Vice President Client Services

About Citco

Citco is a global leader in fund services, corporate governance and related asset services with staff across 80 offices worldwide. With more than $1 trillion in assets under administration, we deliver end-to-end solutions and exceptional service to meet our clients’ needs.

For more information about Citco, please visitwww.citco.com

Position Overview

• This role is responsible for overseeing assigned assistant vice presidents and their respective clusters, as well as ensuring that corporate secretarial and administration services provided within the CFS Mauritius client portfolio is in line with standards and rules set out in internal/external working procedures & policies, client MSAs and SLAs;

• Ensures that the clients within the assigned CFS Mauritius portfolio are satisfied with timelines and quality of the deliverables, as well as teams under supervision operate effectively and efficiently, and that they are properly guided and motivated; and

• Takes care of executing the company’s strategy and meeting the objectives of the company while ensuring that the policies and guidelines laid down by the company are fully understood and are properly and effectively implemented. 

Responsibilities:

Client Service

• To centralize control of client service delivery, continuous development of the working model; to proactively and reactively build assigned team infrastructure/skills;

• To focus on client service level and satisfaction (in accordance to agreed SLAs/KPIs and general service level standards within the industry);

• To duly understand client business needs, provide corporate secretarial and administration services and to strive to build positive, long-term client and client-related party relationships;

• To take ownership of issues escalated by the direct assistant vice presidents, assigned teams, client or other stakeholder within the assigned portfolio/teams and to coordinate/lead resolution of such;

• To advocate continuous improvement to achieve operational excellence;

• to regularly investigate processes, generate different and innovative solutions that address workflows and meaningful work issues, problems and opportunities;

• To liaise with clients and teams regarding various client service level requirements and deadlines, ensuring delivery in an accurate and timely manner;

• To monitor client profitability results and invoicing process, control if all services are properly charged to the client and escalate accordingly, contribute to fees renegotiation, if applicable;

• To ensure that all client related documentation is complete, accurate, up-to-date and compliant with legislation of the jurisdiction where client entity is registered as well as that client account is fully and properly set-up internally for each client entity in the assigned portfolio;

• To maintain meaningful relationships with internal and external stakeholders locally and globally to ensure quality and timeliness of own deliverables and efficient cooperation;

• To monitor and ensure that the assigned teams/assistant vice presidents follow relevant internal Citco policies and workflows; and

• To support and ensure timeliness and effectiveness service or client migration processes (on-boarding/off-boarding as well as internal/external migrations) of the assigned portfolio.

Projects & Development

• To meaningfully participate in and/or lead as well as initiate client or team infrastructure building related projects in connection with the continuing expansion and evolution of the business and team motivation;

• To identify efficiency and quality gain opportunities within assigned teams and client portfolio; to raise these opportunities to upper management and coordinate implementation of such (if approved/resources made available for implementation);

• To meaningfully contribute to business development and participate in development of service model for existing and prospective clients; and

• to advocate continuous improvement to achieve operational excellence and support office wide efficiency initiatives.

Team Management & Communication

• To clearly, timely and succinctly convey information, business decisions and ideas to internal stakeholders, assigned assistant vice presidents and teams; to manage their expectations and timely escalate any issues in relation to this to the management;

• To provide effective, timely and comprehensive guidance to the assigned assistant vice presidents and teams in relation to service delivery requirements, projects and other key events related to the assigned portfolio or impacting the assigned portfolio;

• To resolve complaints and inquiries escalated by the assigned assistant vice presidents and teams;

• To develop and motivate assigned assistant vice presidents and teams; identify their development needs and follow up on their progress regularly;

• To plan and allocate teams’ resources in line with business demands; to timely escalate additional resource needs, reactively participate in re-allocating work during business as usual or peak periods or looking for other solutions to increased workload;

• To participate in the recruitment and staff selection process;

• To lead, coach, develop and appraise assigned assistant vice presidents and teams; to develop, adhere and maintain other targets concerning staffing: production, overtime budgeting and productivity;

• To keep management aware of important issues and escalate potential challenges & obstacles; and

• To actively foster an interactive and collaborative team environment with own and other teams in local and virtual team settings to facilitate the accomplishment of business goals.

Education, Qualifications & Experience

• Bachelor’s degree in business related area;

• Minimum of 6 years of experience in the financial services industry in Mauritius or business related area;

• Proven track records of successful client relationship management and partnering with large to medium institutional clients;

• Proven track record in successfully managing / leading teams and/or projects;

• Have working knowledge of key MS Office programs; and

• Fluent in English.

Key Competencies Required

• Excellent organizational, problem solving and communication skills;

• Strong sense of duty and responsibility;

• Service-minded attitude;

• Ability to deal with competing pressures;

• Excellent leadership skills;

• Strong conflict management skills;

• Self-motivated, innovative and analytical;

• Strong attention to detail and accuracy;

• Flexibility, professionalism and diligence; 

• Ability to set and follow priorities, to react to changed circumstances and re-plan;

• Reactive attitude and willingness to put forth suggestions for constructive improvements.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.