Head of Client Executives, Investor Services - C16

** Title*
* Head of Client Executives, Investor Services

** Location*
* New York City

** Reporting line*
* Matthew Bax, Managing Director, Head of Sales and Service, Investor Services

** Citi*
* Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi's Mission and Value Proposition explains what we do, and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain both our clients' and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve.

Our Leadership Standards is a common set of skills and expected behaviours that illustrate how our employees should work every day to be successful, strengthening our ability to execute against our strategic priorities.

** Citi - Services - Investor Services*
* Services sits at the core of Citi's global network, with an industry footprint spanning 95 countries, including our sub-custody network in 63 of them. We serve approximately 19,000 clients which include large corporations, banks and broker dealers, commercial bank mid-market companies and investment managers

As part of Citi's Services organisation, Investor Services is a global business that provides Custody, Fund Services, and Agency Lending to global institutional investors such as asset managers, SWFs, Central Banks, Insurance, Banks and other Financial Intermediaries. Investor Services is a top 4 provider globally and operates the largest network with a presence in 60+ countries and when combined with Services.

** Position summary and key responsibilities*
* The Head of Client Executives will lead a large global team across all products and segments within Investor Services responsible for delivering our mission of a best in industry, consistent end to end experience to our clients globally through uncompromised proactive service built on exceptional operational delivery.  This role and function will manage client relationships across all segments and geographies working with our Global Solutions Sales teams and our Operational and Technology colleagues to grow and maintain the franchise.

This function engages with all levels of our clients, is responsible for the delivery of our services and owns continuous improvement efforts focused on efficiency and forward-looking ways to improve the experience.  This team will foster and drive deep client engagement and ensure an effective two-way relationship between Citi and its clients which includes owning key internal and external initiatives that are focused on financial improvement, risk reduction, operating model improvements, market driven changes and other projects that impact our clients.

This position offers an opportunity to partner with a wide variety of functions across Services and the wider bank to solve some of the most critical issues facing our clients and the firm today and as such is vital in leading the strategic progress of the Investor Services.  This leader will be held accountable to defining the go forward operating model, driving results, defining priorities and strategy, engaging through effective and clear communication, and leading and developing a best-in-class global team.

** Job description and requirements*
* ** _Organizational design and management_*
* + Define, implement and manage a global client delivery operating model that provides our clients with a marketing leading client experience leading to growth.  This should be aligned to our overall Services client engagement strategy and our operational capabilities and design

+ Foster a strong risk & control environment including robust end to end client governance framework

+ Responsible for ensuring key target metrics are achieved i.e. VoC and client satisfaction

+ Build out the strategic platforms use to manage the client experience and ensure a look across Services and other areas of the Bank for reuse and improvement

+ Collaborate with cross-functional teams to align client needs with internal initiatives and product offerings

+ Monitor market trends, regulatory developments and competitive dynamics to adjust strategies and maintain market leadership

** _Client relationship_*
* + Cultivate and deepen relationships with key clients, participating directly in high-impact meetings from deal origination to strategic relationship reviews

+ Champion client-focused initiatives that enhance…