AVP, Client Service Manager

Citibank; Kuala Lumpur; Hybrid; MYR 80,000 - 100,000; Full time

Job summary

A global financial services firm based in Kuala Lumpur is seeking an AVP, Client Service Manager to manage a portfolio of high-profile clients. You will provide ongoing support, streamline customer service operations, and ensure efficient issue resolution within the team. An ideal candidate will have 3-5 years of experience in client servicing and possess strong organizational and communication skills. This full-time role offers growth opportunities within a respected organization.

Benefits

Access to telehealth options

Learning and development resources

Work-life balance programs

Qualifications

• 3-5 years of Client Service/Custody experience.
• Proven self-reliance and accountability in managing risk.
• Consistent delivery of high-quality customer service.

Responsibilities

• Manage a portfolio of high-profile clients.
• Provide coaching and support to the team.
• Conduct analyses to resolve problems.

Skills

Client Service/Custody experience

Project management and organizational skills

Analytical skills

Communication skills

Stakeholder influence

Education

Bachelor's degree or equivalent experience

Job description

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 Issuer & Investor Services Operations 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 join our team as AVP, Client Service Manager- Hybrid (Internal Job Title: Asset Servicing Manager - C12) 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 AVP, Client Service Manager role is responsible for providing clients with resolutions and support in coordination with the Client Delivery department. The overall objective of this role is to address external customer issues and provide ongoing customer service support pertaining to Custody and Transaction Management perspectives (covering Pre-Settlements, Settlements, Cash, and Forex).

Responsibilities:

Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards.

Provide coaching and support to team and serve a point of contact for escalations.

• Develop and maintain client portfolio through regular calls and face-to-face interaction, as needed.
• Inform clients about problems (system failures, market issues) and provide regular resolution updates.
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience.
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base.
• Escalate customer feedback, processing delays and errors appropriately.
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary.
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment.
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives.
• Appropriately 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.

Qualifications:

• 3-5 years of Client Service/Custody experience.
• Relevant Transaction Management/Asset Servicing/Securities Lending experience (business/financial environment) preferred.
• Demonstrated project management and organizational skills to prioritize multiple tasks.
• Proven self-reliance and accountability and ability to manage risk.
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders.
• Proven investigative and analytical skills.
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results.

Education:

• Bachelor's degree/University degree or equivalent experience.

Job Family Group:

Operations - Transaction Services

Job Family:

Asset Servicing

Time Type:

Full time

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