Custody and Fund Services, Account Manager

Custody and Fund Services, Account Manager

Citi
Taiwan
10 - 13 Years
Not Specified

Job Description


Job Description :
Builds Client Relationships
  • Build & maintain positive working relationships with assigned clientsthrough an active calling program that ensures optimal service.
  • 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.
    Manage the client relationship on a regional level basis
  • Lead development of Client Service Level Agreement (SLA’s) with assistance of Client Sales Managers & 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.
  • 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

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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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