Builds Client Relationships

• Build & maintain positive working relationships with assigned clients portfolio through an active calling program that ensures optimal service for revenue retention.
• Work with Global Sales and Solution and relevant product partners to identity business opportunities to generate alpha and business growth.
• Identify and understand client requirements across the entire securities services value chain in order to proactively recommend process improvements and enhancements to meet clients’ needs.
• Utilize early warning process to identify and resolve client service issues before they are escalated to Client at Risk.
• Become an expert on the customer’s operating business.
• Monitor client satisfaction.

Drive the service quality process at the client level

• Perform regular service reviews & develop actions plans to address issues, deliver solutions and improve client satisfaction.
• Perform regular face-to-face client meetings to confirm our commitment to delivering the highest level of client satisfaction.
• Manage the delivery of client service reviews to all platinum and priority clients with the necessary follow-up to maintain a frequent pulse check via touch points on the client’s satisfaction levels with Operations
• Act as a central point of contact for all key issues impacting client satisfaction.
• Take ownership for client issues and drive resolution through the rest of the service and operational organization
• Coordinate and ensure client participation in external surveys & incorporate survey results into driving up client satisfaction.
• Track by maintaining Integrated Client Analysis (ICA) and ensure all service issues are addressed with relevant product partners.
• Utilize client metrics and executive reporting to analyze, understand and present operating trends to the client, in a way that creates efficiencies for Citi and the client, reduces cost of repair and exception and positions Citi as a superior provider against the competition

Act as the single point of contact for the client

• Build virtual service teams that are capable and nimble to respond quickly to the needs of our clients, creating a team sense of collective responsibility and ‘client first’ mentality
• Develop/ maintain network of contacts within Citi in order to effectively deliver results for clients in a timely manner.
• Coordinate customer testing (UAT) and post-implementation reviews.

Requirement:

• 10 years experience in the financial services industry
• 10 years experience in managing client relationships
• Experience with Securities Services and strong back ground on Securities Services process and product knowledge
• Excellent written and verbal communication skills in Mandarin and English
• Strong influencing skills
• Effective negotiation and persuasion skills
• Ability to manage people, client and user expectations
• Builds partnerships and values diversity

Job Family Group:

Institutional Sales

Job Family:

Investor Sales

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.