Service Relationship Team Lead - DUBAI

Citi bank; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading global financial institution is seeking a Service Relationship Team Lead in the UAE. This role focuses on managing client accounts, enhancing customer satisfaction, and ensuring compliance with banking regulations. The ideal candidate will have 5-7 years of customer service experience and strong communication skills. This full-time position offers a chance to lead a team and drive process improvements in a dynamic environment.

Qualifications

• 5‑7 years of customer service & relationship management experience.
• Basic knowledge of bank products such as deposit accounts and credit cards preferred.
• Effective written and verbal communication skills.

Responsibilities

• Manage client accounts and provide customer service.
• Ensure compliance with policies and procedures.
• Identify opportunities for service improvements.

Skills

Customer service

Relationship management

Communication skills

Team player

Ability to lead teams

Job description

Service Relationship Team Lead

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in providing full leadership and direction to a Customer Service team that perform customer service activities.

By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

What you’ll do

The overall objective is Client Account Relationship Management, review customer needs and pro‑actively engage with the customer to validate the understanding of the needs and provide resolution based on customer needs.

• Client Account Relationship Management, review customer needs and pro‑actively engage with the customer to validate the understanding of the needs and provide resolution based on customer needs.
• Responsible for executing day‑to‑day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on‑going customer support.
• Advise CG customers to enrich the relationships by mobilizing additional funds and to be able to buy products/services.
• Ensure coverage of all the relationships through customer engagements.
• Compliance, Risk & Controls.
• Ensure coverage of all relationships through customer engagements, follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client onboarding, relationship management etc.).
• Identify opportunities for process/service improvements and volunteer in process improvement initiatives to help Business achieve its objective in Building Customer Satisfaction and Loyalty as well as operating efficiency.
• Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc. No operational risk events/breaches.
• Continue to ensure that Compliance & Regulatory risks are adequately addressed and that the Business unit is in Audit ready state at all points of time.
• Accelerate delivery of service through Analytical thinking and Automation with focus on process simplification & Accuracy.
• Ensure that KYC/AML and other compliance norms are strictly adhered to.
• Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc. No operational risk events/breaches.
• Identify opportunities for streamlining/straight‑through/centralized processing so as to significantly improve our operating efficiency, reduce cycle time and costs.
• To ensure all work processes are executed in compliance with Bank’s policies and procedures, timely and error‑free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement.
• Complete/follow‑up documentation for client’s transaction/investment needs or due diligence purpose.
• Drive Bank’s digitization strategy by actively preparing clients to be digitally equipped.
• 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

What we’ll need from you

• 5‑7 years of Customer service & relationship management experience
• Basic knowledge of bank products such as deposit accounts, credit cards, time deposits, preferred
• Effective written and verbal communication skills
• Influencing and relationship management skills
• Quick learner, self‑starter, and should be able to take initiatives
• Good team player and should be able to work well with cross‑functional teams
• Ability to lead teams
• Matured personality with a high‑level of initiative, self‑driven, good time management and work integrity

Job Family Group: Operations - Management Operations

Job Family: Management Leadership

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.