. Need to communicate and serve the Middle Office Clients and assist them on issue escalation and manage their expectation.
Need to understand the Securities Services Operations, especially Middle Office Operation (e.g. Transaction Matching and Settlement, Corporate Action Operations etc), market practice, process and requirement
Need to have good communication and interpersonal skills in order to manage the external and internal stakeholders.
Review and sign off daily deliverables
Development of strong client relationships, resolving client queries timely and accurately
Proactively manage SLAs / KPIs (escalating any issues internally / externally as required)
Championing a culture of collaboration with cross functional teams to ensure successful delivery of client requirements
Owning and taking responsibility for complex issues and resolution to closure
Act as technical and knowledge resource to the team/business unit
Participate in the development, testing and implementation of new systems and products
Lead projects to optimize operational efficiency and improve quality
Assist with planning and management of all relevant project work
Set and maintain standards of personal and professional performance / behavior; ensuring accountability and adherence to company policies and procedures
Coaching and supporting other team members
Perform various processing functions in related to Middle Office services including monitor non-stp transaction
Ensure timely and accurate delivery of transaction processing for custody and accounting to fulfill internal and external obligations
Provide prompt and professional advice to regional branches to ensure smooth operations and service delivery
Participate in system and client testing to implement global strategy and fulfill business needs
Work with Front Office in evaluating clients’ needs and proposing solutions to implement new business deals
Work with Customer Service Officer to investigate customer queries and issues ensuring customer satisfaction
Initiate and streamline process relating to controls, productivity and regional service enhancements
Identify and resolve business/technical issues together with ASPAC branches and system support group
Monitor, track and evaluate transaction volume to provide monthly STP analysis and MIS reporting
Monitor errors, complaints and near misses. Record as appropriate in the Incident Report or Operation Risk Event portal
Ensure documentation exists for any client-specific procedures and complete timely reviews per policy
Ensuring 100% adherence to SOC1, funds’ offer documentation, procedures, policies and guidelines
Ensure all operational controls are observed by the team and where opportunity exist, improve to reduce overall risk exposure
Job Family Group:
Operations – Transaction Services
Securities and Derivatives Processing
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