Citi Group Customer Service Senior Manager Hybrid 

United States, Indiana 

660079893

What you’ll do

• Positively contribute to the Citi Services strategy execution at a country and regional level
• Implement and monitor required policies and controls within the team
• 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 instil a culture of exceptional client service across the operational teams servicing assigned clients.
• Participate in Due Diligence Visits & attending Board Meetings with respect to operational performance.
• 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.
• Oversight of significant client change initiatives and co-ordination of client change delivery for non-contractual change clients.
• Partner up with BAU Operations to champion operational solutions & challenge manual/bespoke/inefficient processes to reduce risk, increase efficiency and/or enhance service delivery.

What we will need from you

• Good knowledge of the Securities Services industry
• Proven track record of client management
• Experience of managing by influence and demonstrated ability to manage complex issue resolution.
• Self-starter, good problem solver, results oriented.
• A strong understanding of the regulatory, risk and control environment impacting our business.
• Bachelor's degree/University degree or equivalent experience.
• Master's degree preferred

Time Type:

View the " " poster. View the .

View the .

View the