Client Service Relationship Team Manager (UAE Nationals Only)

Citigroup Inc.; Dubai; On-site; AED 150,000 - 200,000; Full time

Job summary

A leading financial institution in Dubai is seeking a Service Manager who will oversee a Customer Service team, ensuring high performance and quality standards. The ideal candidate should have 5-8 years of relevant experience, with strong leadership and project management skills. Responsibilities include mentoring staff, evaluating performance, and driving process improvements. This full-time role offers an opportunity to make a significant impact in a dynamic environment.

Qualifications

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

Responsibilities

• Manage customer service team performance and ensure quality standards.
• Evaluate team's performance for promotions and hiring.
• Drive organizational change through innovation.
• Recruit and train staff.

Skills

Problem-solving

Leadership

Project management

Communication

Relationship management

Education

Bachelor's/University degree or equivalent experience

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
• 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.

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

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

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