Citiservice Senior Analyst

We are in the process of establishing a new CitiService function as part of the Bank’s strategic focus to deliver a premium client experience and seeking to recruit a client focused Assistant Vice President to support Investor Services Operations, who will contribute to the newly formed CitiService function and team in EMEA, as well as supporting some senior client relationships. The individual should be adept at managing through and influencing change as CitiService is an evolving team that aims to facilitate efficient, scalable operational services across all products and sits across Securities Services and so these skills are key. Investor Services provides a suite of services across 101 markets and associated global CSC locations seeing significant product and client growth in the local and global products including Custody, Funds, Issuer & Execution Services.

**Key Responsibilities**:
**Client Service & Product Expertise**:

- Support client Operational and Onboarding needs spanning all Products within the Issuer and Investor Services business relating to Fund Accounting, Middle Office, Transfer Agency, Securities Lending, Issuer Services, and Custody.
- Support Luxembourg Client Implementations and Change - will be responsible for supporting core Luxembourg Client Implementations tasks (relating to originations and business growth) and delivery of client change projects in line with service strategy and initiatives.
- Applies strong knowledge and expertise in the products and capabilities of the Investor Services Business, including but not limited to Fund Accounting, Middle Office, Transfer Agency, Trade Settlements, Asset Servicing, Cash/FX, Tax Operations, and Lending
- Manage client inquiries, ensuring timely responses and escalation of critical issues.
- Proactively manage client expectations with transparent communication and realistic resolution timelines.
- Act as a Subject Matter Expert (SME), providing authoritative guidance and innovative solutions.
- Support timely task completion and prevent SLA breaches.
- Accountable for remediating aged queries and enhancing client satisfaction
- Participate in Client meetings and calls with business partners - Service Reviews, Issue Logs, DDQ etc
- Support review Client Scorecards/Temp checks/KPI's and own follow up of action as required

**Operational Excellence & Risk Management**:

- Own accurate logging of Operational Risk Events and review with senior management to ensure effective actions.
- Periodically assess and review controls for effectiveness (quarterly).
- Participate in risk reviews to monitor levels and quantify financial exposures.
- Review KRI Manager results; identify and raise Corrective Action Plans (CAPs).
- Track completion of corrective and preventive action plans.

**Process Improvement & Strategic Focus**:

- Identify and communicate process optimization opportunities to management.
- Support implementation of new process ideas and strategic initiatives.
- Provide in-depth analysis to define root causes of client queries, anticipate needs, and develop innovative solutions for recurring issues.
- Participate in and support strategic initiatives aligned the Investor Services strategy.

**Qualifications**:
**Required**:

- Bachelor's degree or equivalent (Finance, Accounting, Math, or Management preferred).
- Extensive experience in global financial institutions, preferably in Securities Services Operations and/or a similar position with strong client focus.
- Proven senior business analytics capability with excellent end-to-end operational process understanding.
- Proven ability to drive change in complex, dynamic environments.
- Track record handling complex/sensitive situations, including risk identification/remediation.
- Exceptional written/verbal communication, able to influence senior levels.
- Self-reliant, results-oriented problem solver.
- Strong organizational/project management skills; performs effectively under pressure, prioritizes deadlines.
- Experience collaborating with regulatory bodies, internal/external auditors.

**Highly Desirable**:

- Proficient in data analysis/interpretation.

**What we can offer you**:
By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive.**Job Family Group**:
Customer Service
- **Job Family**:
Institutional Client Management
- **Time Type**:
Full time
- **Most Relevant Skills**

Please see the requirements listed above.
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