Asset Servicing Customer Service Manager

Asset Servicing Customer Service Manager

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi. Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

The Asset Servicing Customer Service Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. Work affects an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.

• This role will manage a team of people responsible for managing queries from customers for Asset Servicing activities including Corporate Action, Income and Proxy.
• These activities include managing daily team workflow, escalations, client reporting, and managing ad-hoc client query based processes.
• It will include managing team member's 1-1 meetings, team meetings and goal setting and ongoing management of feedback.
• The role will act as 1st level escalation point for Platinum and Priority clients, attending and presenting at Client Service review and due diligence meetings, and general relationship building with our client base.
• Liaise with clients on Corporate Action events to solicit missing instructions and to advise of short fuse events where required.
• Working as a partner to Operations, Country Management, Product Management, and building relationships with those groups.
• Manages, tracks and mitigates risk incoming client responses, customer funding, claims processing, payment allocation and corporate action processing
• Prepares weekly/ monthly metrics on department's performance including detailed analysis of any query turnaround times, aging, opportunities to manage self serviceable queries back to clients, and to build information packs to present back to clients. Performs causal analysis on processes to continuously identify gaps, improvements/system enhancements
• Monitors MIS reporting relating to client queries, and will manage aging queries, escalating where required with internal teams to ensure quick resolution.
• Assists management in system enhancement functions, provides feedback on Business Requirement Documents, and participates in user acceptance testing as needed
• Develops and maintains department procedures and will be involved in audits when required.
• Prepare sand participate in department client presentations
• Appropriately 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Intermediate to senior level experience in a related role, people management experience, Bachelor's/University degree or equivalent experience.

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive.