Client Management Lead Analyst

Citi•New York, NY

About The Position

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.

Requirements

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.
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.
Bachelors/University degree, Master's degree preferred

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.