Client services manager act as the the first point of escalation for clients needing assistance with businesses' products and its associated services. Identifies inconsistencies in data or results, defines business issues and formulates procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Timely review of Clients feedbacks and engage in improving the service relations by providing high level of quality services. Good understanding and experience in managing a team and how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. May also require to manage a small team. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team. Work closely with senior management and represent the team in multiple forums. Actively engage in review of SLA, Procedure review, Audits and monthly process reviews.
Responsibilities:
- Deliver Custody Services to internal clients and external institutional clients Settlement function.
- Supports a range of products/ services and projects in accordance with established systems and procedures, under general supervision.
- Manage and lead teams as deemed necessary.
- Manage and execute client transactions with respect to business, credit, and investment products. Ensure transactions are completed within audit and compliance standards as well as timely majorly revisions of communications, notifications and facilitating transactions related to Settlement function.
- Take ownership of client investigations (e.g., statement reporting issues, Settlement inquiries, account set up etc) and collaborate with operational and middle office teams to ensure effective resolution.
- Applies analytical thinking and knowledge of data analysis tools and methodologies to identify process improvements and support the implementation of projects.
- Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction.
- Proactively arrange and participate in client calls and perform service quality check-in calls to clients.
- Identify and document new business opportunities for referral to product specialist.
- Perform responsibilities through proficient use Citi applications. Participate in service-related process improvements.
- Applies a good knowledge of a wide range of specialized administrative/technical skills to monitor, analyze and/or evaluate processes and data; most of the impact is related to the accuracy of tasks performed, and the quality and timeliness of tasks that affect own team and closely related teams.
- Appropriately assess risk when business decisions are made, demonstrating 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.
- Actively participate in process reviews and work towards process streamlining along with Projects resulting in quantifiable results.
Qualifications:
- 10+ years of relevant experience. Preferable in Client Services role in Custody Settlements area
- Well versed with Custody processes.
- Swift notification – MT5X’s knowledge.
- Consistently demonstrates clear and concise written and verbal communication skills.
- Ability to multi-task with strong organizational and time management skills per the needs of team and clients
- Ability to problem solve and analyse data with demonstration of attention to detail.
- Strong verbal and written communication skills
- Client facing experience; strong background and interest in the fields of operations and compliance; previous experience & knowledge of investments, banking, and custody products.
Education:
- Bachelor's/University degree or equivalent experience
NAM hours coverage : 5:30PM onwards
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Job Family Group:
Operations - Transaction Services
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Job Family:
Securities and Derivatives Processing
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Time Type:
Full time
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