Client Experience Lead- VP

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your self-starter skills in analysis, problem solving and communication to Citi’s Operational Client Strategy team.

By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team/Role Overview

This team sits within Markets Operations in the Client Strategy team.  The team is responsible for simplifying 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. The individual within this role will be working closes with the FX and Securities business to understand the current client experience and how make measurable improvements both for our clients and for our internal teams. 

What you’ll do

• Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners.

• 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.

• Partners with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies.

What we’ll need from you

• 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 Intermediate to

• Advanced level MS Office Skills

• Exceptionally strong interpersonal & relationship-building skills Risk & Controls experience

• Entrepreneurial mindset when taking on new processes. 

What we can offer you

This is a role that'll offer you the opportunity to build an in-depth knowledge of Citi’s client experience within financial services operations. Every day there will be new business challenges that will help you develop new skills that can drive your career.  You will also have the ability to create and develop new ideas while creating a positive experience for Citi.

We work hard to have a positive financial and social impact on the communities we serve. In turn, we put our employees first and provide the best-in-class benefits they need to be well, live well and save well.

By joining Citi Belfast, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed), and enjoy a whole host of additional benefits such as: 

• Generous holiday allowance starting at 27 days plus bank holidays; increasing with tenure

• A discretional annual performance related bonus 

• Private medical insurance packages to suit your personal circumstances

• Employee Assistance Program  

• Pension Plan 

• Paid Parental Leave 

• Special discounts for employees, family, and friends 

• Access to an array of learning and development resources 

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive. 

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities. 

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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 review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.