servicing our clients’ needs and maintaining an excellent working relationship.


  • Cross functional Project Management covering both Fund and Custody Services.  (Fund Accounting, Cash Allocation, Tax, Financial Reporting, Transfer Agency, Performance, Middle Office, Custody)
  • Single point of contact for client change, improve client experience and engagement.
  • Understand the client requirements and be able execute, manage and troubleshoot projects.
  • Client management involving meeting all project lifecycle events
  • Build and maintain relationships with internal and external clients, and serve as point of escalation of complex queries.  Including Vendor Management and external registry partners.
  • Work closely with Client Executives, Account Managers and Product Managers on client management and service improvement initiatives.
  • Escalate to Senior Managers, Client Executives and/or Account Managers as well wider internal teams and ensuring they are informed of all issues that may arise and status of all deliverables.  Escalating any potential system or deliverable issues.
  • Identify opportunities to implement process improvements and recommend system, service, and process enhancements including leading and evaluating system testing.
  • Escalation point for upstream and downstream teams, leading the process to work through issues with relevant parties, including developing training plans/documentation for any gaps that are discovered in the process to prevent reoccurrence. 
  • Overall responsibility to ensure teams are following the risk and control framework.

Compliance Responsibilities

  • Ensure the business unit maintains the ethical standards contained in the Code of Conduct.
  • Adhere to firm policies and procedures, regulatory and legislative requirements.

Key Technical/Specialist skills/competencies

  • Minimum 10 years’ experience in Fund and/or Custody Operations
  • Experience in managing the large client restructures, transitions and Successor Fund Transfers.
  • Experience in leading operational streams to deliver projects, new services, transitions.
  • Understand complex fund structures/superannuation market.
  • Strong stakeholder management with experience with working with internal and external stakeholders. 
  • Transfer Agency/Unit Registry Project experience will be highly regarded.

Key Personal Attributes/Interpersonal skills

  • Proven team management experience.
  • Pro-active problem solving and resolution.
  • Effective time management skills.
  • Strong communication skills both verbal and written
  • Strong team player.
  • Ability to work productively in a continuously evolving, complex and fast pace environment.

Qualifications / Experience

  • Degree level qualification in Business, Accounting, Mathematics, Economics or similar discipline.
  • Completion of, or currently studying towards, a relevant post graduate qualification (e.g. CA, CPA, CFA or Masters of Applied Finance) highly regarded.
  • Prince2 or similar project management courses, highly regarded.
  • 10+ years relevant experience.


Job Family Group:

Operations - Transaction Services


Job Family:

Transaction Capture Services


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.

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View the EEO Policy Statement.

View the Pay Transparency Posting

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