SVP-APAC Markets Operations Client Strategy Head

Citi Markets Operations is currently at a pivotal point in its evolution and 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 diversity of thought and inclusion. 

We are a dynamic, global, and diverse Organization, with a presence in over 60 Countries; covering all front post execution Operations teams including product aligned Middle Office groups, Settlements, Margin, Asset Servicing, Listed Derivative & Commodities Operations. We support an extensive range of Capital Markets products and services including Fixed Income (FX, Rates, Credit, Muni, Cash and Derivatives) where Citi is consistently a dominant top 3 player in the market, Equity (Cash, Derivatives, Prime Brokerage, Futures, Listed Derivs, FXPB) where Citi has a significant growth program to continue to build out its capabilities and services; and Syndicates where we support both FI and EQ new issues and IPOs. Our Operations groups are core to the success of the Markets business and have significant impact across the lifecycle of a trade.  We partner extensively with a range of internal stakeholders including Front Office Sales and Trading Desks, Compliance, Legal, Finance and HR; alongside having significant interaction with our external client base, playing a key role in the overall client experience. We have a Client relationship group, dedicated to overseeing the Organizational service performance and strategic partnership for our top tier client base, where we play a key role in supporting our global clients to ensure they have a first-class experience when doing business with Citi.

Our Business Intelligence and Process Re-engineering group works alongside our Operations teams delivering automation solutions to solve for operational challenges.  We partner with Citi’s innovation labs to drive optimization, and overall play a pivotal role in enabling us to transform to achieve our target operating model.

Our Technology partners develop and implement a wide range of applications that support the Operations, Change, Design and Implementation groups in providing innovative products and solutions. We have re[1]imagined how to provide technology and service in our domain through the alignment of our team vision, culture, and aggressive retirement plan for legacy applications and adoption of a micro-based containerized cloud environment. We encourage our people to create, explore and be adventurous whilst taking measured risk, adopting safe practices to protect the firm. Data lineage and optimization is core to how we develop our eco system. We are growing our capabilities using artificial intelligence, natural language processing and machine learning. 

Our roles entail ensuring we operate in a robust control environment, whilst in a fast-paced workplace.  We comply with global regulations and internal policies and adopt a proactive approach to identifying opportunities to reduce risk through the continuous evaluation of our controls; to protect our clients, the firm, and our reputation. We work closely with our external global peers, partners, and regulators, and play an integral part in leading an agenda at the forefront to optimize and streamline processes and drive strategy across our industry. 

SVP-APAC Markets Operations Client Strategy Head-

Job Purpose:

The APAC Client Strategy Head will manage the regions OCRM (Operations Client Relationship Management)  team and overall Markets Operations Client Strategy. OCRM manage Platinum Client Relationships from a post-execution perspective, acting as an escalation & advisory contact point across all executing broker products, with a view to creating a competitive advantage for our business. This person will also be responsible for creating, developing and driving the newly evolving Markets Operations Client Experience Strategy for the region. They will have responsibility for building this new team and direct management oversight. This role will report into the Global Head of Markets Client Strategy. The role will focus on a tiered client service offering across all of Markets Clients in the APAC region and working with key Markets Operations Managers globally in building out their service model supporting the client base. The focus will be to implement a strategy appropriate for Priority and Core clients, leveraging and scaling the current Platinum service that currently exists. This new client experience group will have the responsibility to drive out the tasks defined in the Strategy, working closely with Technology, Front Office Sales, Operations , and our External Clients.

Organizational Oversight:

• Overseeing and leading core operations around APAC Client Strategy maintaining a culture and environment where Client related issues and processes impacted are continually monitored and remediated with senior operational managers, and potential risks escalated on a timely basis as well as acting as a senior point of escalation
• Management of Operational Client Relationship Management team, including responsibility for a number of Platinum clients by owning the client experience relationship end to end.
• Working with Global Client strategy team to develop an effective Client Dashboard control  metrics framework that fully meets overall client needs and expectations across Platinum, Priority and Core clients.

Stakeholder Engagement:

• Acting as key point of contact for the site for Markets Operations across internal and external stakeholders and Operational Product Heads in APAC and global region for client related escalations.
• Continued engagement and face off with a range of senior Business, Technology and Operations partners to strive for optimal and effective client driven solutions together with operations stakeholders.
• Senior Escalation Contact for Operational Client Issues for Head of Sales.
• Supporting and partnering with the Business to facilitate a growing and expanding client base / operational offerings together with Operations and Middle office partners.
• Engaging in client discussions & relationship management activities as required to support the Business

People Agenda:

• Working with Global Client strategy manager to Implementing a successful People and Engagement strategy  to help attract, develop, retain and recognize a diverse and talented workforce for the site
• Promoting a culture of continuous improvement and cultivating a robust service and control Environment
• Engaging with and leading our People. Developing effective and diverse teams across a regional footprint
• Coaching and mentoring our People. Ensuring effective one to one discussions. Providing direction, feedback, support, and encouragement for career development
• Championing diversity and inclusion to create a working environment which allows our People to thrive and excel

Organisational Transformation:

• Leading the Organization to deliver vs goals to meet the Target Operating Model of Client Strategy in APAC
• Leading the site to work with Operations Stakeholders to simplify, improve and measure processes by delivering enhancements to the control environment, and the customer journey with input to design techniques and digital automation.

• Supporting the delivery of strategic platform re-engineering initiatives, with conscious intent to collaborate with Strategic Operations and Business Partners to standardize and industrial flow, reducing manual touch points and aligning tech delivery vs. business goal and wallet share optimization
•  Driving the implementation of initiatives to continuously improve Client centric metrics such as STP rates and productivity with Strategic Partners such as Operations and Technology
• Active engagement, in-out and thought leadership in the development and implementation of multi-year operations strategy, in partnership with the Operational Product Heads, Business and Technology stakeholders
• Present cohesive client strategy updates to senior management.

Qualifications and Skills:

• BS/BA degree or equivalent work experience preferred
• Extensive experience in Tier 1 global financial institutions preferably, with experience in Middle office /Operations and strong Markets product knowledge

• Energetic, flexible, collaborative, and proactive; a leader who can positively and productively add product impact to both strategic and tactical technology
• Strong, influential communicator who is articulate and concise, demonstrated success interacting with senior management both in the business, corporate functions as well as the Operations, Business and Technology environments
• Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources
• Self-reliant, good problem solver, results oriented.
• Demonstrated experience leading people and developing effective and diverse teams across a significant footprint.
• Ability to establish and build trust with professionals throughout the business as a leader, advisor and business partner to the organization with a clear client orientation.
• Strong awareness of both external and internal best practice perspectives, maintaining a balanced and fresh viewpoint.
• Ability to conceptualize aspects of the organization’s model and its future development.
• Builds long-term relationships, product awareness and brand reputation with clients, and is recognized both internally and externally as a trusted, client-centric advisor that delivers Citi's global network and value proposition
• Leads change in an evolving, globally competitive landscape by identifying emerging trends and promptly sharing observations with relevant partners
• Develops and drives global business strategy, engaging the team to address opportunities to improve and making any needed changes in organizational structure or processes to enhance the client experience and maintain long-term relationships

-------------------------------------------------

Job Family Group:

-------------------------------------------------

Job Family:

------------------------------------------------------

Time Type:

------------------------------------------------------

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