Custody Operation Client Services ( AVP)

Citigroup Inc.; Kuala Lumpur; On-site; MYR 120,000 - 150,000; Full time

Job summary

A leading financial services company in Kuala Lumpur seeks an experienced Custody Operation Client Services (AVP) professional. You will manage high-profile clients, ensure timely resolution of queries, and provide coaching to team members. Ideal candidates will have 6-8 years of custody experience and strong analytical skills, with a bachelor’s degree or equivalent. This position offers opportunities for leadership and impact on client relationships.

Qualifications

• 6-8 years of Client Service/Custody experience.
• Strong analytical skills required for problem resolution.
• Ability to manage risks and influence stakeholders.

Responsibilities

• Manage a portfolio of high-profile clients.
• Provide coaching and support to the team.
• Advise on process improvement to enhance client experience.

Skills

Client Service

Analytical skills

Communication

Project management

Education

Bachelor's degree or equivalent

Job description

Overview

The Custody Operation Client Services (AVP) is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

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.
• Adequately 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

• 6-8 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

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Citigroup 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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