Client Change Manager

Team function/overview

The Client Change Delivery team is responsible for the delivery of our largest clients’ key strategic projects and operates across Edinburgh, Dublin and Warsaw. The Change Management team work in partnership with functional change delivery teams across Middle Office, Fund Accounting and Transfer Agency to assure timely and accurate delivery of each client project. The Change Management team oversee the entire change book for their allocated client, interact with the client on a daily basis, manage any client escalations, produce weekly and monthly governance materials, manage internal and client stakeholders and support the functional teams with any client related issues or challenges.

Role/position overview

We are delighted to advertise an exciting opportunity in our Client Change Management function which oversees the delivery and reporting of our key clients change book. The successful candidate will have the Client Management responsibilities and will actively oversee the Clients Change Programme and our Change relationship with them. Reporting into the Client Change Delivery Manager, the candidate will have the opportunity to work closely with colleagues in Client Executive, Product and Fund Services Management. This role provides the opportunity to manage a Client and their programme of Change. You will spend a significant amount of time interacting with Edinburgh, Dublin and London Seniors.

Responsibilities:

• Manage a client relationship with regards to the change programme, lead and co-ordinate client change pipeline
• Manage the daily, weekly and monthly client governance interactions and reporting
• Oversee the Functional Delivery teams to assure adherence to client change requirements from project artefacts to KPI’s
• Drive a continuous improvement programme to assure the client experience is consistently positive
• Proactively manage the open book of change to assure the client rating for change is positive
• Mobilise the Citi team to address any client escalations or for general issue management

Requirements:

• Client facing roles previously held is essential
• Experience in Change or Project background
• Programme Management Experience is beneficial
• Strong understanding of Citi Operating Model
• Influencing skills across People and Client Management
• Analytical Mindset and Problem Solving
• Strong Communication – concise written materials, ability to chair meetings to agenda, good listening (written and verbal)

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