Custody Client Services Manager

5 months ago

Kuala Lumpur, Malaysia Citi Full time

Whether you’re at the start of your career or looking to discover your next adventure, your story begins here. At **Citi**, you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks. We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism.

**Shape your Career with Citi**

Citi’s **Securities Services** **(SS) **supports our clients’ business by drawing on the strength of our unmatched global footprint, which provides 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 **Custody Client Services Manager (AVP) - Hybrid **(Internal Job Title**:Customer Service Senior 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 decision and manage your financial well-being to help plan for your future. For instance: 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.

We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world. 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 Customer Service Senior Analyst is a middle management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients.
- Manage one or more teams in servicing and/or sales as well as complex and variable issues with significant impact over department(s) Evaluates team’s performance, make recommendations for pay increases, hiring, terminations and other personnel actions and maintain appropriate staffing requirements to meet operational needs, manage team to meet goals within the budget
- Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost/benefits, make recommendations, develop and oversee implementation plans
- Demonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge
- Provides evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolution
- Negotiate solutions and acts as a liaison with internal and external customers, as necessary
- Responsible for delivery of end results, shared responsibility for budget management and accountable for resource planning
- Ensure essential procedures are followed, contribute to defining standards
- Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectations
- 5-8 years of strong work experience in Securities Services Operation Asset Servicing/Corporate Action
- Degree (or equivalent experience) required or operational experience with leadership and project management skills preferred.
- 1-2 years exercising managing people competencies
- Experience interacting with large corporate and government clients
- Senior management experience
- Consistently demonstrate clear and concise written and verbal communication

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.
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer Service
- **Time Type**:

- 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.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

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