Client Service Relationship Team Manager (UAE Nationals Only)

Citigroup Inc.; Dubai; On-site; AED 100,000 - 120,000; Full time

Job summary

Citigroup Inc. is seeking a qualified individual for a management role that involves resolving complex client issues and leading a team. The ideal candidate will possess strong leadership skills, 5-8 years of relevant experience, and a solid background in call center management.

Responsibilities include enhancing team performance and ensuring compliance with regulations while delivering exceptional client service. This is a unique opportunity to drive organizational change and foster employee growth within a dynamic financial services environment.

Qualifications

• 5-8 years of relevant experience.
• Intermediate to senior level experience in a related role with people management.
• Proficient knowledge of basic bank products.

Responsibilities

• Resolve complex issues with significant organizational impact.
• Evaluate team performance and recommend pay increases and hiring.
• Drive organizational change through innovation and process improvement.

Skills

Call Center management experience

Project management skills

Effective written and verbal communication

Influencing and relationship management skills

Education

Bachelor's/University degree or equivalent experience

Job description

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.

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.