CitiService Director

About Investor Services

Citi's Investor Services provides a comprehensive suite of services across over 100 markets globally, supporting significant product and client growth in local and global products including Custody, Funds & Execution Services. We are a critical partner for our clients, ensuring efficient and scalable operational services.

• Drive the strategy for Customer Service to deliver on regional needs and ensuring alignment with Global priorities.
• Lead Self-service and Client Digitization agenda across the region
• Partner with Client coverage partners and Product/ Line Operations to drive Digitization and continuous marked improvement in Voice of Client scores.
• Proactively lead the dialogue with existing and prospective Clients
• Drive standardization and productivity across the region
• Provide the operational and strategic leadership to deliver a high-quality service to Citi clients and all Internal stakeholders
• Implement effective and appropriate governance structures resulting in a robust operational control environment
• Developing relationships with key clients, facilitating, and leading on-site visits and ensuring timely and appropriate client communication
• Ensure resources are aligned to support global/regional business strategy and seamless delivery of services
• Proactively identify and manage risks which may impact product/service delivery to clients, rapidly adapt to changes in the Client expectations, Capability, regulatory and compliance framework; proactively raising self-identified issues; and addressing all issues completely and in a proactive manner through the drafting, implementation, and tracking of relevant Corrective Action Plans (CAPs)
• Extensively collaborate with Client coverage/ Sales, Business, Operations and Customer Service (regionally and globally) to evolve Client Service model to meet client expectations and enhancing the Service model (self-service/ digital being the key principles) as new capabilities are launched
• Continuously engage with other regional and global partners to ensure consistency in Service Delivery of Citi’s global clients
• Work with Sales on ensuring Clients’ expectations are properly set and met through the Sales/ RFP/ Client Onboarding stages
• Ensure delivery of financial budgets with a sustainable pipeline of productivity book of work
• 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

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit  Available offerings may vary by jurisdiction, job level, and date of hire.

Primary

Location:

Tampa, Florida, United States

Salary Range: $ – $

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to 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.