Vice President, Client Services (CitiService) - Hybrid

Vice President, Client Services (CitiService) - Hybrid

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.

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 the 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 continued 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.

Responsibilities:

• Service Level Compliance- 100% service level compliance across all functions, in line with both external contractual agreements as well as internal Product/Business expectations.
• 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 remuneration.
• Demonstrates an in-depth understanding of how own area integrates within the overall function to achieve objectives.
• Analyse various inputs from clients (inquiries, service reviews and client DD sessions) to identify areas of improvement and work with the various functional owners to implement.
• Work with the various teams associated with any new business onboarding to ensure a seamless client experience once the business is migrated to Citi.
• Identifying and addressing key business risks with corrective action plans.
• Appropriately assess risk when business 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 behaviour, conduct and business practices.

As a successful candidate, you’d ideally have the following skills and exposure:

• Client Management/Service background: Experience in leading client centric/focused teams with strong background in building Service capabilities instead of query management capabilities.
• Leadership Experience: Experience in leading global and regional teams, across multiple time zones.
• Client Exposure: Experience in dealing/managing clients whilst representing an Operational function.
• Communication: Excellent written and oral communication skills; effective in working cross-functionally; skilled in negotiating and influencing others.
• Risk Management: Local regulatory and compliance familiarity to drive processes and perform according to country procedures and standards.

Experience Required:

• 5+ years’ experience in a Client Services environment, preferably in Custody.
• Strong Custody knowledge and technical know-how is essential.
• Strong analytical skills – the ability to analyze processes and systems, evaluate data, and identify process improvements.
• Exceptionally strong interpersonal and relationship-building skills.
• Energetic, flexible, collaborative, and proactive; a leader who can positively and productively add product impact.

Education:

• Bachelor’s/University degree, Master’s degree preferred or industry relevant experience equivalent.

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

Take the next step in your career, apply for this role at Citi today.