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ICG Markets Regional Client Executive – Agency Securities Lending - AVP/VP


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ICG Markets Regional Client Executive – Agency Securities Lending - AVP/VP

Lead (more than 10 years)


Technical Skills

  • Accountancy
  • Costing
  • Negotiation
  • Sales
  • Securities Lending
  • Surveying

Job Description

ICG Markets Regional Client Executive – Agency Securities Lending - AVP/VP

Location: APAC-HKG-Hong Kong-Hong Kong

Position Objective:

The Client Executive is responsible for delivering superior client satisfaction and enhanced financial results through the proactive management of service and operational issues impacting the target clients.  The primary role of the Client Executive is to coordinate internal resources to ensure that service provided to our clients by Citi Markets and Securities Services is the highest quality and that client satisfaction levels are high. Serve as the clients’ advocate within Citi.  Understand clients’ key business needs and work with internal partners to deliver solutions, adding value for our clients and cross-selling Citi products.

Key Responsibilities:

Builds Client Relationships

  • Build & maintain positive working relationships with assigned clients and fund managers through an active calling program that ensures optimal service
  • Identify and understand client requirements across the agency securities lending product in order to proactively recommend enhancements and improvements to the lending program
  • Utilize early warning process to identify and resolve client service issues before they are escalated to Client at Risk
  • Become an expert on the customer’s operating business
  • Monitor client satisfaction
  • Cross-sell agency securities lending to existing clients

Deliver results

  • Monitor client’s lending program and work closely with traders to drive performance and revenue
  • Regular dialogues with clients to update market colour and opportunities in the market

Drive the service quality process at the client level

  • Perform regular service reviews & develop actions plans to address issues, deliver solutions and improve client satisfaction
  • Perform regular face-to-face client meetings to confirm our commitment to delivering the highest level of client satisfaction
  • Manage the delivery of client service reviews to all platinum and priority clients with the necessary follow-up to maintain a frequent pulse check via touch points on the client’s satisfaction levels with Operations
  • Act as a central point of contact for all key issues impacting client satisfaction
  • Take ownership for client issues and drive resolution through the rest of the service and operational organization
  • Coordinate and ensure client participation in external surveys & incorporate survey results into driving up client satisfaction
  • Track by maintaining Integrated Client Analysis (ICA) and ensure all service issues are addressed with relevant product partners
  • Utilize client metrics and executive reporting to analyze, understand and present operating trends to the client, in a way that creates efficiencies for Citi and the client, reduces cost of repair and exception and positions Citi as a superior provider against the competition

Act as the single point of contact for the client

  • Build virtual service teams that are capable and nimble to respond quickly to the needs of our clients, creating a team sense of collective responsibility and ‘client first’ mentality
  • Develop/ maintain network of contacts within Citi (Product, Sales,Network Management, Credit, Legal, Client Delivery, Operations, Technology, etc) in order to effectively deliver results for clients in a timely manner.
  • Coordinate customer testing (UAT) and post-implementation reviews.
  • Maintain industry knowledge, and inform clients of ongoing market initiatives.  Drive client events, roundtables and other client-visible communication initiatives to ensure enhanced perception and positioning of Citi amongst the target market

Manage the client relationship on a regional level basis

  • Ensure prompt account opening and implementation for new and incremental business
  • Work with Client Sales Manager to ensure new business is correctly reported via Deal Review
  • Ensure new accounts properly linked to parent relationship
  • Co-ordinate completion of MIFT, Appointment Letters, SMDF and SMAF documents to adhere the policies and procedures
  • Coordinate system entitlements e.g. CitiDirect
  • Manage client entitlements to Market and Service Watches
  • Provide input to Client Sales Manager to assist in completion of Account Plans
  • Lead development of Client Service Level Agreement (SLA’s) with assistance of Client Sales Managers & Product partners.
  • Maintain COB client list



  • 10 years experience in the financial services industry
  • 10 years experience in managing client relationships
  • Experience with Securities Lending  and strong back ground on Agency Lending process and product knowledge
  • Proven experience successfully managing multi-million dollar relationships
  • BS/BA/Master degree.


  • Excellent analytical and organization skills
  • Drives and delivers results
  • Uses Sound Judgment
  • Innovates and manages change
  • Manages Risk and Control


  • Excellent written and verbal communication skills
  • Strong influencing skills
  • Effective negotiation and persuasion skills
  • Ability to manage people, client and user expectations
  • Builds partnerships and values diversity


Employment TypeFull-time
Career LevelLead (more than 10 years)
Education LevelBachelor
CitibankFinancial Services, Retail and Commercial Banking

50/F, Champion Tower 3 Garden Road Central, Hong Kong

directions_walk12 mins walk from Admiralty Station