We are seeking an experienced Operations Relationship Manager to own and elevate the end-to-end client service experience for our highest-intensity platinum clients across cash and derivatives within Citi Markets. This role sits at the intersection of Operations, Technology, and Client Service, leading cross-asset communications on market initiatives and regulation, driving remediation of operational issues, and partnering with stakeholders globally to deliver a market-differentiating client experience. You will be the trusted advocate for clients—simplifying complex, cross-regional processes; anticipating needs; and mobilizing the right resources to resolve issues quickly and transparently. Success in this role is measured by client satisfaction, operational performance against both client expectations and regulatory requirements, and the depth of trusted relationships you build.

Key Responsibilities:

• Own the client relationship for a portfolio of platinum clients, serving as their advocate and single point of accountability across geographies, products, and functions.

• Identify, analyze, and prioritize remediation of client operational issues by partnering closely with Operations and Technology leaders.

• Lead relationship reviews with platinum clients—covering operational and regulatory performance across products—and advise on vendor strategies where appropriate.

• Create and coordinate cross-asset client communications on market initiatives and regulatory change; facilitate seminars and industry discussions that add tangible value to the relationship.

• Serve as the escalation point for operational and regulatory reporting issues across cash and derivatives, ensuring timely resolution and transparent communication.

• Monitor performance against client expectations and regulatory requirements; drive continuous improvement, end-to-end process optimization, and root-cause remediation.

• Coordinate multi-product initiatives and ensure seamless, consistent client experience across business lines.

• Translate our client-facing technology capabilities into clear client value propositions, demonstrating measurable competitive advantage versus peers.

• Develop and deliver client service metrics by sourcing data across systems; partner with Technology to build small enhancements to reporting and escalation tools.

• Provide leadership and mentorship to Operations teams in client-facing roles, fostering a culture of accountability, excellence, and proactive service.

• Communicate differentiated operational challenges/opportunities across product offerings and regions; guide service partners to a unified delivery model.

• Drive proactive service management through relationship, scorecard, and billing analysis—grounded in a deep understanding of each client’s business and unique requirements.

• Manage the Client-at-Risk process and lead escalations, ensuring timely, well-governed resolution.

• Partner with sector/vertical and business teams to align service experience with broader business strategies.

• Demonstrate sound risk judgment in all decisions; uphold compliance with laws, rules, and policies, and ensure transparent management and reporting of control issues.

Qualifications:

• 8–12+ years in Markets Operations, Client Service, or related roles within financial services, with cross-asset exposure (cash & derivatives).

• 5+ years experience in Middle Office or Operations, preferable

• Strong expertise across the post-execution lifecycle (trade capture, matching, confirmation, settlement, collateral, reconciliations, and regulatory reporting).

• Proven track record managing top-tier institutional clients, resolving complex cross-functional issues, and leading executive-level relationship reviews.

• Working knowledge of key regulatory frameworks (e.g., EMIR, MiFID II, Dodd-Frank, SFTR) and operational implications.

• Analytical proficiency with service metrics and scorecards; experience with data extraction across source systems and operational reporting.

• Excellent communication and stakeholder management skills—capable of influencing senior partners across Operations, Technology, and the Front Office.

• Demonstrated leadership and mentoring experience; ability to lead without formal authority across global, diverse teams.

• High level of risk awareness and control discipline; adept at navigating policies and governance frameworks.

Preferred Skills & Tools:

• Familiarity with client-facing platforms, workflow tools, and service management technologies.

• Ability to translate technology capabilities into client outcomes and competitive differentiators.

• Data fluency in Excel, BI tools, and dashboard/reporting (e.g., Tableau/Power BI) is beneficial.

Education:

• Bachelors/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Customer Service

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Job Family:

Institutional Client Management

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Time Type:

Full time

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Primary Location:

New York New York United States

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Primary Location Full Time Salary Range:

$116,880.00 - $175,320.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Dec 30, 2025

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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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