Senior Client Service Manager

2 weeks ago

Melbourne, Victoria, Australia Citi Full time

About the Role

Citi is seeking a highly skilled and experienced professional to join our team as a Senior Client Service Manager. In this role, you will be responsible for providing exceptional client service and support to our clients, ensuring that their needs are met and exceeded.

Key Responsibilities

  • Record all incoming queries in the Enquiry Database system
  • Provide CDS (Citidirect for Securities) level 1 support for all clients
  • Prepare and manage client credit requirements for each settlement day in conjunction with the a/c management, risk and credit teams
  • Monitor all settlement systems to ensure all issues are escalated and resolved without client impact
  • Monitor and calculate client's stock positions where necessary
  • Prepare weekly/monthly client service reports for presentation in client service meetings with operations management and the account management team
  • Maintain all client signatory lists, standing instructions and service standards to ensure the information is kept up to date
  • Manage all new client take on's to ensure a smooth implementation
  • Communicate any cross selling opportunities to the Account Management Team in dealings with clients
  • Conduct quarterly client service calls and prepare and distribute call reports
  • Participate in system testing and process improvement projects
  • Manage client issues and escalate to Head and Client Executives where necessary
  • Assist with the preparation and distribution of daily, weekly and monthly MIS for distribution to local and regional senior management
  • Manage the distribution of incoming manual client instructions
  • Ensure up to date maintenance of procedures and documents pertaining to client service, message allocation and settlement processing
  • Proactively work with peers across other internal Citi teams to ensure understanding of changing client requirements and needs
  • Manage relationships with Citi internal teams, within Australia, across APAC and globally, to ensure relevant information is being exchanged
  • Be a first point of escalation for client problems, issues and complaints
  • Staff management, inclusive of developing and managing staff performance
  • Project management, including small process improvements, reduction of client queries, process efficiencies and client projects
  • Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
  • Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
  • Assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets
  • Deliver high-quality customer service with focus on building client relationships and achieving quality results
  • Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own area
  • Provide solutions and influence decisions with potential for broader organizational impact
  • Contribute to the development of new customer service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact
  • Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels
  • Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact
  • Lead or support special projects and/or task forces and negotiate with external parties, as needed
  • Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives

About You

We are looking for a highly motivated and experienced professional with a strong background in client service and operations. You will have a minimum of 5 years of relevant experience, with exposure to client contact at a senior level. You will also have a strong understanding of the Service Level Agreement, as well as a full understanding of compliance issues.

What We Offer

Citi is an equal opportunity and affirmative action employer. We offer a competitive salary and benefits package, as well as opportunities for career growth and development. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this role.

How to Apply

To apply for this role, please visit our website at https://jobs.citi.com/dei

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