Citi Group Senior Client Service Manager - C12 Hybrid 

Australia, Canberra 

748348389

At

Melbourne, Australiawith the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• (Optional) We believe all parents deserve time to adjust to parenthood and bond with the newestmembersof their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life.

In this role, you’re expected to:

• Record all incoming queries in the Enquiry Database system
• Provide CDS (Citidirect for Securities) level 1 support for all clients
• Within the group, prepare and manage client credit requirements for each settlement day in conjunction with the a/c management, risk and credit teams
• Monitor all settlement systems to ensure all issues are escalated and resolved without client impact
• Monitor and calculate client’s stock positions where necessary
• The preparation of weekly/monthly client service reports for presentation in client service meetings with operations management and the account management team
• Maintain all client signatory lists, standing instructions and service standards to ensure the information is kept up to date
• Manage all new client take on’s to ensure a smooth implementation
• Communicate any cross selling opportunities to the Account Management Team in dealings with clients
• Conduct quarterly client service calls and prepare and distribute call reports
• Participate in system testing and process improvement projects
• Manage client issues and escalate to Head and Client Executives where necessary
• Within the group, assist with the preparation and distribution of daily, weekly and monthly MIS for distribution to local and regional senior management
• Manage the distribution of incoming manual client instructionsEnsure up to date maintenance of procedures and documents pertaining to client service, message allocation and settlement processingProactively work with peers across other internal Citi teams to ensure understanding of changing client requirements and needs
• Manage relationships with Citi internal teams, within Australia, across APAC and globally, to ensure relevant information is being exchanged.
• Be a first point of escalation for client problems, issues and complaints.Staff management, inclusive of developing and managing staff performance.
• Project management, including small process improvements, reduction of client queries, process efficiencies and client projects
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
• Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own area
• Provide solutions and influence decisions with potential for broader organizational impact
• Contribute to the development of new customer service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact
• Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels
• Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact
• Lead or support special projects and/or task forces and negotiate with external parties, as needed
• Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives

• 5yearsof relevant experience
• Experience on clearing systems i.e. CHESS, EXIGO and RBNZ
• Exposure to client contact at a senior level
• Ability to comprehend difficult concepts and to disseminate information in a precise comprehensible format
• Ensure that ASX Business rules are upheld and that compliance issues are dealt with in a timely manner
• Good understanding of the Service Level Agreement, develop and deliver superior service to both external and internal clients, and a full understanding of compliance issues
• Strong background and experience in back office processes and procedures
• Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision
• Demonstrated ability to lead teams to deliver results
• Ability foster a work environment of coaching, feedback and open communication
• Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction
• Working knowledge of the Equities, Fixed Income and Cash markets in Australia and New Zealand
• Knowledge of SWIFT
• Understanding of corporate action events
• At least 8 years industry experience with a stockbroker or custodian area.
• Securities Institute Australia (SIA) qualifications preferred (not essential)MS Office
• Strong communication skills and client service experience
• Highly organised, with an ability to prioritise work and meet deadlines
• Ability to work in a team environment with minimal supervision
• Keen learner and pro-active in initiating process improvement
• Willingness to assist others when required
• Ability to receive and give direction
• Participate in team development and personal development programs
• High level of interpersonal skills and the ability to deal with clients in a congenial manner
• Ability to influence issues

Time Type:

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