Client Executive (Vice President)

Team/Role Overview

The Client Executive group within Investor Services is responsible for owning, developing, and growing our platinum and priority client relationships. This pivotal role ensures client satisfaction, revenue growth, and profitability by partnering with all stakeholders, including Global Sales, Client Delivery, Product, and the wider Operations and Technology organization.

The Client Executive will act as the primary contact and trusted advisor for assigned clients, fully understanding their strategies to enhance the footprint of Citi products. While the primary focus is on Custody, the role provides comprehensive cross-product coverage (Fund Services, Agency Lending and Collateral) for a variety of institutional clients of global and regional importance. The successful candidate will act as an advocate for the client within Citi, driving best‑in‑class service performance and implementing a strategic governance structure focused on proactive client management.

What you’ll do

Relationship Management

• Build long‑lasting, trusted client relationships, acting as a client advocate within Citi and serving as a senior escalation point.
• Lead and coordinate the negotiation of all legal contracts, commercial terms, and business/risk updates with oversight from Legal and Product.
• Manage and champion client coordination for operational changes, new functionality, and regulatory updates, ensuring clients are fully operational and satisfied post go‑live.
• Provide clients with thought leadership on regulatory, industry, and product solutions, understanding existing and future products to propose recommendations.
• Lead operational due diligence visits, audit schedules, and client workshops, and be responsible for coordinating DDQ responses to meet client deadlines.
• Ultimately responsible for Knowing the Client (KYC) and all associated approvals.

Financial

• Retain existing revenue and generate new revenue through the identification and execution of cross‑sell opportunities.
• Understand the client wallet to drive organic growth and deliver the firm by referring business to firm‑wide partners.
• Accountable for client profitability and efficiency, including negotiating pricing for new products in partnership with the Product organization.
• Monitor aged receivables and lead conversations with clients to resolve aged billing items and credit‑related transactional issues.

Client Satisfaction

• Own and govern the overall client relationship, working with internal teams to ensure quality delivery and adherence to Service Level Agreements.
• Perform regular client reviews and solicit feedback to determine overall satisfaction, and own the operational service plans to address any concerns.
• Drive the continuous enhancement of Citi products and services by raising product gaps to relevant teams based on client feedback.
• Support and lead internal virtual team meetings to create a consistent, client‑focused culture and efficiency‑driven mindset across all Citi teams.

What we’ll need from you

• Significant client relationship management experience in a global financial institution, with a specific focus on Intermediaries Clients (Banks, Global Custodians, Broker Dealers, FMIs).
• In‑depth knowledge of the Custody and Funds industry, particularly Direct Custody & Clearing and Global Custody, with a good understanding of the services provided by Citi.
• Proven track record of cross‑selling and driving business growth.
• Demonstrated ability to manage by influence and handle complex issue resolution with a sense of ownership and urgency.
• Excellent problem‑solving, analytical, and team‑working skills with strong attention to detail.
• Strong interpersonal, presentation, and communication skills (both written and verbal), with the confidence to handle external client meetings.
• A thorough understanding of the current and upcoming regulatory, risk, and control environment impacting the business.
• Ability to work in a dynamic environment, under pressure, and constantly assess and change priorities in line with business and client demands.
• Willingness to maintain a steep learning curve, keeping in tune with business, client, and market developments.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
• Fluency in English and French is essential.
• A degree, preferably in a business‑related discipline.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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