Operational Client Experience Lead- Assistant Vice President

Operational Client Experience Lead- Assistant Vice President

We are looking for enthusiastic and energetic team players, with a strong work ethic, who will join Markets Operations. The EMEA Client Strategy Vice President will be responsible for driving and implementing the newly evolving Markets Operations Client Experience Strategy for the region. You will play a pivotal part in helping to run with our Client Service Strategy of ~7000 clients and to work closely with Business partners, external clients and internal stakeholders. This role integrates subject matter and industry expertise across operations. It requires an in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers.

Responsibilities:

• Exhibits knowledge and expertise in the products and capabilities of the business.
• Develops strong relationships across all stakeholders at Citi, along with external clients.
• Accountable for the ongoing data remediation and the underlying client satisfaction of those data points.
• Provides both tactical and strategic solutions on complicated and unique situations.
• Improve and identify ways to enhance the service offered to Citi Clients.
• Partner with team to lead strong governance and controls.
• Understand market regulatory changes
• Provides in-depth and sophisticated analysis with interpretive thinking to define problems and develop innovative solutions.
• May be responsible for a number of clients by owning the client experience relationship end to end across geography and product.
• Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services.
• Ensures essential procedures are followed and contributes to defining standards.
• Partners with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies.
• Appropriately assess risk when decisions are made, demonstrating particular 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 behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively partner with team to review and create accountability with those who fail to maintain these standards.

Qualifications:

• 5-8 years prior financial services experience required with experience in performance measurement related work.
• Ability to identify and communicate risk issues, concepts, and mitigations/solutions effectively.
• Expert in MS Excel and MS PowerPoint.
• Lead change in an effort to continually improve client reporting processes Can make decisions and strategically execute.
• Strong writing and verbal communication skills are a must to effectively communicate to all levels of management, stakeholders and clients.

Knowledge/Experience:

• Self-driven & motivated individual with strong expertise in Sales Support, Middle Office or Operations
• Proven record of accuracy and effective time management and prioritization skills
• Good understanding of current market initiatives
• Familiarity with Markets Products workflows is an added advantage
• Proven Client Service track record
• Experience in leading and driving process improvements/ client initiatives to achieve better client service
• Ability to build strong working relationships
• Exposure to co-lead tactical and strategic initiatives

Education:

• Bachelors/University degree

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Job Family Group:
Customer Service

Job Family:
Institutional Client Management

Time Type:
Full time

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