Citi Fund Accounting Senior Manager in Singapore, Singapore
Primary Location: Singapore,Singapore,Singapore
Education: Bachelor's Degree
Job Function: Operations
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 17047340
Serve as a primary point of contact for assigned clients on Fund Accounting enquiries, complaints and any other service issues.
Champion superior client satisfaction by acting as an advocate for clients and ensuring that queries are tracked, satisfactorily resolved in a timely and accurate manner against agreed service standards and in line with client satisfaction criteria.
Design and implement quantitative and qualitative metrics to demonstrate improvement in client incident/issues management coupled with regular reporting on client issues and complaints at predetermined intervals.
Identify and anticipate client challenges and issues proactively and work with internal stakeholders on client solutions with no or minimal escalation.
Monitor key client deliverables and initiatives while identifying opportunities to improve the overall service experience.
Lead incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is complete and preventative measures are appropriate and effectively implemented.
Partner with internal stakeholders to effectively manage client change requests within a controlled framework to ensure requirements are met and within reasonable timeframes.
Champion innovation and challenge manual and inefficient processes to drive scalability and reduce operational risk.
Assist with Funds STP Projects, new client implementations and migrations by leveraging on a solid understanding of Citi’s internal processes and an ability to deliver added value on complex issues.
Skills and Competencies:
Minimum eight years in fund services industry
Proven ability to lead the introduction of complex change in a challenging environment.
Proven ability to meet new challenges, assimilate new information and to influence people through maturity of approach.
Proven ability to manage and lead large teams both in-location and remotely.
Experience of coaching and developing others.
Team player - able to articulate one's own position clearly, based on fact, but sensitive to the positions, needs and requirements of others.
Driven, resilient and tenacious, able to apply the learning from set-backs or challenges to good effect.
Valuing diversity: demonstrate an appreciation of a diverse workforce. Appreciate differences in style or perspective and use differences to add value to decisions or actions and organisational success.
Strong leadership skills particularly in dealing with internal stakeholders, vendors, service providers and our clients across geographic boundaries.