Job Description

The role will have accountability to the UK/IE Account Management Head and will require the candidate to collaborate with their peers and colleagues in other regions to ensure consistency for any global client relationships that they manage.

• Act as primary point of senior ownership for all client service issues arising from regional escalations and complex issue resolutions
• Work closely with Client Executive’s in retaining and improving client relationship through owning log of operational service issues and service plan
• Maintains strategic knowledge of client’s Operational contact, setup and operating model
• Supporting Sales/CEs in pre-RFP information requests and client due diligence
• Perform regular client meetings to confirm our commitment to delivering the highest level of client satisfaction
• Utilize client metrics and executive reporting to analyze, understand and present operating trends to the client, in a way that creates efficiencies for company and the client, reduces cost of repair and exception and positions company as a superior provider against the competition
• Helps client with navigating firm’s operational SMEs. Arranges subject matter discussions/ reviews as required
• 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 (SSHs, Product, CEs, Network Management, Credit, Legal, Client Delivery, Operations, Technology, etc) in order to effectively deliver results for clients in a timely manner
• Coordinates the logistics of client communication during service / system issues and updates on all events
• Work closely with the Implementations team, Product and the Markets to assist in the successful on boarding of new client business

Required Knowledge, Skills, and Abilities

• Experience in a global financial institution with experience in Direct Custody Clearing and ancillary products
• In-depth insight in processes and platforms within Citi’s Securities Service or relevant peer
• Strong collaboration skills
• Experience in owning client service as a Direct Custody Clearing - Account Manager or similar function
• Experience of managing by influence and demonstrated ability to manage complex issue resolution
• Ability to deliver to a high standard under extreme client relationship/ time pressure
• Self-starter, good problem solver, results oriented
• Strong data and process analytical skills