Middle Office – Client Relationship Manager – AVP recruitment
Job Title: Operational Client Relationship Manager
Corporate Title: Assistant Vice President
Group: Middle Office
Purpose of the Role: The role is part of the global OCRM client service team within the Middle office. The OCRM owns the overall relationship from a post execution perspective and acts as an escalation point and advisory contact across OTC Derivatives, Cash Securities, FX, Commodities and Loans for specific clients. The team is in regular contact with clients either via conference calls or visits to ensure Citi are meeting the clients' expectations and service levels. If there are service issues the team will communicate this to the relevant departments and work with them to improve the service.
Job Background Context: The role will report to the manager of North America OCRM team within middle office, the team is part of a key business strategy to provide a superior differentiating level of service to clients. The OCRM will be responsible for the client relationship from a post execution perspective.
The successful candidate will obtain front to back exposure across multiple products. The role will also involve representing Citi at market forums and vendor seminars in order to gain knowledge in the latest market initiatives.
This position offers excellent training opportunities to continuously learn and develop across products and work closely with the front office, other middle office departments and also operations on a global basis.
Key Responsibilities:
- Manage external client relationships by serving as a proactive liaison between client needs and internal operations
- Act as an escalation point for specific clients on all post execution issues
- Identify areas clients require assistance or guidance, this could be new products, processes, platforms or market initiatives
- Provide client educational seminars to ensure Citi is first to market with industry initiatives and updates
- Work with relevant areas (Middle Office, Settlements, Valuations, etc) within the organization to identify and resolve re-occurring operational issues
- Track all escalated queries through to resolution and perform root causal analysis
- Perform operational reviews that highlight client and Citi performance levels, strategic initiatives and industry developments
- Produce metrics per client to highlight our performance, address reoccurring issues and ensure remediation plans are in place to resolve the issues partnering with relevant teams (middle office, operations, sales and trading)
- Collate MIS and present to senior management
- Work with business seniors to identify business opportunities
- Work with the team globally to ensure a consistent standardized service is provided to clients cross products and location
- Monitor individual performance to enhance career progression
- Assist with implementing systems and process flows within the team in order to improve efficiency and client service
Development Value:
- To be part of an organization that is committed to becoming a market leader in Client Service
- An opportunity to learn about multiple products
- Opportunity to develop individual and team profiles
- High level exposure to clients and Front Office
- Communication within the global arena
Skills
- A minimum of 3 + years of work experience in Sales Support, Middle Office or Operations
- Bachelor's degree in finance, economics, business or related area
- Good understanding of all asset classes and current market initiatives
- Familiarity with product workflows (Confirmations, Settlements etc)
- Proven Client Service track record
Skills:
- Excellent awareness of client service and expectations
- Ability to learn system processes quickly and suggest improvements to obtain operational efficiency
- Good excel and report writing skills
- Strong communication skills with an ability to interact effectively at all levels.
- Strong self motivator
- Ability to manage client expectations
Competencies:
- Client Service Orientated
- Strong oral and written communication
- Organized and excellent attention to detail
- Ability to solve problems with the minimum of supervision
- Good analytical and problem solving skills
- Flexible in their approach
- Self motivated, driven and hard working
- Ability to work under pressure
- Good time management skills
- Good team player