Citi Service Director

Citi Service Director

Requirements

• 15+ years of experience, including 8-10+ years’ managerial experience in Securities Services and/or a similar position with strong client focus.
• Experience with large institutional clients
• Proven record of achievement in leading large, matrixed organizations with a demonstrated ability to take ownership of a situation and make decisions, able to motivate people towards a common goal (within and outside of your line of management) to get results.
• Proven record of driving change, through data led insights and via cross-functional teamwork to deliver large scale projects
• Strong experience with design and execution of Target Operating Models and setting up teams
• Communication and presentation skills to command senior client and senior internal stakeholder meetings (Steering Committees)
• Ability to connect the dots across a wide range of issues and broader topics to thematically analyse and solve complex problems
• Effective leadership skills with an ability to develop strong partnerships with other teams.
• A demonstrated ability to operate successfully and contribute in an evolving new area where structure and target operating model is not yet fully defined.

Responsibilities

• Manage multiple Operations Support managers within CitiService in NAM with focus on ensuring staff are delivering a high level of service and complying with Citibank’s’ policies, procedures and government regulations.
• Coach and provide ongoing feedback to staff, identify training needs, and prepare developmental and training plans
• Evaluate subordinates’ performance and make recommendations for pay increases, hiring, terminations and other personnel actions
• Partner with other groups to drive and influence change as well as design future target Operating model as CitiService grows.
• Manage large institutional client relationships at a senior level; advocating for them internally and managing delivery of a book of work to enhance and improve their experience.
• Work closely with other groups to drive and influence change as an advocate of the firms’ client needs.
• Regularly review processes to ensure maximum efficiencies while delivering superior service quality and deploying high-quality controls
• Establish an effective working relationship with front office and operations management to jointly identify and resolve on-going issues
• Apply in-depth industry knowledge
• Exercise full accountability for results, budget, planning, policy formation and significant contribution to future strategy of the area(s)
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Preferred Qualifications

• Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience