Operational Client Experience Lead

3 weeks ago

Belfast, United Kingdom Citi Full time

**Organization Overview**:
Citi Markets Operations is currently at a pivotal point in its evolution and journey to implement a target operating model. We take pride and are passionate about our People and our culture. We are invested in our People and their development. We are transforming and simplifying our operating model, creating an exciting environment which encourages diversity of thought and inclusion.

We are a dynamic, global, and diverse Organization, with a presence in over 60 Countries; covering all front post execution Operations teams including product aligned Middle Office groups, Settlements, Margin, Asset Servicing, Listed Derivative & Commodities Operations. We support an extensive range of Capital Markets products and services including Fixed Income (FX, Rates, Credit, Muni, Cash and Derivatives) where Citi is consistently a dominant top 3 player in the market, Equity (Cash, Derivatives, Prime Brokerage, Futures, Listed Derivs, FXPB) where Citi has a significant growth program to continue to build out its capabilities and services; and Syndicates where we support both FI and EQ new issues and IPOs.

Our Operations groups are core to the success of the Markets business and have significant impact across the lifecycle of a trade. We partner extensively with a range of internal stakeholders including Front Office Sales and Trading Desks, Compliance, Legal, Finance and HR; alongside having significant interaction with our external client base, playing a key role in the overall client experience. We have a Client relationship group, dedicated to overseeing the Organizational service performance and strategic partnership for our top tier client base, where we play a key role in supporting our global clients to ensure they have a first-class experience when doing business with Citi.

Our Business Intelligence and Process Re-engineering group works alongside our Operations teams delivering automation solutions to solve for operational challenges. We partner with Citi’s innovation labs to drive optimization, and overall play a pivotal role in enabling us to transform to achieve our target operating model.

Our roles entail ensuring we operate in a robust control environment, whilst in a fast-paced workplace. We comply with global regulations and internal policies and adopt a proactive approach to identifying opportunities to reduce risk through the continuous evaluation of our controls; to protect our clients, the firm, and our reputation.

We work closely with our external global peers, partners, and regulators, and play an integral part in leading an agenda at the forefront to optimize and streamline processes and drive strategy across our industry.

**Role Overview**:
**Responsibilities**:

- Exhibits knowledge and expertise in the products and capabilities of the business.
- Develops strong relationships across all stakeholders at Citi, along with external clients.
- Accountable for the ongoing data remediation and the underlying client satisfaction of those data points.
- Provides both tactical and strategic solutions on complicated and unique situations.
- Improve the service offered to Citi Clients.
- Lead strong governance and controls.
- Present cohesive client strategy updates to senior management.
- Provides in-depth and sophisticated analysis with interpretive thinking to define problems and develop innovative solutions.
- May be responsible for a number of clients by owning the client experience relationship end to end across geography and product.
- Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services.
- Ensures essential procedures are followed and contributes to defining standards.
- Partners with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies.

**Qualifications**:

- Experience in performance measurement related work.
- Ability to identify and communicate risk issues, concepts, and mitigations/solutions effectively.
- Expert in MS Excel and MS PowerPoint.
- Lead change in an effort to continually improve client reporting processes Can make decisions and strategically execute.
- Strong writing and verbal communication skills are a must to effectively communicate to all levels of management, stakeholders and clients.

**Knowledge/Experience**:

- Self-driven & motivated individual with strong expertise in Sales Support, Middle Office or Operations
- Good understanding of current market initiatives
- Familiarity with Markets Products workflows is an added advantage
- Proven Client Service track record
- Experience in leading and driving process improvements/ client initiatives to achieve better client service

**Education**:

- GCSE English & Math

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

**What we Offer**:
We work hard to have a positive financial and socia

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