At Citi , we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.
Shape your Career with Citi
Citi’s Investor Services supports our clients’ business by drawing on the strength of our unmatched global footprint, which provides them with access to local expertise and scalable solutions to support their ambitions.
We’re currently looking for a high caliber professional to jo in our team as Vice President (Institutional Customer Service) - CUSTODY (Hybrid). (Internal Job Title : Customer Service Sr Manager - C13) based in Kuala Lumpur, Malaysia. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance :
- Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
- Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
- We have a variety of programs that help employees balance their work and life.
In this role, you’re expected to :
The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients.
Responsibilities :
Manage one or more teams in servicing and / or sales as well as complex and variable issues with significant impact over department(s) Evaluates team’s performance, make recommendations for pay increases, hiring, terminations and other personnel actions and maintain appropriate staffing requirements to meet operational needs, manage team to meet goals within the budgetMonitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost / benefits, make recommendations, develop and oversee implementation plansDemonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledgeProvides evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolutionNegotiate solutions and acts as a liaison with internal and external customers, as necessaryResponsible for delivery of end results, shared responsibility for budget management and accountable for resource planningEnsure essential procedures are followed, contribute to defining standardsDevelop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectationsAppropriately assess risk when business 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 behavior, 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.As a successful candidate, you’d ideally have the following skills and exposure :
Qualifications :
6-10 years of relevant client management experienceExperience interacting with large corporate and government clientsSenior management experienceConsistently demonstrate clear and concise written and verbal communicationEducation :
Bachelor's degree / University degree or equivalent experienceMaster's degree preferredWorking at Citi is far more than just a job. A career with us means joining a family 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.
Take the next step in your career, apply for this role at Citi today
Job Family Group : Customer Service
Job Family :
Institutional Customer Service
Time Type : Full time
Most Relevant Skills
Please see the requirements listed above.
Other Relevant Skills
For complementary skills, please see above and / or contact the recruiter.