Operational Client Experience Lead- Vice President

Singapore, Singapore
14 Sep 2022
29 Sep 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Operational Client Experience Lead- Vice President

We are looking for enthusiastic and energetic team players, with a strong work ethic, who will join Markets Operations. The APAC 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.

  • 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 the service offered to Citi Clients.
  • Lead strong governance and controls.
  • Present cohesive client strategy updates to senior management.
  • 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 supervise the activity of others and create accountability with those who fail to maintain these standards.

  • 6-10 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.

  • Self-driven & motivated individual with strong expertise in Sales Support, Middle Office or Operations
  • Demonstrate effective leadership and stake holder management skills
  • Good understanding of current market initiatives
  • Solid background in Markets Products
  • 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 with stakeholders at different levels
  • Exposure to lead and drive tactical and strategic initiatives in the APAC region


Bachelors/University degree

Job Family Group:
Customer Service

Job Family:
Institutional Customer Service

Time Type:
Full time

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.

Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .

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

View the EEO Policy Statement .

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