Account Manager Vice President

Account Manager Vice President

Working at Citi is far more than just a job. A career with us means joining a team 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 Overview

Securities Service is a key business within the Citi Institutional Clients Group. The business covers Custody, Funds Services, and Direct Custody products, providing services to the variety of the institutional clients, of both global and regional importance to the firms' franchise.

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 :

• Create collaborative relationships with the client(s) and act as trusted advisor on service-related matters and proactively manage clients through the provision of excellent customer service and understanding their strategic goals and needs.
• Lead resolution of escalated operational and service issues in path to green. Help clients navigate Citi's operational Subject Matter Experts. Arrange subject matter discussions / reviews as required.
• Set the standards and instill a culture of exceptional client service across the operational teams servicing assigned clients.
• Establish appropriate local governance and feedback processes to ensure full transparency around client needs and issues.
• Be a client advocate within the business and be the accountable owner of complex cross-function service issues.
• Lead client service reviews and Due Diligence Visits, attend Board Meetings with respect to operational performance.
• 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 client service review meetings ensuring quality metrics and data are presented. Share service review results internally and ensure any resulting action items are managed to conclusion.
• Own operational service plans capturing solutions to significant issues and proactive initiatives and jointly discuss with clients on a periodic basis.
• Establish and lead regular calls with clients to review operational issues log and MIS.
• Support Sales / Client Executives in pre-RFP information requests and client due diligence sessions.
• Monitor aged receivables and lead conversations with the clients to close out aged billing items.
• 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.
• Based on knowledge of processes and client feedback, raise product gaps to relevant Product team ensuring a targeted strategy is in place.

Qualifications :

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