Fund Administration and Custody Account Manager

**Overview of Citi**:
Citi, the world leading global bank, has approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity.

**Team/Function Overview**:
The Account Management team covers the fund accounting and transfer agency services sold to our clients. The team members act as internal and external escalation points for a set number of clients covered. The team members have regular dealings with the external clients through service calls, due diligence reviews and issue resolutions. The team is based in Luxembourg and currently comprised of 9 seasoned individuals from 5 different countries. English is the working language, but a good level of French would be an advantage, though not necessary, in terms of the integration into the team and dealing with colleagues throughout the branch

**Role / Position Overview**:
**Key Responsibilities**:

- Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end across geographies and products (fund accounting and transfer agency)
- Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
- Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes.
- Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique requirements.
- Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider.
- Provides support and guidance to service partners to ensure a seamless client experience across regions.
- Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners).
- Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
- Acts as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities

**Development Value**:
**Criteria/Qualifications**
- Previous experience in client service
- Excellent attention to detail and strong problem-solving skills
- Excellent interpersonal and verbal & written communication skills
- Ability to thrive in a high-volume team environment
- Ability to educate clients on navigation and functionality in a virtual environment
- Experience working directly with clients
- Ability to analyze potential issues, document the relevant details and escalate to the appropriate tech/product/etc.teams
- Excellent organizational, time management, and prioritization skills

**Knowledge/Experience**:

- Relevant experience
- In-depth knowledge of fund accounting, transfer agency and global custody functions for Luxembourg domiciled investment funds

**Skills**:

- Fluency in English (written and spoken)
- Other languages are a plus
- In-depth knowledge of the Microsoft office products

**Qualifications**:

- Minimum Bachelor’s degree or equivalent experience

**Competencies**
- Team player
- Ability to work independently when needed
- Self-starter
- Conscientious

**What we Offer**

As well as a competitive salary and consideration for a yearly discretionary bonus Citi offer;
- Award winning pension scheme,
- Life assurance and
- Private medical insurance

In addition, we offer a competitive maternity, paternity and adoption leave scheme. We pride ourselves on our ability to offer employees a number of lifestyle benefits including; on site restaurant and coffee shops, online shopping and concierge service and subsidized clubs and societies.

Our Select benefit package offers you the opportunity to customize your benefits according to your own lifestyle preferences and includes corporate discounts, memberships and a range of additional extras.

Our vast range of diversity networks and on site multi faith room demonstrates Citi’s commitment to growing a diverse workforce.
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Client Management
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative ac