Senior Client Service Manager - C12 (Hybrid)

At Citi , we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. 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 Citi Citi's Securities 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 as Assistant Vice President, Securities & Derivatives Senior Analyst - C12 - Hybrid (Internal Job Title: Securities & Derivatives Sr Analyst - C12) based in Melbourne, Australia . In this role, you're expected to: Record all incoming queries in the Enquiry Database system Provide CDS (Citidirect for Securities) level 1 support for all clients Prepare and manage client credit requirements for each settlement day in conjunction with the a/c management, risk and credit teams Monitor all settlement systems to ensure all issues are escalated and resolved without client impact Monitor and calculate client's stock positions where necessary Prepare weekly/monthly client service reports for presentation in client service meetings with operations management and the account management team Maintain all client signatory lists, standing instructions and service standards to ensure the information is kept up to date Manage all new client take on's to ensure a smooth implementation Communicate any cross selling opportunities to the Account Management Team in dealings with clients Conduct quarterly client service calls and prepare and distribute call reports Participate in system testing and process improvement projects Manage client issues and escalate to Head and Client Executives where necessary Assist with the preparation and distribution of daily, weekly and monthly MIS for distribution to local and regional senior management Manage the distribution of incoming manual client instructions Ensure up to date maintenance of procedures and documents pertaining to client service, message allocation and settlement processing Proactively work with peers across other internal Citi teams to ensure understanding of changing client requirements and needs Manage relationships with Citi internal teams, within Australia, across APAC and globally, to ensure relevant information is being exchanged. Be a first point of escalation for client problems, issues and complaints. Staff management, inclusive of developing and managing staff performance. Project management, including small process improvements, reduction of client queries, process efficiencies and client projects Maintain knowledge of new market and regulatory requirements affecting client portfolio/base Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives 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. Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own area Provide solutions and influence decisions with potential for broader organizational impact Contribute to the development of new customer service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact Lead or support special projects and/or task forces and negotiate with external parties, as needed Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives As a successful candidate, you'd ideally have the following skills and exposure: Minimum 5 years of relevant experience Experience on clearing systems i.e. CHESS, EXIGO and RBNZ Exposure to client contact at a senior level Ability to comprehend difficult concepts and to disseminate information in a precise comprehensible format Ensure that ASX Business rules are upheld and that compliance issues are dealt with in a timely manner Good understanding of the Service Level Agreement, develop and deliver superior service to both external and internal clients, and a full understanding of compliance issues Strong background and experience in back office processes and procedures Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision Demonstrated ability to lead teams to deliver results Ability foster a work environment of coaching, feedback and open communication Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction Working knowledge of the Equities, Fixed Income and Cash markets in Australia and New Zealand Knowledge of SWIFT Understanding of corporate action events At least 8 years industry experience with a stockbroker or custodian area. Securities Institute Australia (SIA) qualifications preferred (not essential) Strong communication skills and client service experience Highly organised, with an ability to prioritise work and meet deadlines Ability to work in a team environment with minimal supervision Keen learner and pro-active in initiating process improvement Willingness to assist others when required Ability to receive and give direction Participate in team development and personal development programs High level of interpersonal skills and the ability to deal with clients in a congenial manner Ability to influence issues Working 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 today - Job Family Group: Operations - Transaction Services - Job Family: Securities and Derivatives Processing - Time Type: Full time - Citi 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. Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. #J-18808-Ljbffr