Client Service Senior Analyst

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 senior analyst, you will play a pivotal part in supporting 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.

Responsibilities

- Query Management & Oversight — Exhibits strong knowledge and expertise in the products and capabilities of the Custody Business (Settlements, Asset Servicing, Cash/FX & Tax). Key activities include managing, reviewing and responding to client queries, timely escalation of key client issues to the senior manager, and managing client expectations by providing updates and timelines for resolution/completion.
- Risk & Control — Ownership of logging OREs at the time of identification, perform weekly review with the senior manager to ensure appropriate action is taken; assess and undertake quarterly reviews of controls to ensure effectiveness and soundness remain; participate in regular/ad-hoc reviews of high-risk areas to monitor risk levels and quantify potential financial exposure; review monthly Controls results through KRI Manager and ensure any resulting CAPs (Corrective Action Plans) are raised correctly where required and monitor the completion of actions.
- Process Improvement & Strategic Focus — Continuously identify process improvement opportunities and communicate to management for consideration; encourage the team to implement new process ideas and initiatives; provide in-depth analysis to define root cause of queries, pre-empt client needs and develop solutions to eliminate issues at the source; participate in key strategic initiatives aligned with CitiService's vision.
- Client & Stakeholder Management — Develop strong relationships across stakeholders at Citi and with external clients; manage client escalation including presenting client satisfaction updates to senior management; review and follow up on Client Scorecards/Temp checks; investigate root causes of issues and client dissatisfaction and escalate as needed.

Qualifications

- BS/BA degree or equivalent in a relevant subject preferred (e.g., Finance, Accounting, Mathematics, Management)
- 6+ years of experience in global financial institutions, preferably in Custody Operations
- 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.

Equality statement: Citi is an equal opportunity employer. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply, review Accessibility at Citi, EEO Policy Statement, and the Know Your Rights poster.

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