Citi Group VP Account Manager Securities Services 

United States, Michigan 

229740716

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

Anticipated Posting Close Date:

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