Account Manager VP - Securities Services and Issuer Services Operations

Job Description

Securities Services is a key business within Citi’s Equity and Securities Services (ESS) 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 organisation to drive service performance, develop specific client initiatives and implement service strategy.

Team/Position Overview

The candidate will play a pivotal role leading a team responsible for service delivery to clients on a day to day basis. They will be required to build and lead a team responsible for creating a single point of ownership of the Operational Service book of work, drive sharp delivery of SLAs, building a team of Account Managers positioned to become a voice of a client and grow into becoming client’s service partner in delivery of operational efficiencies or operational process re-engineering. To achieve this, they will be responsible for driving service performance through strategic or client specific initiatives and partnering with the business and Operational service teams throughout. The role will require the candidate to collaborate with all regional stakeholders to ensure are fully aligned in execution of Service strategy

The successful candidate will also act as the primary contact for assigned clients 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 and 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

• People management responsibilities for the team of Account Managers based in Poland supporting clients across multiple products in EMEA
• Drive culture change for the team of Account Managers to become a single point of ownership for operational service issues across BAU escalations and complex issue resolution and also to identify opportunities to improve service through analysing repetitive operational issues, client setup, client/CE/product feedback vs competitors and other information
• Build out team of Account Managers to own and maintain knowledge of clients’ Operational setup, operating model and operational contacts
• Ensure Country Service team has effective client coverage model for all key clients
• Positively contribute to the Account Management strategy execution at a country and regional level
• Support team to build long-term collaborative relationships with key Investor Services clients and act as trusted advisor on operational matters
• Manage accountability in maintaining up to date key Account Manager tools, submissions, information capture systems
• Implement and monitor required policies and controls within the team
• Lead resolution of escalated operational and service issues in path to green, ensure each team member maintains and updates log of the client operational issues on a timely basis, including owner and ETA
• Own Operational site due diligence visits, audit schedule, operational workshops and their agenda and follow-ups for the team and stakeholders
• Utilize Client and Process knowledge to champion innovation and challenge manual / bespoke / inefficient processes to drive the SSO strategy of scalability with a view to ultimately reducing operational risk and increasing the efficiency of the Clients Operations processes
• Assist with the oversight of significant client initiatives from an operational perspective and co-ordinate client changes for non-contractual change clients
• Champion client coordination, feedback and timelines in rollout of operational changes, new functionality, regulatory changes or any other changes impacting assigned clients and own operational service plans capturing solutions to significant issues and proactive initiatives and jointly discuss with clients on a periodic basis
• Support and lead internal virtual team meetings creating a consistent client focused culture and efficiency mind-set across Citi teams
• Support Sales/CEs in pre-RFP information requests and client due diligence sessions
• Support and lead internal virtual team meetings creating a consistent client focused culture and efficiency mind-set across Citi teams
• 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 assigned clients to review operational issues log and MIS
• 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
• 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
• 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
• Completion and review of scorecard metrics with relevant Ops/product/CE partners for assigned clients

Experience and Skills

• Degree preferred, preferably in a business discipline.
• 7+ for VP role 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.
• 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.

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

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