Client Executive, Investor Services, VP - Taiwan

Discover your future at Citi

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Job Overview

Builds Client Relationships

• Build & maintain positive working relationships with assigned clients portfolio through an active calling program that ensures optimal service for revenue retention.
• Work with Global Sales and Solution and relevant product partners to identity business opportunities to generate alpha and business growth.
• Identify and understand client requirements across the entire securities services value chain in order to proactively recommend process improvements and enhancements to meet clients’ needs.
• Utilize early warning process to identify and resolve client service issues before they are escalated to Client at Risk.
• Become an expert on the customer’s operating business.
• Monitor client satisfaction.

Drive the service quality process at the client level

• Perform regular service reviews & develop actions plans to address issues, deliver solutions and improve client satisfaction.
• Perform regular face-to-face client meetings to confirm our commitment to delivering the highest level of client satisfaction.
• Manage the delivery of client service reviews to all platinum and priority clients with the necessary follow-up to maintain a frequent pulse check via touch points on the client’s satisfaction levels with Operations
• Act as a central point of contact for all key issues impacting client satisfaction.
• Take ownership for client issues and drive resolution through the rest of the service and operational organization
• Coordinate and ensure client participation in external surveys & incorporate survey results into driving up client satisfaction.
• Track by maintaining Integrated Client Analysis (ICA) and ensure all service issues are addressed with relevant product partners.
• Utilize client metrics and executive reporting to analyze, understand and present operating trends to the client, in a way that creates efficiencies for Citi and the client, reduces cost of repair and exception and positions Citi as a superior provider against the competition

Act as the single point of contact for the client

• Build virtual service teams that are capable and nimble to respond quickly to the needs of our clients, creating a team sense of collective responsibility and ‘client first’ mentality
• Develop/ maintain network of contacts within Citi in order to effectively deliver results for clients in a timely manner.
• Coordinate customer testing (UAT) and post-implementation reviews.

Requirement:

• 10 years experience in the financial services industry
• 10 years experience in managing client relationships
• Experience with Securities Services  and strong back ground on Securities Services process and product knowledge
• Excellent written and verbal communication skills in Mandarin and English
• Strong influencing skills
• Effective negotiation and persuasion skills
• Ability to manage people, client and user expectations
• Builds partnerships and values diversity

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Job Family Group:

Institutional Sales

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Job Family:

Investor Sales

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Time Type:

Full time

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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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