Client Service Director

Whether you’re at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks. We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism.

Shape your Career with Citi

Citi Global Wealth brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices. The strategies we create help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow. We are uniquely suited to helping our clients meet their banking needs across regions through our global network.

The Client Service Head is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Applies in-depth understanding of the business impact of technical contributions. Strong commercial awareness is a necessity. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. 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.

Responsibilities:

• Oversee the Service team’s management of day-to-day servicing and processing activities to ensure the staff is 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
• 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
• Regularly review internal control and regulatory requirements and MCA self-test results to ensure that effective controls are in place
• Work closely with the Global Market Managers, Regional Market Managers and Business Managers to ensure that Service appropriately supports business initiatives
• Manage Service strategically to drive superior client experiences, business growth and identify sales opportunities for wider salesforce to capitalize on
• 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.

Qualifications:

• 10+ years of experience
• Leadership skills: Takes ownership of a situation and makes decisions, able to motivate people toward a common goal, implement change and get results
• People Management Skills: able to constructively coach
• US: Licenses 7, 66, 9 & 10 or equivalent

Education:

• Bachelor's/University degree, Master's degree preferred

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