Assistant Vice President, Account Services Team

Assistant Vice President, Account Services Team

Citi's Services Operations supports our clients' business by drawing on the strength of our unmatched global footprint, which provides them with access to local expertise and scalable solutions to support their ambitions. We're currently looking for a high caliber professional to join our team as Assistant Vice President, Account Services Team (Internal Job Title: Client Onboarding Senior Analyst– C12) based in Pune.

The Client Onboarding Sr Analyst (IC Role) is critical in ensuring operational stability, risk mitigation, and superior client service. By owning BAU delivery and embedding strong controls, the role directly protects the organization from operational and regulatory risk while ensuring clients receive consistent, high quality service.

Responsibilities:

• Own and manage end to end BAU processes across assigned functions, ensuring timely and accurate execution of daily deliverables.
• Focuses on timely and accurate delivery of all account opening functions, as well as delivering excellent customer service and resolution of customer issues.
• Monitor volumes, workflows and SLAs to ensure consistent service delivery.
• Responsible for end-to-end client interaction, documentation issuance, review and system setups across the Custody product and associated underlying market setups from North America Global Window client's perspective.
• Identify bottlenecks and drive operational improvements to enhance efficiency and reduce turnaround times.
• Act as the primary escalation point for BAU related issues, ensuring swift resolution and minimal client impact.
• Ensure smooth handoff across shifts and global partners to maintain continuity of operations.

Talent Management:

• Supports the motivation of staff through constant interaction with the team.
• Demonstrates high level of diligence, motivation, and organizational skills.
• Determines new work procedures, analyzes complex and variable issues with significant departmental impact.
• Encourages cross functional training for staffs to enrich their skill base.
• Optimizes manpower to achieve higher productivity levels. Identifies and develops high performers for next level jobs/mid management position. Ensures team delivers as per service level agreements.
• Supports training for new staff and

Risks & Controls:

• Ensure strict adherence to risk, control and compliance requirements within BAU operations.
• Embed strong control practices in daily execution to mitigate operational, regulatory and reputational risk.
• Partner with Risk, Compliance, Audit and Control teams to support reviews, audits and issue remediation.
• Ensure timely completion of control attestations, evidence submissions and governance requirements.
• Promote a strong risk and control culture within the team through continuous reinforcement and training.

Management Reporting:

• Design, develop and manage MIS dashboards and reporting tools to track operational metrics, volume, SLA adherence, risk indicator etc.
• Build and maintain Excel-based reports, pivot reports to streamline daily/weekly/monthly reporting.
• Prepare executive presentations and summarizes using PowerPoint for Senior stakeholders and governance meetings.
• Analyze trends in operational data to proactively identify risks, breaks or opportunities for process improvement
• Ensure data accuracy and timely delivery of all internal/external MIS reports.
• Collaborate with Tech/Change teams to automate manual processes.

Qualifications:

• 10-12 years of experience in account opening, onboarding, client service, documentation review, account maintenance and related cash products
• Experience in designing, developing and managing MIS dashboards and reporting tools to track operational metrics, volume, SLA adherence, risk indicator
• Custody experience (preferred)
• Good interpersonal communication skills. Able to communicate with internal and external business partners.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Advanced execution skills in a multi-tasking mode. Exposure to Customer Service and handling of system, testing and rollouts.
• Ability to achieve business objectives without compromising on controls and risk parameters established. Ability to interact confidently with senior management and / or regulators. Ability to coach and develop people, identifying and retaining talent.
• Able to partner with businesses and other support functions at senior levels in setting strategy and priorities. Able to strive under pressure and covert opportunity from risk.
• To ensure excellent rapport with internal stakeholders including peers and seniors and duly provide inputs to the team and ensure timely resolution of all issues, wherever there are business risks, and the issues need to get addressed such cases should be raised to the senior's forum for appropriate action and advice.
• Proficient knowledge of English (written and spoken).

Education:

• Bachelor's/University degree or equivalent experience, potentially Master's degree