Senior Client Service Manager

3 weeks ago

Tampa, Florida, United States Hispanic Technology Executive Council Full time

As a Senior Client Service Manager at Hispanic Technology Executive Council, you will play a critical role in ensuring the delivery of exceptional client experiences. Your primary responsibility will be to act as the primary contact for operational service-related escalations and work closely with the Client Executive to ensure that Citi is delivering a best-in-class client experience.

The successful candidate will be responsible for implementing an appropriate service delivery governance structure focused on proactive client management. This will involve creating collaborative relationships with clients and acting as a trusted advisor on service-related matters. You will also be responsible for proactively managing clients through the provision of excellent customer service and understanding their strategic goals and needs.

Key responsibilities will include:

  • Helping clients navigate Citi's operational Subject Matter Experts
  • Establishing appropriate local governance and feedback processes to ensure full transparency around client needs and issues
  • Leading client service reviews and Due Diligence Visits, attending Board Meetings with respect to operational performance
  • Identifying clear paths, owners, and target dates for return to green
  • Own client service review meetings, ensuring quality metrics and data are presented
  • Sharing service review results internally and ensuring any resulting action items are managed to conclusion
  • Supporting Sales/Client Executives in pre-RFP information requests and client due diligence sessions
  • Monitoring aged receivables and leading conversations with clients to close out aged billing items
  • Ensuring clients receive notices and updates on all planned changes, including Citi-driven, client-driven, and regulatory-driven change
  • Partnering up with BAU Operations to champion operational solutions and challenge manual/bespoke/inefficient processes to ultimately reduce risk, increase efficiency, and/or enhance service delivery

Requirements for this role include:

  • Finance, Accounting, Management, or equivalent work experience
  • Experience in a global financial institution with a broad end-to-end understanding of Global Custody and other Securities Services products, including Direct Custody, Fund Accounting/Administration, and Middle Office services
  • Ability to establish and build trust with clients and senior leaders throughout the business, demonstrating strong advisory and influencing skills to evaluate needs and develop solutions
  • Proven ability to lead cost-saving initiatives and manage key operational risks
  • Bachelor's/University degree, Master's degree preferred

Citi offers competitive employee benefits, including medical, dental, and vision coverage, life, accident, and disability insurance, and paid time off packages. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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