Asset Servicing Customer Service Manager Job at Citi (Dublin)

Job Description

The Asset Servicing Customer Service Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. Work affects an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.

Job Responsibility

Manage a team of people responsible for managing queries from customers for Asset Servicing activities including Corporate Action, Income and Proxy
Manage daily team workflow, escalations, client reporting, and managing ad-hoc client query based processes
Manage team member's 1-1 meetings, team meetings and goal setting and ongoing management of feedback
Act as 1st level escalation point for Platinum and Priority clients, attending and presenting at Client Service review and due diligence meetings, and general relationship building with our client base
Liaise with clients on Corporate Action events to solicit missing instructions and to advise of short fuse events where required
Work as a partner to Operations, Country Management, Product Management, and building relationships with those groups
Manage, track and mitigate risk incoming client responses, customer funding, claims processing, payment allocation and corporate action processing
Prepare weekly/monthly metrics on department’s performance including detailed analysis of any query turnaround times, aging, opportunities to manage self serviceable queries back to clients, and to build information packs to present back to clients
Perform causal analysis on processes to continuously identify gaps, improvements/system enhancements
Monitor MIS reporting relating to client queries, and will manage aging queries, escalating where required with internal teams to ensure quick resolution
Assist management in system enhancement functions, provides feedback on Business Requirement Documents, and participates in user acceptance testing as needed
Develop and maintain department procedures and will be involved in audits when required
Prepare and participate in department client presentations
Appropriately assess risk when business decisions are made

Requirements

Intermediate to senior level experience in a related role
people management experience
Bachelor’s/University degree or equivalent experience

What we offer

Business casual workplace
Hybrid working model (up to 2 days working at home per week)
Competitive base salary (annually reviewed)
Additional benefits supporting well-being, growth and work-life balance

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