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Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, youll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

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, youre 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 clients 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 clients 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 (SLAs) 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, youd 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

    Must have native level Japanese

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

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Job Family:

Investor Sales

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

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

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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.

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