Open Collateral Client Services Manager (VP)

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Open Collateral Client Services Manager (VP)-17081483

Job Purpose:

The Collateral Client Service Manager (CSM) is a senior operations role which leads the client service for the Open Collateral team. 

The individual will have a proven record of client service excellence and operational focus and will provide best in class service to Open Collateral clients primarily in EMEA.

The role also has responsibility for driving joint efficiency initiatives to ensure optimal operating models. 

The success of the individual and the role will ultimately be measured against our client satisfaction scores and the improvements in Client / Citi efficiency in line with agreed targets.

The role reports directly to Global Head of Open Collateral Operations (who is based in Dublin) and will be supporting him/her in achieving Open Collateral objectives, predominantly in relation to servicing our EMEA clients.



Job Background/context:

EMEA Open Collateral Operations supports the client for Open Collateral Business in EMEA region, and is part of the overall Futures, Clearing and Collateral business.

The EMEA Operations team was established in 2011 and has experienced significant growth in the past 2 years.

This service is offered to investors in OTC derivatives to manage all collateral relationships with ISDA counterparties, clearing brokers and prime brokers. It is normal for any exposure resulting from a mark to market on an OTC derivatives trade to be ‘neutralised’ using a margin movement. The margin is agreed within the legal document relating to derivatives (ISDA CSA) and is normally in the form of collateral consisting of either cash or high grade securities.
The appointee will work with various internal parties and participate in Client Service Reviews, Due-diligence visits as well as oversee significant client initiatives.
 The successful candidate will drive client excellence through a proactive mind-set and elevate the Service Function to that of a proactive service orientated function, with global consistency which utilises best in class metrics to drive client satisfaction and excellence. 



Key Responsibilities:


Client Focus:

•Develop and lead the Client Service Strategy for Open Collateral which drives enhanced service delivery and influences efficient client behavior as measured via service and efficiency metrics.
•Set the standards and in still a culture of exceptional client service across the Operations teams and wider FCC BAU teams supporting the client
•Establish appropriate local governance and feedback processes to ensure full transparency around client needs and issues
•Create collaborative relationships with the client(s) and act as trusted advisor on operational matters and proactively manage clients through the provision of excellent customer service and understanding their strategic goals and needs
•Be a client advocate within Operations and the accountable owner of complex cross function service issues
•Lead client service reviews and Due Diligence Visits, attend Board Meetings with respect to operational performance
•Be accountable for improving and maintaining high client satisfaction scores (VOE, Temp Check, Ad Hoc)
•Work with the relevant teams to proactively identify and manage client and operational risk through participation in client specific operational risk reviews
•Supporting the product team in responding to specific queries from prospective clients and in providing specialist input to RFPs


Operational Efficiency and Process Focus:

•Utilize Client and Process knowledge to champion innovation and challenge manual / bespoke / inefficient processes to drive the SSO strategy of scalability with a view to ultimately reducing operational risk and increasing the efficiency of the Clients Operations processes
•Agree stretching targets for the local teams in performance against the operational efficiency goals
•Implementation of appropriate metrics that monitor performance against target and holds team accountable for achieving them
•Monitor key client deliverables and initiatives and achievement of SLAs, proactively identify issues and challenges and manage these with the internal stakeholders
•Assist with the oversight of significant client initiatives from an operational perspective and co-ordinate client changes
•Implement required policies and controls within the department
•Preparation and periodic review of core Client Documentation e.g. SLAs, Ops Memos
•Keep abreast of Regulatory and Industry changes and how these may impact our clients
•Consistently improve/develop processes and procedures for the function
•Work closely with internal partners (e.g. Product, Client Executive, Sales) to provide a ‘one-team’ service to our clients
•Review and approval monthly invoicing for collateral clients
•Conduct targeted reviews where necessary to assess issues, risks\concerns and develop solutions and oversee implementations of enhancements
•Working with the Operations team to continuously increase operationally efficiency, automation and risk reduction



•Drive a client centric culture across the client virtual team through the meeting of agreed client needs, transparency and delivery of the service offering to the agreed service level agreements
•Create environment where people hold themselves and others to the highest ethical standards



Development Value:


•The appointee to this role will have the opportunity to deliver ‘best in class’ service that gives us a competitive advantage in the industry.  The individual will be client focused, working with the operations teams and clients to ensure their end-to-end collateral management needs are understood and being met.
•Develop an in depth knowledge of the collateral product while being part of a wider Futures, Clearing and Collateral function and Securities Services team.
•Potential growth to work more closely with collateral clients globally




•Prior client management experience essential
•Extensive years of working experience in financial services and candidate should have experience (ideally minimum 6 years) in dealing with Clients, Client representatives and external parties.
•Previous experience within the Securities Lending \Collateral Management business is a distinct advantage including experience of current trends and practices in collateral management
•Previous experience of rapid business expansion would be an advantage.
•Displays a well-developed ability to schedule work and understand relative priorities.
•Experience of managing multiple tasks, with variable stakeholders and deadlines
•The capacity to organise and prioritise workload within a complex environment with competing and subtle resource demands




•Excellent customer interaction skills
•Excellent communications skills; written, verbal and presentations
•Pragmatism combined with a can-do attitude is a pre-requisite
•Highly organized, efficient and methodical
•Enthusiastic, driven and results focused
•Strong interpersonal skills are a must
•Good Microsoft skills including Excel, Word and Outlook
•Good numeric skills
•Demonstrates sound judgement and professionalism in decision making/problem solving, escalating to management as appropriate
•Confident and concise verbal communications skills, including the ability to influence and negotiate
•Outstanding attention to detail
•Strategic and goal-oriented focus
•Unwavering commitment to co-operative and collaborative working





•3rd Level Degree, preferably in a business discipline





•Managing high performing teams delivering exceptional results
•Strong customer focus with an ability to evaluate needs and develop solutions
•Must be strong self motivator with ability to work off own initiative
•Detail oriented
•Proven ability to assist with the introduction of complex change in a challenging environment
•Strong awareness & management of key operational risks
•Good problem solving, and ability to think clearly and concisely in challenging situations
•Planning and Organising
•Relationship Building



Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.


Valuing Diversity:

Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.


Citi is an Equal Opportunities Employer


6 January 2018
Location: Ireland Dublin
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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