Client Service Relationship Team Manager (UAE Nationals Only)

22333 Citibank N.A. UAE - GCB Multiple Ledger; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading international bank is seeking a Service Manager in Dubai to provide leadership to a Customer Service team. The role focuses on enhancing team performance, developing employees, and ensuring exceptional client experiences. Candidates should possess relevant experience in people management and bank product knowledge.

Qualifications

• 5-8 years of relevant experience in a managerial role.
• Intermediate to senior level experience preferred.
• Call Center management experience is a plus.

Responsibilities

• Resolve uncommon and complex issues with significant organizational impact.
• Evaluate team performance and manage hiring, promotions, and terminations.
• Develop leaders and provide mentorship.

Skills

Effective communication

Influencing skills

Relationship management

Education

Bachelor's / University degree

Job description

The 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
• 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

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and / or contact the recruiter.

Client Relationship Manager • Dubai United Arab Emirates