Client Experience Lead- VP

TN United Kingdom; Belfast; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a motivated individual to join their Operational Client Strategy team. This role offers a unique opportunity to enhance client experiences within a global financial institution. You will take ownership of client servicing issues, collaborate with various stakeholders, and drive improvements across operations. The company promotes a positive workplace culture with a hybrid working model and generous benefits, including a substantial holiday allowance and private medical insurance. This is a chance to develop your career while making a meaningful impact in the financial services sector.

Benefits

Generous holiday allowance

Discretionary annual performance bonus

Private medical insurance

Employee Assistance Program

Pension Plan

Paid Parental Leave

Employee discounts

Access to learning resources

Qualifications

• Strong understanding of client servicing and operational processes.
• Ability to provide outstanding service and implement process improvements.

Responsibilities

• Manage client servicing issues and engage business partners for resolution.
• Deliver client metrics and track operational performance.

Skills

Client Service

Communication Skills

Problem Solving

Process Improvement

MS Office Skills

Interpersonal Skills

Risk & Controls

Job description

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Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your self-starter skills in analysis, problem solving, and communication to Citi’s Operational Client Strategy team.

By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team/Role Overview

This team sits within Markets Operations in the Client Strategy team. The team is responsible for simplifying the client experience and eliminating delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution. The individual within this role will work closely with the FX and Securities business to understand the current client experience and identify measurable improvements for both clients and internal teams.

What you’ll do

1. Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners.
2. Delivers client metrics and participates in communication sessions with all stakeholders (Regional single points of contact & Service Delivery partners).
3. Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
4. Acts as a client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities.
5. Manages the internal Client at Risk process & supports escalation resolution as necessary to facilitate timely resolution.
6. Partners with Sector, Vertical & other business units to ensure alignment of service experience with business strategies.

What we’ll need from you

• Breadth of knowledge of the business and organization; well-developed understanding of upstream and downstream influences.
• Demonstrated ability to provide outstanding client service at a senior level.
• Exceptional written and oral communication skills.
• Ability to develop client solutions and identify and implement effective process improvements.
• Intermediate to advanced level MS Office skills.
• Strong interpersonal & relationship-building skills.
• Risk & controls experience.
• Entrepreneurial mindset when taking on new processes.

What we can offer you

This role offers the opportunity to build in-depth knowledge of Citi’s client experience within financial services operations. Daily challenges will help develop new skills to advance your career. You will also have the chance to create and develop new ideas while fostering a positive experience for Citi.

We work hard to make a positive financial and social impact on the communities we serve. We prioritize our employees’ well-being and provide best-in-class benefits, including:

• Generous holiday allowance starting at 27 days plus bank holidays, increasing with tenure.
• Discretionary annual performance bonus.
• Private medical insurance tailored to your circumstances.
• Employee Assistance Program.
• Pension Plan.
• Paid Parental Leave.
• Employee discounts for family and friends.
• Access to learning and development resources.

At Citi Belfast, enjoy a business casual workplace with a hybrid working model (up to 2 days at home per week). Our benefits are designed to support your well-being and professional growth.

Interested? Apply now to discover your full potential.