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Senior Vice President, Client Strategy & Relationship Management – lead and advocate for platinum clients across markets.
Drive global client experience, process improvements, and cross-functional collaboration at Citi.
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Job Overview
Head of Client Strategy and Relationship Management is a senior level position responsible for a portfolio of platinum clients across the team. This role integrates subject matter and industry expertise across operations. It requires an in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and external customers.
Responsibilities
- Responsible for a portfolio of highest intensity platinum clients acting as their advocate and owning the client experience relationship end to end across geography and product.
- Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
- Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes.
- Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique requirements.
- Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners.
- Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider.
- Provides support and guidance to service partners to ensure a seamless client experience across regions.
- Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners).
- Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
- Acts as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities.
- Manages the internal Client at Risk process & supports escalation resolution as necessary to facilitate timely resolution.
- Develops end-to-end capability, infrastructure & process improvement plan to support improved quality service.
- Partners with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies.
- Responsible for managing the team and providing support to the functional and country Heads
- 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.
Required qualifications & skills
- 10+ years previous experience in managing client relationships required
- Strong business-level English, both written and verbal, is required to communicate effectively with regional and global stakeholders.
- Business level Japanese , both written and verbal, is essential for this role.
- JSDA Class 1 (Sales Representative Qualification) is a preferred requirement.
- Internal Control Manager (Naibu Kanri Sekininsha) is a preferred requirement
- Breadth of knowledge of the business and organization
- Well-developed working knowledge of the business and the upstream and downstream influences
- Demonstrated ability to provide outstanding client service at a senior level
- Exceptional written and oral communication skills
- Ability to develop client solutions
- Ability to identify and implement effective process improvements
- Exceptionally strong interpersonal & relationship-building skills
- Risk & Controls experience
Education
- Bachelors/University degree
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Job Family Group
Operations - Transaction Services
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Job Family
Securities and Derivatives Processing
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Time Type
Full time
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Most Relevant Skills
Please see the requirements listed above.
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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