The key responsibilities of this role are to:
Relationship Management
- Develop and maintain strong relationships as the main technology point of contact for our largest clients.
- Jointly work with clients to develop and maintain technology support models which are customized to exceed the expectations of the clients.
- Apply Information Technology Infrastructure Library (ITIL), Lean and Six Sigma tools such as Value Stream Mapping (VSM) to improve client processes by reducing response time and by improving quality of response.
- Work with cross-functional teams to map current state processes, determine process improvements, install future state process and implement monitoring and control system.
- 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.
- Provide technical expertise and thought leadership to clients by learning about and delivering presentations on Citi’s investments in emerging technologies.
- Create and promote the use of standardized processes across regions.
- Answer due diligence questionnaires presented by clients specifically questions related to technology.
Change Management
- Understand and communicate client’s expectations regarding Citi’s products and services.
- Actively manage client changes through the full program lifecycle and keeping the client appraised of progress. Communication and coordination between technical teams and other stakeholders throughout the change process is key.
- Collaborate with strategic partners across the software development organizations.
- Partner with clients for joint user acceptance testing (JUAT), client acceptance testing and technology pilots to ensure optimal user experience and feedback loop. Serve as the main point of contact for such efforts.
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.
- Conduct Root Cause Analysis and document the findings in a client-friendly manner
- Be able to identify an underlying problem that is driving the issue and work with stakeholders to drive it to closure.
- Promote effective communication and the use of lessons learned.
- Enact service improvement plans where necessary and drive them to success.
- Develop and maintain a CI roadmap which can be used to seek funding during budget cycles.
Basic Qualifications
- Bachelor's degree in Business, Computer Science or in an analytical field.
- Demonstrated experience in technical service delivery with fluency in standard service delivery metrics.
- 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.
- Minimum Information Technology Infrastructure Library (ITIL) Foundation Certified
- Experience in Asset Management industry preferably in Custody.
Preferred Qualifications
- Experience with lean and six sigma tools along with developing flow diagrams, architecture diagrams, use case diagrams, value stream mapping and fish bone diagrams.
- Proven ability to handle multiple streams of intense activity in a fast paced technology environment
- Ability to work with multiple technology stakeholders located globally.
- 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.
- Tenacity – must have demonstrable ability to overcome ambiguity and obstacles.
- Able to absorb new information quickly and understand different business areas and technologies.
- A proven ability to work on your own initiative.
- Demonstrated ability to manage multiple, strategic client relationships in a client facing role.
- Able to successfully multi-task across tactical and strategic initiatives.
- High degree of initiative and autonomy but must be able to function successfully as part of a team (in person and virtual).
- Honed consulting, influence, and negotiation skills to achieve desired outcomes.
- Innovative and creative thinker and problem solver; able to generate new ideas; forward-thinker; thought-leader.
- Able to manage time effectively, prioritize and escalate appropriately.
- Strong attention to detail, follow-through and results oriented.
- 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.
- Be able to travel about ~20% of the time.
