Client Executive, Vice President, Taipei, Taiwan

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Job Overview

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Builds Client Relationships

• Responsible for Incremental opportunities and work closely with Sales Solution to identify business wins.
• Build & maintain positive working relationships with assigned investors clients and fund managers through an active calling program that ensures optimal service.
• 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.

Manage the client relationship on a regional level basis

• Lead development of Client Service Level Agreement (SLA’s) with assistance of Client Executives & Product partners.
• Manage and recommend solution to approve claims and AP debit/credit adjustments.
• Manage the collection of aged receivables and coordinate the billing issues.
• Maintain COB client list.

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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