Thailand Head of Investor Services Job at Citi (Bangkok)

Job Description

The Thailand Head of Investor Services is a leadership position with ownership of the product strategy, P&L performance, risk and control, client experience and operational excellence for Custody Product in the country. Custody is a critical part of the Investor Services (IS) business which in turn is a key component of the Citi Services franchise. The successful candidate will report to Cluster Head of the Investor Services Product for the Asia South.

Job Responsibility

Own and deliver the Thailand country P&L, including revenue, profitability, RoTCE targets and balance sheet optimization
Drive productivity across top and bottom line: Partner with Product, Operations, and Technology to deliver expense optimization, automation, and AI deployment
Execute revenue optimization: Implement pricing strategies, revenue leakage management, rate card optimization, and product-driven commercial initiatives
Formulate and implement Country level strategy to increase market share
Leverage the Custody value proposition at a segment level to increase client share of wallet
Execute global strategic initiatives: Partner with Global Product teams to deliver transformation programs, operating model changes, product commercialization, and data/AI agenda
Lead custody product differentiation and innovation efforts in the country, including opportunities for external collaboration, while building key relationships with CSDs and other FMIs
Bring executive-level risk management mindset to business decisions and build a culture of risk management throughout country teams and partners in the cluster
Design and implement risk governance: Partner with Operations and Risk & Control leadership to establish appropriate MCA controls for the country, maintaining risk within appetite
Drive compliance and transparency: Ensure adherence to applicable laws, rules, and regulations
Apply sound judgment regarding conduct and business practices
Escalate, manage, and report control issues with transparency
Partner with coverage team on client growth opportunities, through client solutioning, innovation and a clear articulation of the Custody and IS value proposition
Drive cross-sell and wallet share expansion: Leverage Services and Citi franchise breadth to deliver comprehensive solutions across banking, cash management, markets, and wealth products
Elevate service excellence: Partner with Operations to resolve persistent pain points from onboarding through billing via platform and service model enhancements, SLA management, and improved client tooling
Attract, motivate, develop, and retain talent in country – including, succession planning, organizational design and optimization
Navigate complex stakeholder matrices: Influence and align executive-level stakeholders across Cluster, Custody and IS product teams, functional partners, and broader Services/Citi business lines
Build Digital Product Manager capabilities: Develop team that combines custody domain expertise with data, technology, and AI skills to execute on emerging strategic priorities

Requirements

Extensive experience in Investor Services within a global financial institution, with an emphasis on senior product management, business leadership, or P&L ownership roles
Deep familiarity with Thailand market — including the regulatory environment, Central Securities Depositories (CSDs), Financial Market Infrastructures (FMIs), and local market conventions
Track record of formulating and executing business strategy at a multi-country or global level, including market share growth, client wallet share expansion, and differentiation in custody or related securities services while aligning with global priorities, responding to competitive dynamics, and capitalizing on emerging market opportunities
Established track record of building and managing senior client relationships, including institutional investors, asset managers, sovereign wealth funds, and insurance companies
Strong ability to partner with coverage teams to identify and convert client growth opportunities
Skilled in articulating complex custody and IS value propositions to institutional clients at a senior level
Executive-level understanding of operational, regulatory, and market risks inherent in the Custody business, having built risk-aware culture across distributed teams
Strong understanding of end-to-end custody operations — from client onboarding and settlement through to billing and SLA management — with experience driving service model improvements and platform enhancements
Comfortable driving data, technology, and AI agendas within a product context — including automation of operational workflows, AI-enabled client tooling, and digital product manager capability development within teams
Prior success operating within a large, highly-matrixed global organization — able to influence across product, operations, technology, risk, and coverage functions at C-Suite level
Thought leadership in Market & Regulatory Engagement: Track record of engaging with regulators, industry associations, CSDs, and FMIs to shape market evolution
Able to represent the firm externally through thought leadership, white papers, and industry forums
Outstanding people leader — including talent development, succession planning, organizational design, and building high-performing teams
Bachelor's degree/University degree in Finance, Accounting or a related field
Added qualification/ certifications in areas like FinTech, Digital Finance, AI or Data Science is recommended

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Thailand Head of Investor Services

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