Client Service Head

About Investor Services

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.

We are seeking an experienced and client-focused leader at the C14 level to head our APAC Client Services within CitiService Investor, supporting Investor Services Operations. This individual will be responsible for the leadership and strategic direction of CitiService teams across APAC, as well as directly managing senior client relationships within the region. The successful candidate will be adept at managing through and influencing change, as CitiService is an evolving team focused on facilitating efficient, scalable operational services across all products within Investor Services. This role requires a strong ability to drive and influence change, advocate for client needs, and contribute to the future strategy of the area within the APAC context, but thinking globally.

• Manage multiple CitiService managers within CitiService in APAC, focusing on ensuring high service levels and compliance with Citibank policies, procedures, and local regulations.
• Coach and provide ongoing feedback to staff, identify training needs, and prepare developmental and training plans.
• Evaluate subordinates' performance and make recommendations for personnel actions including pay increases, hiring, and terminations.
• Partner with other groups to drive and influence change, and design the future target operating model as CitiService continues to grow in APAC.
• Manage large institutional client relationships at a senior level within APAC; advocating for them internally and overseeing the delivery of work to enhance their experience.
• Collaborate closely with other internal groups to drive and influence change, acting as a strong advocate for the firm’s client needs.
• Regularly review processes to ensure maximum efficiencies while delivering superior service quality and deploying high-quality controls.
• Establish effective working relationships with front office and operations management to jointly identify and resolve ongoing issues.
• Apply in-depth industry knowledge specific to the APAC market.
• Exercise full accountability for results, budget, planning, policy formation, and significant contribution to future strategy of the area(s).
• Avoid and escalate risk appropriately when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets. This includes driving compliance with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices, escalating, managing, and reporting control issues with transparency, and effectively supervising the activity of others and creating accountability with those who fail to maintain these standards.

• 10+ years of relevant experience, including 7+ years in a managerial role within Investor Services and/or a similar position with a strong client focus.
• Proven experience managing relationships with large institutional clients in APAC.
• Demonstrated record of achievement in leading large, matrixed organizations, with a proven ability to take ownership, make decisions, and motivate teams towards common goals (both within and outside direct lines of management).
• Proven track record of driving change through data-led insights and cross-functional teamwork to deliver large-scale projects.
• Exceptional communication and presentation skills, capable of leading senior client and senior internal stakeholder meetings (e.g., Steering Committees).
• Ability to connect diverse issues and broader topics to thematically analyze and solve complex problems.
• Effective leadership skills with a strong ability to develop robust partnerships with other teams.
• Demonstrated ability to operate successfully and contribute effectively in an evolving new area where structure and target operating model may not yet be fully defined.
• Strong understanding of the APAC financial services landscape and regulatory environment.

Bachelor’s/University degree or equivalent experience. A Master’s degree is a plus.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to 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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