Client Service Team Lead

2 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 Organisation, 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.

**Job Purpose**:
**Key Responsibilities**:

- Regular communication with Clients and trading Desk, with focus on Client Service, covering all general SBL issues
- Look to actively develop relationships with all Clients setting up regular client facing meetings and be recognised as the escalation main point of contact
- Dedicated support to the Business/desks for client issues
- Participate in any new Businesses initiatives such as new processes & products and work alongside the Business to define new trading flows, define key responsibilities and see through to production
- Manage the delivery of projects raised through the team, from the creation of BRDs & testing to the Project release
- Liaise with other Departments within Citi such as Product Control, Settlements, Prime Brokerage, Asset Servicing
- Responsible for accurate monthly accrual of fees to avoid P&L adjustments by the Business
- Supervise junior members of the team and act as first point of escalation for any internal or external issues raised to the team
- Perform regular 1:1 with all team members and aid in individual appraisals, development planning and maintaining a skills matrix
- Actively involved in recruitment and staff retention through on-boarding and goal setting

This is an exciting opportunity to kick start your career at Citi We are looking for enthusiastic and energetic team players, with a strong work ethic, who will join Markets Operations.

You will play a pivotal part in helping to support the lifecycle of a trade. Working closely with Business partners, Clients and internal stakeholders to ensure all transactions flow through our front to back Operations teams, with no issues.

You will develop a broad and detailed understanding of the organization’s landscape, culture, processes and Technology.

You will have the opportunity to recommend creative suggestions on how to improve processes to minimize losses from failed internal processes, inadequate controls, and emerging risk better serve our clients

**Risk Management**:

- Overseeing and executing critical core operations activities to maintain a culture and environment where processes, risks and controls are continually monitored, and potential risks escalated on a timely basis
- Identifying trends, synergie

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