9 months ago
* Primary Location: United Kingdom,England,London
* Education: Bachelor's Degree
* Job Function: Institutional Sales
* Schedule: Full-time
* Shift: Day Job
* Employee Status: Regular
* Travel Time: No
* Job ID: 18018548
EMEA Regional Head of Client Service for Securities Services
Competitive Salary Offered
The Securities Service is a key business within PFSS product portfolio. 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
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 OandT organisation to drive service performance, develop specific client initiatives and implement service strategy.
The candidate will play key role in building best in class Service team across regional Securities Services product portfolio, by 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.
This role will report directly to the Global Head of Client Services for Securities Services, with responsibility for Global Custody, Fund Services and DCC Account Managers located in the region. The role will collaborate with all regional stakeholders to ensure are fully aligned in execution of service strategy.
The key responsibility of this role is developing and executing and effective regional organisational plan, ensure talent acquisition and retention strategy, clear career path and development, VoE and communication.
-Own regional service issues escalations, resolution of recurring or complex service issues, regional incident reports
-Own client prioritisation, impact analysis and implementation of change rollout, regional market/ platform changes
-Maintain controls culture where BAU operational processes are continually monitored and potential risks are escalated timely
-Implement and own changes to of the regional and global escalation process and policy for clients covered within region
-Drive culture change for Account Managers to become a single point of ownership for any service issues
-Own regional clients service reviews – service plan, supporting MIS, decks, scorecards, KPIs, delivery of SLAs, BAU due diligence
-Partner up with Operations Query teams leads and Product to proactively identify capacity concerns, process change, creation of Operational utilities or platform enhancements impacting daily client experience. Work with other regional Service heads to Champion project prioritisation, milestones delivery update and client feedback if required to a wider Service group
-Ensure regional Service team has effective client coverage model for all key clients
-Partner up with Client Executives and Product in defining best client coverage for new clients, RFPs, new client models
-Contribute to developing global and regional Service strategy
-Own regional implementation of the global Service strategy, goals and priorities
-BS/BA degree required
-Extensive years of experience in a global financial institution with experience in Securities Services products
-In-depth insight in OandT processes and platforms within Citi’s Securities Service or relevant peer
-Experience in owning and/ or leading client service as Account Manager or manager of Service team
-Experience of managing by influence and demonstrated ability to manage complex issue resolution
-Demonstrated ability to manage teams, hire and/ or develop diverse talent on regional basis
-Ability to deliver to a high standard under extreme client relationship/ time pressure
-Self-starter, good problem solver, results oriented
-Possesses strong data and process analytical skills
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.
Citi is an Equal Opportunities Employer
Closing Date: April 16, 2018