Client Service Team Lead

Overview
Citi's Investor Services provides a comprehensive suite of services across over 100 markets globally, supporting significant product and client growth in local and global products including Custody, Funds & Execution Services.
We are a critical partner to our clients, ensuring efficient and scalable operational services.
Team/Position Overview
The CitiService team supports Global and Local custody clients, working across Transaction Management, Cash/FX & Asset Servicing.
The CitiService Team has a global presence primarily providing services from 3 major hubs (Kuala Lumpur, Dublin & Tampa).
As a CitiService Team Lead, you will play a pivotal part in leading our Client Service Strategy, work closely with Business partners, external clients and internal stakeholders.
This role requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function.
Communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers.
What you will do
Exhibits strong knowledge and expertise in the products and capabilities of the Custody Business (Settlements, Asset Servicing, Cash/FX & Tax)
Key activities include managing client queries, communicate with clients on an ongoing basis, serve as escalation point for issues, and provide overall support for the team
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
Accountable for the ongoing aged queries remediation and the underlying client satisfaction of those data points
Prioritize daily workload to maximize productivity for the team utilizing time management and organizational skills
People Management
Role will manage group of client services professional servicing Custody key clients
Provide opportunities to staff to develop their servicing skills and knowledge of client needs, while team remain motivated to provide high level of service.
Provide continuous guidance and direction in relation to skillset requirements to ensure service excellence
Track and manage team productivity & capacity with management teams.
Drive Citi's Leadership standards across the group and foster a high performing culture with staff
Be adaptable with communication styles to ensure all colleagues understand and everyone is working together on one common goal
Identification of critical staff and develop talent strategies for their retention and growth
Drive training & development programmes for team ensuring no-key person dependencies & and there is healthy level of cover on all task across the team
Drive change in the mind-set towards proactive thinking to pre-empt client needs providing best in class experience
Involved in organisational initiatives
Client & Stakeholder Management
Develops strong relationships across all stakeholders at Citi, along with external clients
Establish strong relationship and collaboration with servicing partners in other regional hubs to maximize client satisfaction
Responsible for client escalation management including presenting cohesive client satisfaction updates to senior management
Participate in Client meetings and calls with Account Managers/CE's – Service Reviews, Issue Logs, DDQ etc
Review and Client Scorecards/Temp checks and own follow up of action as required
Partners with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies
Continuous Improvement & Strategic Focus
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
Communicate any self-reliance opportunities to the Account management team in dealings with clients
Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services
Collaboration with the Sector, Vertical & other business partners to implement strategies focused towards improving client experience.
Risk & Control
Prepare and support the business for audits/exams and client and investor due diligence requests and visits
Proactive raising of CAP's for IBAM credit or otherwise for issues that need specific plans to mitigate over X period of time.
Thorough challenges on controls & a lead role during Quarterly risk assessments & Annual risk assessments
Review monthly Controls results through KRI Manager and ensure any resulting CAP's (Corrective action plan) are raised correctly where required.
Monitor the completion of any corrective actions arising from these reviews
To take part in the regular/ad-hoc reviews of high-risk areas to monitor risk levels and quantify the potential financial exposure related to those risks
Appropriately assess risk when 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.
What well need from you
BS/BA degree or equivalent in relevant subject preferred (e.g. Finance, Accounting, Mathematics, Management)
Extensive years of experience in global financial institutions preferably in Custody
Proven ability to operate at a senior business analytics level with an excellent understanding of end to end operations processes
Ability to introduce and drive change in a complex environment
Proven ability to handle complex and sensitive situations and quickly identify and remediate risks
Demonstrated experience leading people and developing effective and diverse teams across a global footprint
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
Experience in dealing with regulators and internal and external auditors
What we can offer you
By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well.
Discover more here.
Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.
We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive.
Application
Sounds like Citi has everything you need?
Then apply to discover the true extent of your capabilities.
Equal Employment Opportunity (EEO) statement and accessibility information available upon request.
Notes
Job references, location and other details may be subject to change.
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