CitiService Senior Manager

We are in the process of establishing a new CitiService function as part of the Bank’s strategic focus to enhance the client experience and seeking to recruit a client focused Senior Service Manager to support Investor Services Operations, who will be responsible for key clients with the CitiService team in EMEA, support oversight of Client Implementations/Change, as well as directly owning some senior client relationships. This Position is critical for the Luxembourg branch as we are in a journey to transform Citi Lux into a center of excellence for client experience and oversight. The individual should be adept at managing through and influencing change as CitiService is an evolving team that aims to facilitate efficient, scalable operational services across all products and business lines, and sits across Investor Services and so these skills are key. Investor Services provides a suite of services across 101 markets and associated global CSC locations seeing significant product and client growth in the local and global products including Custody, Funds, Issuer & Execution Services.

Responsibilities:

• Senior Service Manager within CitiService in EMEA with focus on delivering a high level of service and complying with Citibank’s’ policies, procedures and government regulations.
• Support client Operational and Onboarding needs spanning all Products within the Issuer and Investor Services business relating to Fund Accounting, Middle Office, Transfer Agency, Securities Lending, Issuer Services, and Custody.
• Support Oversight of Luxembourg Client Implementations and Change - will be responsible for oversight of Luxembourg Client Implementations (originations and business growth) and delivery of client change projects in line with service strategy and initiatives.
• Alignment of Service Delivery and Client Implementation in Change - will ensure CitiService delivery for clients is co-ordinated across the BAU and project delivery, ensuring robust operational readiness and early life support pre and post transition events.
• Exhibits and applies strong knowledge and expertise in the products and capabilities of the Investor Services Business, including but not limited to Fund Accounting, Middle Office, Transfer Agency, Trade Settlements, Asset Servicing, Cash/FX, Tax Operations, and Lending.
• Prioritize daily workload to maximize productivity for the team utilizing time management and organizational skills.
• Plan, administer, manage, and review service to major clients to ensure we are providing appropriate level of service as required by after sales and post implementation servicing.
• Responsible for client escalation management including presenting cohesive client satisfaction updates to senior management.
• Participate in Client meetings and calls with business partners - Service Reviews, Issue Logs, DDQ etc.
• Review Client Scorecards/Temp checks/KPI's and own follow up of action as required.
• Drive Citi's Leadership standards across the group and foster a high performing culture with staff.
• Drive team mind-set towards proactive thinking to pre-empt client needs providing best in class experience.
• Develops strong relationships across all stakeholders at Citi, along with external clients, including establishing an effective working relationship with front office and operations management to jointly identify and resolve on-going issues.
• Drives culture of change, working across products and services to bring OneCiti together for enhanced client experience and sits in the Citi Lux Investor Services Management Forum.
• Regularly review processes to ensure maximum efficiencies while delivering premium service quality and deploying high-quality controls.
• Provides in-depth and sophisticated analysis with interpretive thinking to define root-cause of queries, pre-empt client needs and develop innovative solutions to eliminate them at source.
• Thoroughly challenges on controls & takes a lead role during regular risk assessments.
• 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• Significant experience in Securities Services and/or a similar position with strong client focus.
• Proven record of driving change, through data led insights and via cross-functional teamwork to deliver large scale projects.
• Communication and presentation skills to command senior client and senior internal stakeholder meetings (Steering Committees).
• A demonstrated ability to operate successfully and contribute in an evolving new area where structure and target operating model is not yet fully defined.
• Proven ability to operate at a senior business analytics level with an excellent understanding of end to end operations processes.
• Proven ability to handle complex and sensitive situations and quickly identify and remediate risks.
• Excellent written and verbal communication skills with ability to communicate and influence at senior levels.
• Self-reliant problem solver, results oriented.
• Strong organizational and project management skills, able to work under pressure and prioritize to deadlines.

Education:

• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred

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