VP, Client Services Senior Manager, Citi

Citi

Location:

Malaysia, Kuala Lumpur

Category:

Customer Service

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

The KL Client Services Lead is responsible for overall Client Experience relating to Institutional Custody Clients serviced out of KL. The role will be responsible for day-to-day operations management and execute tactical/strategic plans to ensure that that client experience across Transaction Management, Asset Services, Cash & FX meets the highest standard, through standardized global service, high caliber resources and continual process improvement to manage continue reduction in query management. The role will act as senior escalation for KL aspects of Custody Client Service and will report directly to the Regional Head of APAC Custody Client Service. In partnership with the local functional managers, this role will ensure service level compliance, and will deliver the service aspects of the business and service offering. This role will represent Custody operations at internal/ external forums and will support the Product/Business at Client meetings where required.

Job Responsibility:

Service Level Compliance- 100% service level compliance across all functions, in line with both external contractual agreement as well as internal Product/Business expectation
Financial Management across designated GOC for Client Services, ensuring that the department manages cost targets as well as resource management
Standardization of service offering across all Operational functions, ensuring that the Client Experience is “One Custody” globally
Simplify technology across the group, with key focus on client query tooling, data and reporting
Drive Citi initiatives aimed at reducing the high level of touch points and queries within the Bank related to Custody processes
Continually review and enhance the Client services processes in partnership with the Functional Heads and direct management team to drive positive client experience
Support the execution of any associated Location Strategy activities, ensuring that the operation remains fully compliant with all aspects of Send/Receive site requirements, whilst ensuring suitable training material and post go live support is robust and executed
Collaborate with the Productivity Office to assess and support opportunities to reduce inefficiency within the Function
Promptly recognize and take action on gaps within the process control framework to ensure that the control steps across the lifecycle of the process are relevant, documented and understood within the process teams
Staff management
talent, performance, capacity and remuneration
Demonstrates an in-depth understanding of how own area integrates within the overall function to achieve objectives
Analyse various inputs from clients (inquiries, service reviews and client DD sessions) to identify areas of improvement and work with the various functional owners to implement
Work with the various teams associated with any new business on-boarding to ensure a seamless client experience once the business is migrated to Citi
Identifying and addressing key business risks with corrective action plans
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

Requirements:

5+ yrs experience in a Client Services environment, preferably in Custody
Relevant knowledge of more than 1 Custody function is highly advantageous
Experience working with global, multi-region initiatives, projects and teams, including large matrix organizations
Experience leading/managing Custody operations or any functional unit within Custody is advantageous
Strong Custody knowledge and technical know-how is essential
Strong analytical skills – the ability to analyze processes and systems, evaluate data, and identify process improvements
The ability to coordinate and lead colleagues in achieving a common objective
Exceptionally strong interpersonal and relationship-building skills
Experience in dealing in high volume, client sensitive issues
Energetic, flexible, collaborative, and proactive
a leader who can positively and productively add product impact
Bachelor’s/University degree, Master’s degree preferred or industry relevant experience equivalent

Nice to have:

Experience in leading client centric/focused teams with strong background in building Service capabilities instead of query management capabilities
Experience in leading global and regional teams, across multiple time zones
Experience in managing financials and resources associated to a global/regional function
Problem solving, process improvement, self-starter and results oriented
Experience in dealing/managing clients whilst representing an Operational function
Excellent written and oral communication skills
Effective in working cross-functionally
Skilled in negotiating and influencing others
Local regulatory and compliance familiarity to drive processes and perform according to country procedures and standards

What we offer:

Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more
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

Additional Information:

Job Posted:

March 21, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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VP, Client Services Senior Manager