Job purpose:

Securities Service is a key business within the Citi Institutional Clients Group. The business covers Custody, Funds Services and Direct Custody products, providing services to the variety of the institutional clients, of both, global and regional importance to the firms’ franchise.

The successful candidate will act as the primary contact for operational service-related escalations and in conjunction with the Client Executive (CE), will be responsible for ensuring that Citi is delivering a best in class client experience. The successful candidate will typically be assigned a number of clients and be responsible for implementing an appropriate service delivery governance structure focused on proactive client management. It is within the remit of the Account Manager role to act as an advocate for the client within Citi.

Key responsibilities:

• Create collaborative relationships with the client(s) and act as trusted advisor on service-related matters and proactively manage clients through the provision of excellent customer service and understanding their strategic goals and needs
• Lead resolution of escalated operational and service issues in path to green. Help clients navigate Citi’s operational Subject Matter Experts. Arrange subject matter discussions/reviews as required.
• Set the standards and instill a culture of exceptional client service across the operational teams servicing assigned clients
• Establish appropriate local governance and feedback processes to ensure full transparency around client needs and issues
• Be a client advocate within the business and be the accountable owner of complex cross function service issues
• Lead client service reviews and Due Diligence Visits, attend Board Meetings with respect to operational performance
• Solicit feedback from the client on a regular basis re client sentiment and drivers behind any amber/red returns. Identify clear path, owner and target date for return to green.
• Own client service review meetings ensuring quality metrics and data are presented. Share service review results internally and ensure any resulting action items are managed to conclusion.
• Own operational service plans capturing solutions to significant issues and proactive initiatives and jointly discuss with clients on a periodic basis.
• Establish and lead regular calls with clients to review operational issues log and MIS.
• Support Sales/Client Executives in pre-RFP information requests and client due diligence sessions.
• Monitor aged receivables and lead conversations with the clients to close out aged billing items.
• Oversight of significant client change initiatives and co-ordination of client change delivery for non-contractual change clients.
• Ensure clients receive notices and updates on all planned changes, including Citi driven, client driven and regulatory driven change. Ensure clients are fully operational and satisfied post go-live.
• Partner up with BAU Operations to champion operational solutions and challenge manual/bespoke/inefficient processes to ultimately reduce risk, increase efficiency and/or enhance service delivery.
• Based on knowledge of processes and client feedback, raise product gaps to relevant Product team ensuring a targeted strategy is in place.  

Qualifications

• BS/BA degree relevant subject (e.g. Finance, Accounting, Management) or equivalent work experience
• Experience in a global financial institution with broad end to end understanding of Global Custody and other Securities Services products including Direct Custody, Fund Accounting/Administration and Middle Office services. 
• Strong customer focus and previous experience in a client facing role essential
• Ability to establish and build trust with clients and senior leaders throughout the business, demonstrating strong advisory and influencing skills to evaluate needs and develop solutions
• Ability to work effectively and independently in situations requiring analytical, interpretive and problem solving techniques using impeccable integrity and judgement
• Strong analytical and problem-solving skills with an ability to evaluate needs and develop solutions
• Results oriented self-starter with a continuous improvement mindset and experience.
• Proven ability to lead cost saving initiatives and manage key operational risks
• Enthusiastic with strong presentation and interpersonal skill

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

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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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