Head of Cash & FX Management, Securities Services Operations, Taiwan

Shape your Career with Citi

Citi’s Securities Services (SS) supports our clients’ business by drawing on the strength of our unmatched global footprint, which provides them with access to local expertise and scalable solutions to support their ambitions. We’re currently looking for a high caliber professional to join our team as Head of Cash & FX Management, Securities Services Operations, Taiwan - Hybrid (Internal Job Title: Customer Service Sr Manager - C13) based in Taipei, Taiwan. 

Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  

For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

• We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

• We empower our employees to manage their financial well-being and help them plan for the future.

• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

• We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

• We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients.

In this role, you’re expected to:

• Manage one or more teams in servicing and/or sales as well as complex and variable issues with significant impact over department(s) Evaluates team’s performance, make recommendations for pay increases, hiring, terminations and other personnel actions and maintain appropriate staffing requirements to meet operational needs, manage team to meet goals within the budget

• Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost/benefits, make recommendations, develop and oversee implementation plans

• Demonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge

• Provides evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolution

• Negotiate solutions and acts as a liaison with internal and external customers, as necessary

• Responsible for delivery of end results, shared responsibility for budget management and accountable for resource planning

• Ensure essential procedures are followed, contribute to defining standards

• Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectations

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

As a successful candidate, you’d ideally have the following skills and exposure:

• at least 10 years of relevant experience

• Experience interacting with large corporate and government clients

• Senior management experience

• Consistently demonstrate clear and concise written and verbal communication in English and Mandarin

• Bachelor's degree/University degree or equivalent experience

• Master's degree preferred