Helen McCarragher

Operational Client Relationship Manager @Citi

Belfast, GB

OCRM owns the overall relationship from a post execution perspective and acts as an escalation point and advisory contact across OTC Derivatives, Cash Securities, FX, Commodities and Loans for specific clients.The team is in regular contact with Clients either via conference calls or visits to ensure Citi are meeting the clients’ expectations and service levels. If there are service issues the team will communicate this to the relevant departments and work with them to improve the service.Key Responsibilities • Act as an escalation point for Platinum clients on all post execution issues • Identify areas where Platinum Clients require assistance or guidance across new products, processes, platforms or market initiatives • Coordinate and chair conference calls and client visits and identify ways to improve satisfaction levels of clients with quality service and delivery • Take the lead in coordinating internal, client cross product restructures or initiatives • Track all escalated queries through to resolution and perform root causal analysis • Produce client metrics on a regular basis, review trading trends, identify any potential operational issues and work with the relevant teams in order to reduce risk of re-occurrence • Collate MIS and present to senior management • Work with business seniors to identify business opportunities • Work with the team globally to ensure a consistent, standardised service is provided to clients cross products and location • Gain an understanding of the roles and responsibilities of the other middle office and operations departments • Ensure up-to-date with Company and market initiatives and be able to provide guidance to clients • Assist with implementing systems and process flows within the team in order to improve efficiency and client service

University of Liverpool

Law LLB Honours, Law

Alpha Training

Level 2 Qualification in Fitness Instructing (Exercise to Music), Sports and Exercise

Institute of Leadership & Management

Level 5 Certificate in Leadership & Management

Rathmore Grammar School

A Level

Alpha Training

Level 2 Qualification in Fitness Instructing (Exercise to Music)