Client Manager Hybrid

Job Purpose:

A solutions-driven role to help resolve on-boarding, documentation, regulatory, or other infrastructure issues preventing our key customers from either growing or enhancing business with the Markets division in North America.

Job Background/context:

This role reports into Markets Operations, specifically this role will reside within Client Facilitation.  This role will be integral in support of the following initiatives: 

• Ensure coordination of Credit, Legal and Operational efforts related to new and existing business integral to the franchise
• Assist in maintenance of, and the design of new processes/protocols to ensure efficient processing and escalation of client request or issues with a focus on risk related issues
• Provide a point of escalation, debate or discussion for our key customers with respect to these issues

This is a unique and challenging role that provides exposure to clients, to various product and control groups as well as visibility from senior business leaders, with a focus on enhancing the client experience

Key Responsibilities:

The primary function is to improve the service and experience offered to our Platinum and Priority customers across the region, ensuring the client receives a service that is seamless and structured to ensure efficiency. As stated this is a client solutions based role facilitating the management of the various documentation processes, Credit approvals and operational troubleshooting as necessary. As such the candidate will:

• Act as point of escalation and interface for risk related issues across Markets clients

• Become the interface and/or relationship (point of contact) for our key customers with respect to the pre-execution on-boarding process
• Develop and implement client driven solutions to enhance the client experience through the trade lifecycle
• Co-ordinate and ensure completion of various client requests including ISDA’s and other agreements i.e. GMRA’s etc.
• Act as a point of escalation/resolution for other client impacting events such as risk, regulatory or legislative change
• Coordinate the setup and completion of other bespoke agreements or arrangements to help drive the customer franchise
• Manage an efficient new approval and escalation process for non-standard documentation requests from clients (work with the trading desk / XVA on certain trade approvals)
• Address ad-hoc requests from institutional accounts
• Create metrics for use in client tracking and improved transparency
• Work with management and others on the team globally to ensure that the strategic goals are met
• Help manage sensitive issues both internally and externally in a client friendly manner, managing expectations throughout
• Overall drive change and efficiency to ensure the customer experience is both nimble and painless

Development Value:

• Role offers the opportunity to work closely with the Sales & Trading desks, building technical product knowledge & understanding of end-to-end infrastructure. 
• Broad exposure across the Citi client network both internal and external to Markets
• A client facing role that will provide exposure to the firm’s key customers both from a business, infrastructure and regulatory perspective
• Also offers exposure to Trading/Sales, Risk Management, Legal, Compliance and Operation’s departments in understanding the implications of derivative transactions in a fast-changing marketplace. 

Knowledge/Experience & Qualifications:

• Ideal candidate will have 4+ years experience in financial services and a risk based background.
• Solid Powerpoint and presentation / deck creations skills
• Good exposure or previous experience in a client development, marketing, relationship, risk or similar role
• Broad range of Markets products such as Fixed Income, Equity, FX and Commodity Products, specifically but not limited to derivatives and financing transactions
• Knowledge of trade flows, infrastructure and documentation
• Counterparty Credit Risk experience preferred
• Documentation experience advantageous
• Good operational control, change management & customer interaction experience would also be a benefit
• Education: Degree preferred (Legal advantageous)

Skills & Competencies

• Ability to quickly learn in-house trading and related systems
• Superior verbal and written communication skills
• Exceptional process and conflict management ability 
• Highly motivated, self-starter who can work on own initiative
• Ability to prioritise multiple tasks based on materiality
• Fast thinker/quick learner, possess the ability