Customer Service Group Manager

Citi's Investor Services provides a comprehensive suite of services across over 100 markets globally, supporting significant product and client growth in local and global products including Custody, Funds & Execution Services. We are a critical partner for our clients, ensuring efficient and scalable operational services.

We are seeking an experienced and client-focused leader at the C14 / Senior Vice President level to join the CitiService team in a leadership role responsible for CitiService Funds. This individual will be a part of the leadership team driving the strategic direction of CitiService teams with a focus on our support of Funds Services, as well as directly managing senior client relationships within the region. The successful candidate will be adept at managing through and influencing change, as CitiService is an evolving team focused on facilitating efficient, scalable operational services across all products within Investor Services. This role requires a strong ability to drive and influence change, advocate for client needs, and contribute to the future strategy of the area within the region, but thinking globally.

Responsibilities

• Demonstrates and applies deep expertise across the full suite of Investor Services products and capabilities, with a focus on one or more of Fund Accounting, Middle Office, Transfer Agency.
• Manages senior level institutional client relationships, acting as a strategic internal advocate and ensuring seamless, high quality service delivery throughout the client lifecycle.
• Oversees end to end service delivery, ensuring post sale and post implementation support meets agreed standards, adapts to evolving requirements, and includes effective escalation management and leadership reporting.
• Drives continuous improvement through regular review of processes, workflows, and controls, enhancing operational efficiency, service quality, and risk management.
• Owns client scorecards, KPIs, and feedback mechanisms, performing root cause analysis, anticipating client needs, and developing innovative solutions to prevent repeat issues.
• Represents Service Delivery in all client touchpoints-Service Reviews, Issue Management, partnership calls, and DDQs-ensuring clear communication and consistent follow through.
• Champions Citi Leadership Standards by developing team capabilities, ensuring cross coverage, fostering a proactive service culture, and strengthening collaboration with front office and operations partners.
• Ensures alignment between Service Delivery and Client Implementation across change events, leading operational readiness, transitions, and early life support, while maintaining full accountability for results, compliance, ethical judgment, and the effective use of AI tools to drive productivity and innovation.

Qualifications

• Relevant and senior industry experience, Funds experience as a must
• Chartered Accountant / CFA / MBA
• Experience within financial markets and fund accounting
• Experience in financial services, client management, project management, strategic management, operational management, and resource and expense management
• Experience with people management and working with multiple stakeholders
• Advanced knowledge of accounting concepts, financial services, and global financial markets
• Demonstrated talent assessment as well as the ability to manage client relationships

Benefits

• Generous holiday allowance starting at 27 days plus bank holidays; increasing with tenure
• A discretionary annual performance related bonus
• Private medical insurance packages to suit your personal circumstances
• Employee Assistance Program
• Pension Plan
• Paid Parental Leave
• Special discounts for employees, family, and friends
• Access to an array of learning and development resources

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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