AVP, Institutional Customer Service Manager (Hybrid)
Location: Kuala Lumpur, Selangor, MalaysiaTime Type: Full timePosted on: Posted YesterdayAtCiti , we get to connect millions of people across hundreds of cities and countries every day. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.Shape your Career with CitiCiti'sSecurities Services (SS)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 asAVP, Institutional Customer Service Manager (Hybrid)(Internal Job Title: Institutional Customer Service Manager - C12) based in Kuala Lumpur, Malaysia.In this role, you're expected to:Manage Client Service unit typically consisting of employees performing related tasks (e.g., client service, training, service review and analysis)Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.Ensure team task/service quality by applying in-depth Global Custody knowledge of policies, concepts and procedures within own areaProvide solutions and influence decisions with potential for broader organizational impactContribute to the development of new client service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impactConduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levelsResponsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impactLead or support special projects and/or task forces and negotiate with external parties, as neededDeliver a high-quality service experience across the client base and inform clients of ongoing market initiativesAppropriately 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 a successful candidate, you'd ideally have the following skills and exposure:5-8 years of previous experience in Global Custody preferredPrevious experience in Securities Services preferredProven self-reliance, self-motivation, and accountability to complete objectives with limited supervisionDemonstrated ability to lead teams to deliver resultsAbility to foster a work environment of coaching, feedback and open communicationDemonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfactionDemonstrated organizational and problem-solving skillsAble to work successfully in a high-pressure environment and closely with peer groupEducation:Bachelor's degree/University degree or equivalent experienceWorking at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.Take the next step in your career, apply for this role at Citi todayJob Family Group:Customer ServiceJob Family:Institutional Customer ServiceTime Type:Full timeCiti is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity reviewAccessibility at Citi .Click here to learn more about careers at Citi.#J-18808-Ljbffr