Investor Services Client Executive (Vice President)

For additional information, please review . Manage all contractual and commercial aspects of the relationship with the client and internal stakeholders Assist with resolution of escalated operational and service issues in path to green Assist with Operational site due diligence visits, audit schedule, operational workshops and their agenda and follow-ups for the team and stakeholders Utilize Client and Process knowledge to champion innovation and challenge manual / bespoke / inefficient processes to drive the SSO strategy of scalability with a view to ultimately reducing operational risk and increasing the efficiency of the Clients Operations processes Assist with the oversight of significant client initiatives from an operational perspective and client changes for non-contractual change clients Champion client coordination, feedback and timelines in rollout of operational changes, new functionality, regulatory changes or any other changes impacting assigned clients and own operational service plans capturing solutions to significant issues and proactive initiatives and jointly discuss with clients on a periodic basis Support and lead internal virtual team meetings creating a consistent client focused culture and efficiency mind-set across Citi teams Support Sales/CEs in pre-RFP information requests and client due diligence sessions Support and lead internal virtual team meetings creating a consistent client focused culture and efficiency mind-set across Citi teams Support client service review meetings ensuring quality MI are presented. Share service review results internally and ensure any resulting action items are managed to conclusion Support regular calls with assigned clients to review operational issues log and MIS Solicit feedback from the client on a regular basis re client sentiment and drivers behind any amber/red returns. Identify clear path, owner and target date for return to green Maintain client signature lists and client statutory documents. Ensure accurate and timely KPIs/SLA metrics are delivered Ensure timely resolution of credit related transactional issues Monitor aged receivables and lead conversations with the clients to close out aged billing items Adhere to the escalation policy for any significant issues where others outside of direct management line need to be made aware of the issue, steps to resolution and notification of closure Ensure clients receive notices and updates on all planned changes, including Citi driven, client driven and regulatory driven change. Ensure clients are fully operational and satisfied post go-live Completion and review of scorecard metrics with relevant Ops/product/CE partners for assigned clients Own operational service plans capturing solutions to significant issues and proactive initiatives and jointly discuss with clients on a periodic basis. Based on knowledge of processes and client feedback, raise product gaps to relevant Product team ensuring a targeted strategy is in place. Positively contribute to the Client Service strategy execution at a country and regional level Degree preferred, preferably in a business discipline. Relevant experience in a global financial institution on client facing role with broad end to end understanding of the Securities Services products to including Fund Accounting, Transfer Agency, Middle Office, Global Custody and Direct Custody. Must demonstrate strong communication skills. Enthusiastic with strong presentation and interpersonal skills. Thorough knowledge and familiarity with Microsoft Word, Excel, PowerPoint and Outlook required. Strong analytical and problem solving skills. Continuous improvement mindset and experience. Strong team player with excellent attention to detail. Good understanding of current and upcoming industry regulations.