AVP, Client Services Manager (Custody) - Hybrid

Citigroup Inc.; Kuala Lumpur; Hybrid; MYR 80,000 - 120,000; Full time

Job summary

A leading financial services company is seeking an AVP, Client Services Manager in Kuala Lumpur. This role involves managing client portfolios, ensuring high-quality service, and implementing improvements. Join a global team dedicated to client satisfaction and professional growth.

Benefits

Programs for physical and mental well-being

Learning and development resources

Work-life balance programs

Qualifications

• 5-8 years of Client Service/Custody experience.
• Strong project management and organizational skills.

Responsibilities

• Manage high-profile client portfolios, ensuring timely, professional query resolution.
• Implement process improvements to enhance client experience.
• Analyze and resolve problems, liaising with internal teams.

Skills

Project Management

Communication

Analytical

Education

Bachelor's degree

Job description

At Citi, we connect millions of people across cities and countries daily through our global network, offering a broad range of financial services to consumers, corporations, governments, and institutions to meet their opportunities and challenges.

Shape your Career with Citi

Citi’s Securities Services (SS) supports our clients’ business with local expertise and scalable solutions, leveraging our global footprint.

We are seeking a high-caliber professional to join as AVP, Client Services Manager (Custody) - Hybrid (Internal Title: Customer Service Sr Analyst - C12) in Kuala Lumpur, Malaysia. We provide resources to support your needs, empower healthy decisions, and manage your financial well-being, including:

• Programs for physical and mental well-being, telehealth, counseling, and more (coverage varies).
• Learning and development resources for career progression.
• Work-life balance programs.

In this role, you’re expected to:

The Client Service Intermediate Analyst provides resolutions and support, managing external customer issues related to Custody and Transaction Management (Pre-Settlements, Settlements, Cash, Forex).

Responsibilities:

• Manage high-profile client portfolios, ensuring timely, professional query resolution.
• Coach team members and handle escalations.
• Develop client relationships through calls and face-to-face interactions.
• Inform clients about system failures or market issues, providing updates.
• Implement process improvements to enhance client experience.
• Stay updated on market and regulatory changes affecting clients.
• Escalate feedback, delays, and errors appropriately.
• Analyze and resolve problems, liaising with internal teams.
• Conduct reviews, audits, capacity planning, and reporting.
• Participate in initiatives to reduce inquiry volume and improve client experience.
• Assess risks in business decisions, ensuring compliance and ethical standards.

Qualifications:

• 5-8 years of Client Service/Custody experience.
• Transaction Management experience preferred.
• Strong project management and organizational skills.
• Self-reliant, accountable, and risk-aware.
• Excellent communication and influencing skills.
• Investigative and analytical abilities.
• Focus on high-quality customer service and relationship building.

Education:

• Bachelor's degree or equivalent.

Joining Citi means becoming part of a global family of over 230,000 people, with opportunities for growth, community contribution, and impactful work.

Apply now at https://jobs.citi.com/dei