Citi Group Account Manager - C13 SINGAPORE 

Singapore, Singapore 

606084670

Job Description

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Key Responsibilities

Builds Client Relationships

• Build & maintain positive working relationships with assigned 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 Sales Managers & 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.

Key Requirements

Knowledge/Experience

• 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
• Proven experience successfully managing multi-million dollar relationships

Skills/Competencies

• Excellent analytical and organization skills
• Drives and delivers results
• Uses Sound Judgement
• Innovates and manages change
• Manages Risk and Control
• Excellent written and verbal communication skills
• Strong influencing skills
• Effective negotiation and persuasion skills
• Ability to manage people, client and user expectations
• Builds partnerships and values diversity

Qualifications

• BS/BA/Master degree

Time Type:

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