National Black MBA Association
Overview
Job purpose: Securities Service is a key business within the Citi Institutional Clients Group. The business covers Custody, Funds Services and Direct Custody products, providing services to institutional clients of global and regional importance to the firm’s franchise. The successful candidate will act as the primary contact for operational service-related escalations and, in conjunction with the Client Executive (CE), will ensure Citi delivers a best-in-class client experience. The role typically assigns a number of clients and is responsible for implementing a governance structure focused on proactive service delivery and client management. It is within the remit of the Account Manager role to advocate for the client within Citi. Key responsibilities
Create collaborative relationships with clients and act as a trusted advisor on service-related matters, proactively managing clients through excellent customer service and alignment with their strategic goals. Lead resolution of escalated operational and service issues, guiding clients to green status and coordinating with Citi’s subject matter experts. Arrange subject matter discussions/reviews as required. Set standards and foster a culture of exceptional client service across operational teams servicing assigned clients. Establish local governance and feedback processes to ensure transparency around client needs and issues. Be a client advocate within the business and the accountable owner of complex cross-functional service issues. Lead client service reviews and Due Diligence Visits; attend Board Meetings with respect to operational performance. Solicit client feedback on sentiment and drivers behind amber/red returns. Identify a clear path, owner and target date for return to green. Own client service review meetings, ensure quality metrics and data are presented, share results internally and manage action items to conclusion. Own operational service plans capturing solutions to significant issues and proactive initiatives; discuss with clients periodically. Establish and lead regular calls with clients to review the operational issues log and MIS. Support Sales/Client Executives in pre-RFP information requests and client due diligence sessions. Monitor aged receivables and lead conversations with clients to close out aged billing items. Oversee significant client change initiatives and coordinate client change delivery for non-contractual changes. Ensure clients receive notices and updates on planned changes, including Citi-driven, client-driven and regulatory-driven changes; ensure clients are fully operational and satisfied post go-live. Partner with BAU Operations to champion operational solutions and address manual, bespoke, and inefficient processes to reduce risk and improve service delivery. Based on knowledge of processes and client feedback, raise product gaps to the relevant Product team to ensure a targeted strategy is in place. Qualifications
BS/BA degree in a relevant subject (e.g. Finance, Accounting, Management) or equivalent work experience Experience in a global financial institution with broad end-to-end understanding of Global Custody and other Securities Services products including Direct Custody, Fund Accounting/Administration and Middle Office services Strong customer focus and prior experience in a client-facing role Ability to establish and build trust with clients and senior leaders, demonstrating advisory and influencing skills to evaluate needs and develop solutions Ability to work independently in analytical, interpretive, and problem-solving situations with integrity and judgment Strong analytical and problem-solving skills with the ability to translate needs into solutions Results-oriented self-starter with a continuous improvement mindset and experience Proven ability to lead cost-saving initiatives and manage key operational risks Enthusiastic with strong presentation and interpersonal skills. Job details
Job Family Group:
Private Client Coverage Job Family:
Client Services Time Type:
Full time Primary Location:
Tampa, Florida, United States Primary Location Full Time Salary Range:
$103,920.00 - $155,880.00 In addition to salary, Citi’s offerings may also include discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire. Most Relevant Skills:
Please see the requirements listed above. Other Relevant Skills:
For complementary skills, please see above and/or contact the recruiter. Anticipated Posting Close Date:
Sep 12, 2025 This is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, please review the Citi accessibility information and policies via Citi resources.
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Job purpose: Securities Service is a key business within the Citi Institutional Clients Group. The business covers Custody, Funds Services and Direct Custody products, providing services to institutional clients of global and regional importance to the firm’s franchise. The successful candidate will act as the primary contact for operational service-related escalations and, in conjunction with the Client Executive (CE), will ensure Citi delivers a best-in-class client experience. The role typically assigns a number of clients and is responsible for implementing a governance structure focused on proactive service delivery and client management. It is within the remit of the Account Manager role to advocate for the client within Citi. Key responsibilities
Create collaborative relationships with clients and act as a trusted advisor on service-related matters, proactively managing clients through excellent customer service and alignment with their strategic goals. Lead resolution of escalated operational and service issues, guiding clients to green status and coordinating with Citi’s subject matter experts. Arrange subject matter discussions/reviews as required. Set standards and foster a culture of exceptional client service across operational teams servicing assigned clients. Establish local governance and feedback processes to ensure transparency around client needs and issues. Be a client advocate within the business and the accountable owner of complex cross-functional service issues. Lead client service reviews and Due Diligence Visits; attend Board Meetings with respect to operational performance. Solicit client feedback on sentiment and drivers behind amber/red returns. Identify a clear path, owner and target date for return to green. Own client service review meetings, ensure quality metrics and data are presented, share results internally and manage action items to conclusion. Own operational service plans capturing solutions to significant issues and proactive initiatives; discuss with clients periodically. Establish and lead regular calls with clients to review the operational issues log and MIS. Support Sales/Client Executives in pre-RFP information requests and client due diligence sessions. Monitor aged receivables and lead conversations with clients to close out aged billing items. Oversee significant client change initiatives and coordinate client change delivery for non-contractual changes. Ensure clients receive notices and updates on planned changes, including Citi-driven, client-driven and regulatory-driven changes; ensure clients are fully operational and satisfied post go-live. Partner with BAU Operations to champion operational solutions and address manual, bespoke, and inefficient processes to reduce risk and improve service delivery. Based on knowledge of processes and client feedback, raise product gaps to the relevant Product team to ensure a targeted strategy is in place. Qualifications
BS/BA degree in a relevant subject (e.g. Finance, Accounting, Management) or equivalent work experience Experience in a global financial institution with broad end-to-end understanding of Global Custody and other Securities Services products including Direct Custody, Fund Accounting/Administration and Middle Office services Strong customer focus and prior experience in a client-facing role Ability to establish and build trust with clients and senior leaders, demonstrating advisory and influencing skills to evaluate needs and develop solutions Ability to work independently in analytical, interpretive, and problem-solving situations with integrity and judgment Strong analytical and problem-solving skills with the ability to translate needs into solutions Results-oriented self-starter with a continuous improvement mindset and experience Proven ability to lead cost-saving initiatives and manage key operational risks Enthusiastic with strong presentation and interpersonal skills. Job details
Job Family Group:
Private Client Coverage Job Family:
Client Services Time Type:
Full time Primary Location:
Tampa, Florida, United States Primary Location Full Time Salary Range:
$103,920.00 - $155,880.00 In addition to salary, Citi’s offerings may also include discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire. Most Relevant Skills:
Please see the requirements listed above. Other Relevant Skills:
For complementary skills, please see above and/or contact the recruiter. Anticipated Posting Close Date:
Sep 12, 2025 This is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, please review the Citi accessibility information and policies via Citi resources.
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