The Client Executive is responsible for managing strategic client relationships within the Investor Services business, delivering superior client satisfaction, proactive management of service, and driving senior client engagement to further our partnership with clients. The Client Executive will take ownership of the client and work closely with Product, Technology, and Operations (including Custody Processing Support, CitiService and other teams) to develop innovative solutions to operational and structural challenges, and capitalize on opportunities with our clients.
You will serve as the clients’ advocate within Citi, understanding the clients’ requirements and service needs and translate these to our internal partners to deliver solutions, adding value for our clients and increasing satisfaction and business growth opportunities.
In this role, you’re expected to:
Build and Develop Client Relationships – protecting revenue and identifying growth
• Build & maintain positive working relationships with assigned clients and fund managers through an active engagement and calling program that ensures optimal service.
• Identify and understand client requirements across the entire Services value chain to proactively recommend process improvements and enhancements to meet clients’ needs.
• Monitor client satisfaction, utilize early warning process to identify and resolve client service issues before they are escalated to Client at Risk to ensure we defend and protect our existing revenue with clients
• Become an expert on the client’s business, building networks of relationships with different levels of clients’ organizations up to senior management / c-suite to influence and advocate for Citi, and manage escalations effectively.
• Work with the Global Solution Sales team, identifying cross-sell and business growth opportunities, and take ownership of managing incremental commercial opportunities through the deal lifecycle.
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 internal and external surveys & incorporate survey results into driving up client satisfaction.
• Track and ensure all service issues are addressed with relevant product and operations partners for resolution.
• 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, global, 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 to effectively deliver results for clients in a timely manner.
• Coordinate customer testing (UAT) and post-implementation reviews.
Manage the client relationship on a regional level basis
• Lead development of Client Service Level Agreement (SLA’s) with assistance of Global Solution Sales & Product partners.
• Manage and recommend solution to approve claims and AP debit/credit adjustments.
• Manage the collection of aged receivables and coordinate the billing issues.
• Maintain COB client list.
As a successful candidate, you’d ideally have the following skills and exposure:
Knowledge/Experience:
• 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
• Proven experience successfully managing multi-million dollar relationships
Skills:
• Excellent analytical and organization skills
• Drives and delivers results
• Uses Sound Judgement
• Innovates and manages change
• Manages Risk and Control
Competencies:
• Excellent written and verbal communication skills
• Strong influencing skills
• Effective negotiation and persuasion skills
• Ability to manage people, client and user expectations
• Builds partnerships and values diversity
Qualifications:
• BS/BA/Master degree.
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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.------------------------------------------------------
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