Client Service Relationship Team Manager (UAE Nationals Only)

Citi; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

Citi in Abu Dhabi seeks an experienced Service Manager to lead a Customer Service team, drive performance, and uphold quality standards in a fast-paced environment.

You will mentor leaders, optimize processes, recruit and develop staff, and ensure an exceptional client experience while maintaining compliance and risk controls.

Qualifications

• 5-8 years of relevant experience in customer service/management.
• Experience leading call center teams and driving performance.
• Excellent written and verbal communication and presentation skills.
• Knowledge of basic bank products (deposits, cards) is a plus.

Responsibilities

• Lead and direct a Customer Service team to meet quality and productivity targets.
• Evaluate performance and make recommendations on pay, promotions, hires.
• Develop leaders through mentorship and succession planning.
• Drive process improvements and new customer service techniques.
• Ensure exceptional client experience and manage client satisfaction metrics.
• Recruit, hire, and build a productive team.

Skills

People management

Call center management

Project management

Communication skills

Influencing skills

Education

Bachelor's degree or equivalent

Job description

Job description

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job OverviewThe Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.

Responsibilities:

• Resolve issues that include uncommon and complex situations with significant organizational impact
• Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.
• Develop leaders by providing guidance and mentorship in conjunction with succession planning
• Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities
• Recommend new work procedures and contribute to the development of new customer service techniques, models and plans
• Drive organizational change through innovation and process improvement, eliminating friction points for team
• Achieve team performance excellence to ensure high quality and high volume productivity
• Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 5-8 years of relevant experience
• Intermediate to senior level experience in a related role with commensurate people management experience
• Call Center management experience, preferred
• Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
• Proficient project management skills
• Effective written and verbal communication and presentation skills
• Influencing and relationship management skills

Education:

• Bachelor's/University degree or equivalent experience

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

Job Family Group: Customer Service

Job Family: Service

Time Type: Full time

Most Relevant Skills: Please see the requirements listed above.

Other Relevant Skills: For complementary skills, please see above and/or contact the recruiter.

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.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.