EVP Client Services

About Citco
JOB DESCRIPTION
Citco is a global leader in fund services, corporate governance and related asset services with staff across 80 offices worldwide. With more than $2.5 trillion in assets under administration, we deliver end-to-end solutions and an exceptional service to meet our clients' needs.

For more information about Citco, please visit

About The Team & Business Line
Fund Administration is Citco's core business, and our alternative asset and accounting service is one of the industry's most respected. Our continuous investment in learning and technology solutions means our people are equipped to deliver a seamless client experience.

Your Role
You will be responsible for overseeing a Client Services team managing the relationships of Citco's Asia-based hedge fund asset managers.

As an Executive Relationship Manager "ERM" for a portfolio of clients, you will work closely with the Relationship Manager ("RM") to understand the needs of the client and create strategic initiatives to optimize our partnership and nurture long-term client relationships.

The ERM will oversee client profitability, satisfaction, retention, enhanced revenue generation through cross-selling and ensure an optimum execution of Citco's services. You will help steer the team in strategic directions that will benefit the needs of both the client and the business.

You will also be part of the APAC leadership team which works closely to drive forward the success of the region across all business lines, functions and locations; and work on local and global projects and initiatives to keep Citco at the forefront of the alternative investment landscape.

We are seeking a leader who can balance strategic thinking with hands-on management, while maintaining strong relationships with both clients and internal teams. The ideal candidate will have a proven track record of developing high-performing teams and driving business growth in the alternative investment sector.

Key Parameters Will Include

• Know Your Customer

• Key Personnel

• Establish relationships with C-suite contacts across all clients. Understand their background and track record. Identify decision makers and influencers. Build personal relationships.

• Client Dynamic

• Understand business vision and pain points of key client relationships including their Citco experience.

• Relationship Management

• Ensure client target meetings are met for all clients. Adopt consultative approach to client meetings and produce value added RM packs.

• Sales / Client Integration

• Client On-boarding

• Assist in the coordination of new client integrations & existing client launches.

• Client Allocation

• Allocate new clients to RMs and manage pipelines with headcounts.

• Client Pitches

• Partner with BD on new client pitches including demos of Citco systems.

• Reporting

• Profitability Reviews

• Review profitability of client accounts and address negative trends. Assist RMs in on-going FTE analysis and conduct investigations into abnormal activity via deep dive operational reviews.

• KPI Reporting

• Prepare KPI's for internal and external distribution utilising various internal dashboards and reporting functionality

• Forecasting & Revenue

• Prepare revenue forecasts for clients and review on a regular basis. Oversee revenue accruals and ensure timely payment by clients

• Internal Reporting

• Assist in consolidation and preparation of various internal reporting requirements.

• Projects (Ongoing)

• Oversee team task / project list have adequate ownership and ensure effective communication on items across all levels - top/down/middle

• Projects (New)

• Spearhead initiatives for implementation to improve team efficiency and further enhance the CS function.

• Risk Management

• Risk Assessments

• Review risk assessment of current and potential new funds under administration.

• Fund Pipeline

• Manage fund pipelines including liquidation logs and Business Change Log (BCL).

• Risk Review

• Identify and review clients that are med-high risk due to non-standard practices, manual workarounds etc. Work with the relevant functions and client to reduce or eliminate risk.

• Migrations

• Review and manage migration pipelines for work moving between offices. Work with RMs and relevant functions to effectively implement timelines and set expectations. Manage client communication strategy

• Collaboration

• Internal Collaboration

• Partner with senior management across internal functions regularly to align visions and promote transparency and accountability. Work as a cohesive unit. Conduct regular strategic client meetings with cross functional teams.

• Ensure RMs have ongoing collaboration with key internal stakeholders.

• Liaise internally with key operational areas to ensure awareness by all of key client requirements.

• Knowledge Sharing

• Promote knowledge sharing of industry and company related updates amongst teams. Ensure consistent approaches are implemented. Hold meetings / discussions as required with SMEs.

• Communication

• Ensure effective communication up to senior management across all functions as necessary.

• Projects (Internal)

• Participate and lead local and global business projects.

• Team Management

• Resources

• Regularly review capacity of the team, including overtime, and assess resource requirements.

• Budgeting

• Expense budgeting for the year for business trips, client events etc

• Support

• Be point of escalation for RMs and a soundboard for issues or concerns. Provide direction and a resolutions as necessary.

• Development

• Work with individual RMs on goals and development plans and address any gaps or training needs. Ensure new RMs are adequately trained and supported with a mentor.

• Consistency

• Strive to implement unison in RM approach and consistency with documents, tasks, communication etc.

• Team Meetings

• Coordinate monthly team meetings and ensure meetings are "effective", i.e. group participation, collaboration, agenda etc

• Coordinate

• Coordinate various client related projects, e.g. surveys, client events / parties, client meetings with senior internal colleagues etc

• Networking

• Be regularly involved in industry events and seminars to expand knowledge and establish relationships with peers within the industry

About You

• Degree qualified in Accounting or Finance related area and/or studying for a professional accounting qualification
• 10+ years of experience in Financial Services and hedge fund industry with client services experience
• Ability to develop and lead a high-performing team of Relationship Managers
• Ability to build strong relationships across multiple internal functions and regions
• Proficiency in a CRM tool
• Excellent analytical, problem-solving skills with a high degree of attention to detail
• Strong interpersonal, communication and presentation skills
• Ability to multi-task and effectively manage time
• Ability to work under pressure in a high demand environment
• Proficient in Microsoft Applications (Word, Excel, PowerPoint etc)
• Available to travel on business trips to meet clients

Our Benefits
Your well-being is of paramount importance to us, and central to our success. We provide a range of benefits, training and education support, and flexible working arrangements to help you achieve success in your career while balancing personal needs. Ask us about specific benefits in your location.

We embrace diversity as a source of organizational pride and strength. We have made it a priority to reflect our nation's evolving diversity in the people we hire, and the culture we create in our organization.

Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection.