AVP, Client Services Manager

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At Citi, we connect millions of people across hundreds of cities and countries every day. We do this through our unparalleled global network, providing a broad range of financial services and products to our clients – whether they be consumers, corporations, governments, or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Shape your Career with Citi

Citi's Securities Services (SS) supports our clients' business by drawing on the strength of our unmatched global footprint, providing them with access to local expertise and scalable solutions to support their ambitions.

We're currently looking for a high caliber professional to join our team as AVP, Client Services Manager (Custody) - Hybrid (Internal Job Title: Customer Service Sr Analyst - C12) based in Kuala Lumpur, Malaysia. Being part of our team means that we'll provide you with the resources to meet your unique needs, empower you to make healthy decisions, and manage your financial well-being to help plan for your future.

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling, and more. Coverage varies by country.
• 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.

In this role, you're expected to:

The Client Service Intermediate Analyst is responsible for providing clients with resolutions and support in coordination with the Client Delivery department. The overall objective of this role is to address external customer issues and provide ongoing customer service support pertaining to Custody and Transaction Management perspectives (covering Pre-Settlements, Settlements, Cash, and Forex).

Responsibilities:

1. Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, and resolved timely and professionally in line with departmental standards.
2. Provide coaching and support to the team and serve as a point of contact for escalations.
3. Develop and maintain client portfolio through regular calls and face-to-face interaction, as needed.
4. Inform clients about problems (system failures, market issues) and provide regular resolution updates.
5. Advise on and advocate the implementation of process improvement and reengineering to improve client experience.
6. Maintain knowledge of new market and regulatory requirements affecting client portfolio/base.
7. Escalate customer feedback, processing delays, and errors appropriately.
8. Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary.
9. Complete tasks such as reviews, audit preparation, capacity planning, reporting, and maintain control environment.
10. Participate in and advise on inquiry-volume reduction, client experience initiatives, and cross-departmental initiatives.
11. Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.

As a successful candidate, you'd ideally have the following skills and exposure:

Qualifications:

1. 5-8 years of Client Service/Custody experience.
2. Relevant Transaction Management experience (business/financial environment) preferred.
3. Demonstrated project management and organizational skills to prioritize multiple tasks.
4. Proven self-reliance and accountability and ability to manage risk.
5. Consistently demonstrate clear and concise written and verbal communication with the ability to influence stakeholders.
6. Proven investigative and analytical skills.
7. Consistently deliver high-quality customer service with a focus on building client relationships and achieving quality results.

Education:

·Bachelor's degree/University degree or equivalent experience.

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community, and make a real impact.

Take the next step in your career, apply for this role at Citi today.

Job Family Group: Customer Service

Job Family: Institutional Customer Service

Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.