VP, Client Services Senior Manager (Hybrid)

At Citi , we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges. Shape your Career with Citi Citi’s Securities Services (SS) supports our clients’ business by drawing on the strength of our unmatched global footprint, which provides them with access to local expertise and scalable solutions to support their ambitions. We’re currently looking for a high caliber professional to join our team as VP, Client Services Senior Manager (Hybrid) (Internal Job Title: Customer Service Sr Manager - C13) based in Kuala Lumpur, Malaysia. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance: Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country. Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses. We have a variety of programs that help employees balance their work and life. 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 that 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 continue 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. In partnership with the local functional managers, this role will ensure service level compliance, and will deliver the service aspects of the business and service offering. This role will represent Custody operations at internal/ external forums and will support the Product/Business at Client meetings where required. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required to negotiate internally, often at a senior level. External communication with clients and counterparties is a key function of the role. Accountable for the end results and service satisfaction. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. Responsibilities: Service Level Compliance- 100% service level compliance across all functions, in line with both external contractual agreement as well as internal Product/Business expectation 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 on-boarding 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, 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. As a successful candidate, you’d ideally have the following skills and exposure: Client Management/Service background: Understanding the Client- 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. Experience in managing financials and resources associated to a global/regional function Problem solving, process improvement, self-starter and results oriented 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 Shared Responsibilities: Fully understand and implement Citi’s values: Responsibility to our clients, to each other, and to our franchise Experience Required: 5+ yrs experience in a Client Services environment, preferably in Custody. Relevant knowledge of more than 1 Custody function is highly advantageous. Experience working with global, multi-region initiatives, projects and teams, including large matrix organizations Experience leading/managing Custody operations or any functional unit within Custody is advantageous 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 The ability to coordinate and lead colleagues in achieving a common objective Exceptionally strong interpersonal and relationship-building skills Experience in dealing in high volume, client sensitive issues. 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 ------------------------------------------------------ Job Family Group: Customer Service ------------------------------------------------------ Job Family: Institutional Customer Service ------------------------------------------------------ Time Type: ------------------------------------------------------ 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. 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