Client Service Senior Analyst (hybrid)

Client Service Senior Analyst (Hybrid)

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

Citi's Investor Services provides a comprehensive suite of services across over 100 markets globally, supporting significant product and client growth in local and global products including Custody, Funds & Execution Services. We are a critical partner to our clients, ensuring efficient and scalable operational services.

Team/Position Overview :

The CitiService team supports Global and Local custody clients, working across Transaction Management, Cash/FX & Asset Servicing. The CitiService Team has a global presence primarily providing services from 3 major hubs (Kuala Lumpur, Dublin & Tampa). As a CitiService senior analyst, you will play a pivotal part in supporting our Client Service Strategy, work closely with Business partners, external clients and internal stakeholders. This role requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers

What You Will Do :

Query Management & Oversight

• Exhibits strong knowledge and expertise in the products and capabilities of the Custody Business (Settlements, Asset Servicing, Cash/FX & Tax)
• Key activities include manage, review and responding to client queries, timely escalation of key client issues to the senior manager, manage client expectations by providing updates & timelines for resolution/completion
• Considered an SME across the Business with regards to Product supported - is considered the person who can answer most questions and will support team to provide solutions to their problems
• Assist and support team in timely completion ensuring no SLAs are breached
• Accountable for the ongoing aged queries remediation and the underlying client satisfaction of those data points
• Prepare/Maintain key client fact documents & issue logs for the allocated clients

Risk & Control

• Ownership of logging ORE's at time of identification, perform weekly review with the senior manager to ensure appropriate action is taken
• Assess and undertake quarterly reviews of controls in place to ensure effectiveness and soundness remain
• To take part in the regular/ad-hoc reviews of high-risk areas to monitor risk levels and quantify the potential financial exposure related to those risks
• Review monthly Controls results through KRI Manager and ensure any resulting CAP's (Corrective action plan) are raised correctly where required. Monitor the completion of any corrective actions arising from these reviews
• Appropriately assess risk when decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Process Improvement & Strategic Focus

• Continuously Identify process improvement opportunities and communicating to management for consideration
• Encourage the team to implement new process ideas and initiatives
• Provides in-depth and sophisticated analysis with interpretive thinking to define root-cause of queries, pre-empt client needs and develop innovative solutions to eliminate them at source
• Participate and support management in key strategic initiatives aligned with the vision of CitiService

Client & Stakeholder Management

• Develops strong relationships across all stakeholders at Citi, along with external clients
• Responsible for client escalation management including presenting cohesive client satisfaction updates to senior management
• Review and Client Scorecards/Temp checks and own follow up of action as required
• Comfortable investigating root-cause of any issues, client dis-satisfaction etc and escalating to the senior management

What We'll Need From You:

BS/BA degree or equivalent in relevant subject preferred (e.g. Finance, Accounting, Mathematics, Management)

6 plus years of experience in global financial institutions preferably in Custody Operations

Proven ability to operate at a senior business analytics level with an excellent understanding of end to end operations processes

Ability to introduce and drive change in a complex environment

Proven ability to handle complex and sensitive situations and quickly identify and remediate risks

Demonstrated experience leading people and developing effective and diverse teams across a global footprint

Excellent written and verbal communication skills with ability to communicate and influence at senior levels

Self-reliant problem solver, results oriented

Strong organizational and project management skills, able to work under pressure and prioritize to deadlines

Experience in dealing with regulators and internal and external auditors

What We Can Offer You

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive.

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.