12 days old

Client Technology Relationship Manager (SVP)

Dublin, CA 94568
The Client Integration & Relationship Management (CIRM) function within Securities & Funds Services Technology is seeking an experienced and senior client-facing Technology Relationship Manager.

This role may suit an individual with strong experience in technology service delivery management, client relationship management, change mgmt. and program management. The individual should have significant experience of Securities Services, particularly Custody and Fund Servicing

The key responsibilities of this role are to:

**Service Delivery Management**

+ Act as the main technology point of contact for our largest clients.

+ Work with clients to develop technology support and service delivery models which are built to exceed the expectations of the clients.

+ Develop and demonstrate knowledge of the underlying technology stack and supported/related business area.

+ Establish and monitor client service delivery metrics and report on them monthly to the client and Citi stakeholders.

+ Work with cross-functional teams to map current state processes, determine process improvements, install future state process, and implement monitoring and control system.

+ Apply Information Technology Infrastructure Library (ITIL), Lean and Six Sigma tools such as Value Stream Mapping (VSM) to improve processes by reducing response time and by improving quality of response.

+ Provide technical expertise and thought leadership to clients by learning about and delivering presentations on Citis investments in emerging technologies.

+ Create and promote the use of standardized processes across regions.

**Program Management**

+ Supports planning, directing and coordination of day-to-day activities of running a program or portfolio of programs.

+ Identifies stakeholders and key organizations and build and manage relationships.

+ Works with stakeholders to ensure program scope definition meets business objectives.

+ Drives adherence to program processes, procedures, methods, and standards for program delivery and leverage across the program.

+ Assists program team in negotiating for resources owned by other departments in order ensure the program can be completed.

+ Directs the communication of status, issue, and risk disposition to all stakeholders, including senior management, on a timely basis.

+ Directs the identification of risks which impact program delivery and ensure mitigation strategies are developed and executed when necessary.

**Change Management**

+ Understand and communicate clients expectations regarding Citis products and services.

+ Actively manage client changes through the full lifecycle (including joint testing) and report progress to the clients.

+ Collaborate with strategic partners across the software development organizations.

**Incident Management**

+ Act as a point of escalation for clients experiencing service issues.

+ Ensure that systemic issues are escalated to technology owners for prompt attention.

+ Promote effective communication and the use of lessons learned.

+ Enact service improvement plans where necessary and drive them to success.

**Basic Qualifications**

+ Bachelor's degree in Business, Computer Science or in an analytical field.

+ Demonstrated experience in the Investment Banking or Asset Management industries, preferably in Custody, Fund Services, ETF Servicing, Transfer Agency, FX, Securities Lending or Middle Office areas.

+ Information Technology Infrastructure Library (ITIL) Foundation Certified or demonstrated experience in designing technology service organizations/models.

+ Demonstrated client-facing experience with a concentration on technical relationship management and technical service delivery with fluency in standard service delivery metrics.

+ Must possess highly professional presence. Excellent communication and relationship-building skills. Must possess ability to lead working sessions and senior client presentations, maintaining composure in difficult meetings.

+ Demonstrated experience of leading and participating in continuous improvement initiatives relating to service delivery and problem management.

+ Experience in discussing and presenting complex technical ideas to stakeholders with varying levels of technology background.

+ Ability to host key reviews with clients, managing the agenda and ensure both Citi and the client views are represented.

+ Experience in managing delivery teams/direct reports in region and remote.

**Preferred Qualifications**

+ Proven ability to handle multiple streams of intense activity in a fast-paced technology environment.

+ Be able to critically analyze data and processes to identify issues, root causes and corrective actions.

+ Strong organisational skills - for self and with the ability to get the best from others.

+ A delivery-focussed approach with a high level of attention to detail.

+ Demonstrated ability to manage multiple, strategic client relationships in a client facing role.

+ Familiarity with big data concepts is a plus.

+ Familiarity with cloud concepts such as AWS, Azure, Redshift, EMR, etc. is a plus.

+ Innovative and creative thinker and problem solver; able to generate new ideas; forward-thinker; thought-leader.

+ Strong attention to detail, follow-through and results oriented.

+ Demonstrated ability to manage multiple, strategic client relationships in a client facing role.

+ Honed consulting, influence, and negotiation skills to achieve desired outcomes.

+ Be able to travel about ~20% of the time.


**Job Family Group:**

Project and Program Management


**Job Family:**

Program Management


**Time Type:**

Full time


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.


Posted: 2022-05-13 Expires: 2022-06-12

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Client Technology Relationship Manager (SVP)

Dublin, CA 94568

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