CitiService Director CitiService Investor

**About Investor Services** Citi's Investor Services provides a comprehensive suite of services across over 100 markets globally, supporting significant product and client growth in local and global products including Custody, Funds & Execution Services. We are a critical partner for our clients, ensuring efficient and scalable operational services. **Role Overview** We are seeking a C15 director within CitiService to own Citi’s most strategic and complex global Investor Services client relationships from an Operational perspective. This role serves as the Operations relationship lead and trusted advocate for our clients across the Investor Services product suite, including Fund Accounting, Middle Office, Transfer Agency, Trade Settlements, Asset Servicing, Cash/FX, Tax Operations, and Lending. The role includes influencing clients’ operating strategies while shaping Citi’s service model and product roadmap in parallel to ensuring an exceptional level of service on a daily basis. **Key Responsibilities** - Demonstrates and applies deep expertise across the full suite of Investor Services products and capabilities, including Fund Accounting, Middle Office, Transfer Agency, Trade Settlements, Asset Servicing, Cash/FX, Tax Operations, and Lending. - Serve as the Operations lead for Citi’s most important global Investor Services clients, demonstrating a high level of proactive Operational Service and anticipating evolving client needs. Partners closely with all Citi colleagues on delivering for the client and acts as an extension of the client within Citi. - Leads client escalation management, including navigating the firm to resolve complex issues, presentation of clear, cohesive updates to senior leadership and managing appropriately with clients. - Provides in-depth and sophisticated analysis with interpretive thinking to define root-cause of queries, pre-empt client needs and develop innovative solutions to eliminate them at source, leveraging data. - Builds a strong relationship with Actively engage in client meetings and partnership calls—including Service Reviews, Issue Management discussions, and DDQ responses—ensuring clear communication and effective follow‑through. - Champion Citi’s Leadership Standards within the organization, cultivating a high‑performance culture focused on accountability, collaboration, and service excellence. - Ensures alignment between Service Delivery and Client Implementation during change events, coordinating CitiService activities across BAU and project environments. Oversees operational readiness, transition planning, and early‑life support to ensure a smooth client experience pre‑ and post‑migration. - In this rapidly evolving technological landscape, a key aspect of this role will be the proactive integration and utilization of AI tools and methodologies to optimize workflows, drive efficiency, and foster innovation within your day-to-day responsibilities. **What we are looking for:** - 15+ years of relevant industry experience, within Investor Services or a comparable client‑focused environment, with extensive experience managing client relationships at a senior level. - Demonstrated success operating in large, matrixed organizations, with a proven ability to take ownership, exercise sound judgment and influence. - Exceptional communication, presentation, and facilitation skills, with the ability to confidently lead senior client engagements and high‑level internal forums. - Strong analytical ability, capable of synthesizing diverse information, connecting themes, and developing structured solutions to complex challenges. - Demonstrated adaptability, with the ability to operate effectively in emerging or evolving business areas where processes, structures, or operating models may still be developing. ------------------------------------------------------ ## **Job Family Group:** Customer Service ------------------------------------------------------ ## **Job Family:** Institutional Client…