CitiService Manager

CitiService Manager

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

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 an experienced and client-focused leader to join the CitiService team supporting Investor Services Operations. This individual will be a part of the leadership team driving the strategic direction of CitiService teams across North America, as well as directly managing senior client relationships within the region. The successful candidate will be adept at managing through and influencing change, as CitiService is an evolving team focused on facilitating efficient, scalable operational services across all products within Investor Services. This role requires a strong ability to drive and influence change, advocate for client needs, and contribute to the future strategy of the area within the region, but thinking globally.

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.
• Manages senior‑level institutional client relationships, acting as a strategic internal advocate and ensuring seamless, high‑quality service delivery throughout the client lifecycle.
• Oversees end‑to‑end service delivery, ensuring post‑sale and post‑implementation support meets agreed standards, adapts to evolving requirements, and includes effective escalation management and leadership reporting.
• Drives continuous improvement through regular review of processes, workflows, and controls, enhancing operational efficiency, service quality, and risk management.
• Owns client scorecards, KPIs, and feedback mechanisms, performing root‑cause analysis, anticipating client needs, and developing innovative solutions to prevent repeat issues.
• Represents Service Delivery in all client touchpoints—Service Reviews, Issue Management, partnership calls, and DDQs—ensuring clear communication and consistent follow‑through.
• Champions Citi Leadership Standards by developing team capabilities, ensuring cross‑coverage, fostering a proactive service culture, and strengthening collaboration with front office and operations partners.
• Ensures alignment between Service Delivery and Client Implementation across change events, leading operational readiness, transitions, and early‑life support, while maintaining full accountability for results, compliance, ethical judgment, and the effective use of AI tools to drive productivity and innovation.

What We Are Looking For:

• 10+ years of industry experience, including 7+ years in leadership roles within Investor Services or similarly client‑focused environments.

• Extensive experience managing major institutional client relationships with strong awareness of regional service expectations.

• Proven ability to lead large, matrixed teams, demonstrating ownership, sound judgment, and the capability to motivate both direct reports and cross‑functional partners.

• Strong track record in driving transformational change using data‑driven insights, collaboration, and execution of complex, large‑scale initiatives.

• Exceptional communication, presentation, and facilitation skills, with experience leading senior client engagements and high‑level internal forums such as Steering Committees.

• Advanced analytical skills, able to synthesize diverse information, identify themes, and create structured solutions for complex issues.

• Effective leadership and partnership‑building capabilities, with demonstrated success fostering strong relationships across global and regional teams.

• High adaptability in evolving or emerging business areas, supported by deep financial‑services knowledge and regulatory understanding