Account Manager

Citibank Europe plc


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повна зайнятість

трудовий договір

Досвід роб: Так

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Oпис роботи

Securities Services is a key business within Citi’s Prime, Futures and Securities Services (PFSS) product portfolio. The business covers Global Custody, Funds Services and Direct Custody products, providing services to a variety of institutional clients, of both, global and regional importance to the firms’ franchise. Maintaining high levels of customer satisfaction with products’ operational delivery is at core of these products. Client Service plays a pivotal role by being responsible for leading client delivery teams as well as partnering up with all stakeholders including Client Executives, Product and wider Operations and Technology organization to drive service performance, develop specific client initiatives and implement service strategy. Team/Position Overview The successful candidate will act as the primary contact for operational service related escalations and in conjunction with the Client Executive (CE), will be responsible for ensuring that Citi is delivering a best in class client experience. The successful candidate will typically be assigned a number of clients and be responsible for implementing an appropriate service delivery governance structure focused on proactive client management. It is within the remit of the Account Manager role to act as an advocate for the client within Citi. Key Responsibilities Lead resolution of escalated operational and service issues in path to green. Help clients navigate Citi’s operational SMEs. Arrange subject matter discussions/reviews as required. Own client service review meetings ensuring quality MI are presented. Share service review results internally and ensure any resulting action items are managed to conclusion. Establish and lead regular calls with clients to review operational issues log and MIS. Lead internal virtual team meetings creating a consistent client focused culture across Citi teams. Solicit feedback from the client on a regular basis re client sentiment and drivers behind any amber/red returns. Identify clear path, owner and target date for return to green. Own operational due diligence visits, audit schedules, operational workshops and their agendas. Support Sales/CEs in pre-RFP information requests and client due diligence sessions. Maintain client signature lists and client statutory documents. Ensure accurate and timely KPIs/SLA metrics are delivered. Ensure timely resolution of credit related transactional issues. Monitor aged receivables and lead conversations with the clients to close out aged billing items. Adhere to the Account Management escalation policy for any significant issues where others outside of Account Management need to be made aware of the issue, steps to resolution and notification of closure. Oversight of significant client change initiatives and co-ordination of client change delivery for non-contractual change clients. Ensure clients receive notices and updates on all planned changes, including Citi driven, client driven and regulatory driven change. Ensure clients are fully operational and satisfied post go-live. Partner up with BAU Operations to champion operational solutions and challenge manual/bespoke/inefficient processes to ultimately reduce risk, increase efficiency and/or enhance service delivery. Completion and review of scorecard metrics with relevant Ops/product/CE partners. Own operational service plans capturing solutions to significant issues and proactive initiatives and jointly discuss with clients on a periodic basis. Based on knowledge of processes and client feedback, raise product gaps to relevant Product team ensuring a targeted strategy is in place. Positively contribute to the Account Management strategy execution at a country and regional level.


Experience and Skills Degree preferred, preferably in a business discipline. 5+ years of experience in a global financial institution with broad end to end understanding of the Securities Services products to including Fund Accounting, Transfer Agency, Middle Office, Global Custody and Direct Custody. Fluent English Previous experience in client facing role essential. Must demonstrate strong communication skills. Enthusiastic with strong presentation and interpersonal skills. Thorough knowledge and familiarity with Microsoft Word, Excel, PowerPoint and Outlook required. Strong analytical and problem solving skills. Continuous improvement mindset and experience. Strong team player with excellent attention to detail. Good understanding of current and upcoming industry regulations.


What we Offer As well as a competitive salary and consideration for a yearly discretionary bonus Citi offer; A non-contributory pension scheme with strong employer contributions Life assurance cover Citi fully covers medical insurance for all employees with generous day to day benefits as well as hospital cover Citi also supports a further education policy Wellness program - on site Occupational Health Centre plus a series of informative talks on topical health related subjects Opportunity to work in a flexible environment where the business can support Learning opportunities that are far from typical - internal and external training sessions, on-the-job trainings, free access to Udemy and other popular online training platforms, webinars, mentoring programs, business certificates well-known in the financial industry, co-financing courses and studies, soft skills and hard skills…you name it and we probably already have it ready and waiting for you We give you 2 extra days per year that you can spend on any training of your choice! At Citi we strongly believe in Diversity and Inclusion – if you do too, you can make the world better by joining one of our Employees Networks

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