Client Executive, Vice President

The successful candidate will 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. What you'll do:

• 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.
• 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.
• Solicit feedback from the client on a regular basis re client sentiment and drivers behind any amber/red ratings. Identify clear path, owner and target date for return to green.
• 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.
• Support Sales/Client Executives in pre-RFP information requests and client due diligence sessions.
• 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.
  
  Bachelor's degree or equivalent within a relevant subject (e.g. Finance, Accounting, Management) or equivalent work experience.
• Experience in a global financial institution with broad end to end understanding of Global Custody and other Securities Services products including Global Custody, Direct Custody, Fund Accounting/Administration, Transfer Agency and Middle Office services.
• Strong customer focus and previous experience in a client facing role essential.
• Ability to establish and build trust with clients and senior leaders throughout the business, demonstrating strong advisory and influencing skills to evaluate needs and develop solutions.
• Ability to work effectively and independently in situations requiring analytical, interpretive, and problem-solving techniques using impeccable integrity and judgement.
• Strong analytical and problem-solving skills with an ability to evaluate needs and develop solutions.
• Results oriented self-starter with a continuous improvement mindset and experience.
• Proven ability to lead cost saving initiatives and manage key operational risks.
• Enthusiastic with strong presentation and interpersonal skills.
  
  By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress., Securities Services is a key business within Citi. 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.
  
  By joining Citi London, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed), and enjoy a whole host of additional benefits such as:
• Generous holiday allowance starting at 27 days plus bank holidays; increasing with tenure.
• A discretional annual performance related bonus.
• Private medical insurance packages to suit your personal circumstances.
• Employee Assistance Program.
• Pension Plan.
• Paid Parental Leave.
• Special discounts for employees, family, and friends.
• Access to an array of learning and development resources.
Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.