Saif Eddine Maraoui Kettani

- Frequent proactive client communication: regular conference calls resulting in action plans

-Schedule, organize and carry on regular client service face to face reviews in collaboration with other functional areas where relevant

- Influence clients to ensure that their programme operates optimally for both the customer organization and Citi

- Day-to-day issue resolution with key contacts at the client’s organization with an emphasis on resolving the root causes of any issues

- Taking ownership of issues and coordinating resolution

Create Opportunities for Proactive Programme Improvement.

- Practice effective continuous process improvement within Operations and with a client to reduce errors, bottlenecks and ultimately, costs

- Work jointly with the Business Implementation and Coverage teams in the context of a new client relationship.

- Define the information circuits with the various players (Management Company, Custodian, Custodian Function, Middle Office, Valuator, etc.) and ensure that all processing procedures are operational.

- Describe any specific procedures, including any reporting requirements requested by the client.

- Participate in the drafting of the Service Level Agreements and ensure their signature before the start up

Monitor customer relations on a daily basis and guarantee the quality.

- Ensure that agreements are respected.

- Process all types of requests from our clients.

- Ensure coordination between the different internal teams in order to provide a single and coherent response to the client.

- Produce and put in place client files to detail the operational details and contacts of each client

Monitor operational incidents that have an impact on the team.

- Contribute to Service Reviews organized with the client.