CPS (Client Services) -VP / C13 - PUNE

Transaction Management - Client Services Custody Ops Manager, is accountable for management of complex & critical professional disciplinary areas. Provides operational/service leadership and direction to team. 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. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required. External communication would be necessary. Duties also includes fostering positive client relations, managing escalations inquiries, and assisting teams to promptly directing clients’ complaints to relevant departments and works on providing solutions within stimulated and agreed timeframe. Timely review of Clients feedback and engage in improving the service relations by providing high level of quality services. Accountable for the end results of an area. Exercises control over resources. affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area

Applies specialty area knowledge in monitoring, assessing, analysing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets information. Identifies inconsistencies in data or results, defines business issues and formulates procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding and experience in managing a team and how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.

Responsibilities:

• Responsible for providing support for TM Client Services team, including NAM hours.
• Primary focus is on day-to-day operational inquiries but will also contribute to strategic planning within area of expertise.
• Develops and exercises business plans, policies and procedures and may also be responsible for various projects to improve efficiencies
• Serve as subject matter expert and knowledgeable resource for business partners
• Manage a department, product or process with a large amount of independence.
• Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
• Manage and execute client transactions with respect to business, credit, and investment products. Ensure transactions are completed within audit and compliance standards as well as timely.
• Take ownership of client investigations (e.g., statement reporting issues, settlement inquiries, account set up etc) and collaborate with operational and middle office teams to ensure effective resolution.
• Coordinate account maintenance for all products and reporting account status changes, rates and fee waivers.
• Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction.
• Proactively arrange and participate in client calls and perform service quality check-in calls to clients.
• Identify and document new business opportunities for referral to product specialist.
• 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 behaviour, 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.
• Perform responsibilities through proficient use Citi applications. Participate in service-related process improvements.
• Appropriately assess risk when business decisions are made, demonstrating 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 12-15 years of relevant experience. Preferable in Client Services role in Custody Settlements & Client Servicing
• Extensive knowledge of Custody operations
• Experience in leading a team, people management and conducting performance evaluations.
• Flexibility to work in shifts, preferably early morning shifts.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Ability to multi-task with strong organizational and time management skills per the needs of team and clients
• Ability to problem solve and analyse data with demonstration of attention to detail.
• Strong verbal and written communication skills
• Client facing experience; strong background and interest in the fields of operations and compliance; previous experience & knowledge of investments, banking, and custody products.

Education:

• Bachelor's/University degree or equivalent experience

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