Customer Service & Relationship Team Lead

Citi; Dubai; On-site; AED 360,000 - 480,000; Full time

Job summary

Citi in Dubai is seeking an experienced Service Manager to lead a Customer Service team, driving performance, quality, and productivity. You will coach leaders, manage performance, and handle complex issues with significant impact.

Responsibilities include improving processes, ensuring regulatory compliance, and delivering an exceptional client experience. The role requires strong communication, relationship management, and project-management skills.

Qualifications

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

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 Citi, 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.

Skills

People management

Call center management

Communication

Influencing

Project management

Bank product knowledge

Education

Bachelor’s degree or equivalent experience

Job description

Citi in Dubai is seeking an experienced Service Manager to lead a Customer Service team, driving performance, quality, and productivity. You will coach leaders, manage performance, and handle complex issues with significant impact.

Responsibilities include improving processes, ensuring regulatory compliance, and delivering an exceptional client experience. The role requires strong communication, relationship management, and project-management skills.