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Vice President, Client Services
2 weeks ago
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 **Vice President, Client Services (CitiService) - Hybrid** (Internal Job Title: Asset Servicing Senior Mgr - **C13**) based in **Kuala Lumpur**. 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.
- 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 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.
Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required to negotiate internally, often at a senior level. External communication with clients and counterparties is a key function of the role. Accountable for the end results and service satisfaction. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short
- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
**Responsibilities**:
- 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
