Citi Client Service Manager in Warsaw, Poland

  • Primary Location: Poland,Mazowieckie,Warsaw

  • Education: Bachelor's Degree

  • Job Function: Institutional Client Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 17046106


Looking for exciting opportunities outside of BAU areas? Ready to work driving client satisfaction and growth? Possessing strong client facing skills and operational experience (preferably Fund Services)?

Interested in a fast paced, prestigious, client focused role with opportunity for career growth, driven to deliver best in class service and proactively driving efficiency opportunities then this is the role for you.

As part of the Global Integrated Client Service Model initiative linked to Citi top objectives; we are looking for a high-profile, motivated and experienced candidate to lead Fund Service Management in Warsaw for key strategic clients and deliver integrated value add platinum service.

Job Purpose:

The Fund Services Manager (FSM) will have direct client responsibility for platinum profile clients. The FSM will be responsible for the end to end service delivery to the client across Middle Office, Fund Accounting and Transfer Agency.

The individual will have a proven record of client service excellence and operational focus and will provide an integrated, value-added platinum service to our clients.

The individual will be a key point of representation of the client within the organisation, and therefore will need to fully understand the client profile, business priorities and have a strong focus on adding value. Equally important is the ability to identify and delivery capacity via joint efficiency initiatives with the client, helping the business to grow.

The success of the individual and the role will ultimately be measured against our client satisfaction scores for the Funds clients and the improvements in Client / Citi efficiency in line with agreed targets

Job Background/context:

Investor Services is a leading provider of securities and fund services to financial institutions, corporate and public sector clients around the world. As our standard offering becomes more global and multi-functional, and in an effort to provide a fully integrated service and enhance our clients experience, there is a requirement to provide our clients with a single point of contact to represent them across all Fund operations.

The appointee will have a strong and detailed understanding of Fund Services Operations and act as the Client Advocate within Global Fund Services. They will work with internal parties and participate in Client Service Reviews, Due-diligence visits as well as oversee significant client initiatives.

Key Responsibilities:

Client Focus:

  • Build long-term collaborative relationships with key Investor Services clients and act as trusted advisor on operational matters

  • Establish appropriate local governance and feedback processes to ensure full transparency around client needs and issues

  • Proactively manage our clients through the provision of excellent customer service taking action to anticipate client needs where appropriate

  • Take ownership of complex cross function service issues as it relates to Funds Operations

  • Be a client advocate within Operations

  • Lead client service reviews and Due Diligence Visits, attend Board Meetings with respect to operational performance

  • Focus on improving and maintaining high client satisfaction scores

  • Contribute to a culture of exceptional client service across the Global FSM team and wider Funds Operations

Operational Efficiency and Process Focus:

  • Utilise Client and Process knowledge to champion innovation and challenge manual / bespoke / inefficient processes to drive the SSO strategy of scalability with a view to ultimately reducing operational risk and increasing the efficiency of the Clients Operations processes

  • Implementation of appropriate metrics that monitor performance against target and holds the client team accountable for achieving them

  • Monitor key client deliverables and initiatives and achievement of SLAs, proactively identify issues and challenges and manage these with the internal stakeholders

  • Assist with the oversight of significant client initiatives from an operational perspective and co-ordinate client changes for non-contractual change clients

  • Implement required policies and controls within the department

  • Preparation and periodic review of core Client Documentation e.g. SLAs, Ops Memos

  • Keep abreast of Regulatory and Industry changes and how these may impact our clients

  • Work closely with internal partners (Product, Client Executive, Sales) to provide a ‘one-team’ service to our clients

  • Review and approval monthly invoicing for Funds Operations


  • Support and lead internal virtual team meetings creating a consistent client focused culture and efficiency mind-set across Citi teams

  • Instill a client centric culture within the FSM team and across the wider Client Services team in the core operation, through the meeting of agreed client needs, transparency and delivery of the service offering to the agreed service level agreements

  • Create environment where people hold themselves and others to the highest ethical standards

Development Value:

The appointee to this role will have the opportunity to deliver ‘best in class’ service that gives us a competitive advantage in the industry. The individual will be client focused, working with the operations teams and clients to ensure their end-to-end Fund Services needs are understood and being met.



  • Minimum 10 years’ working experience in financial services with at least 5 years in Funds Services Operations.

  • Prior client management experience essential

  • Proven track record and knowledge of Funds Services processes across Fund Accounting, Middle Office & Transfer Agency


  • Excellent customer interaction skills

  • Excellent communications skills; written, verbal and presentations

  • Pragmatism combined with a can-do attitude is a pre-requisite

  • Highly organized, efficient and methodical

  • Enthusiastic, driven and results focused

  • Strong interpersonal skills are a must


  • 3rd Level Degree, preferably in a business discipline


  • Managing high performing teams delivering exceptional results

  • Strong customer focus with an ability to evaluate needs and develop solutions

  • Must be strong self motivator with ability to work off own initiative

  • Detail oriented

  • Proven ability to assist with the introduction of complex change in a challenging environment

  • Strong awareness & management of key operational risks