CitiService Customer Service Sr Manager

Citi; Dublin; Hybrid; EUR 86,000 - 128,000; Full time

Benefits offered by this job

Hybrid model

Competitive salary

Benefits package

Job summary

Citi Dublin is seeking an experienced Manager to lead a Dublin-based Client Service Team within CitiService Investor Services Operations. You will drive leadership standards, manage senior client relationships, and shape the future target operating model across EMEA and globally.

The role requires strong change management, risk awareness and data-led decision making, with a focus on delivering scalable, high-quality client services and cross-functional collaboration in a fast-paced financial

Qualifications

• Bachelor's degree or equivalent (Finance, Accounting, Math, or Management preferred).
• Significant management experience working for global financial institutions, preferably in Custody Operations.
• Proven experience in delivering service excellence and managing relationships with large global clients.
• Proven track record of driving change through data-led insights and cross functional teamwork to deliver large-scale projects.
• Exceptional communication and presentation skills, capable of leading senior client and senior internal stakeholder meetings.

Responsibilities

• Manage a group of client service professionals servicing key Investor Services clients.
• Provide opportunities for staff to develop their servicing skills and knowledge of client needs, while the team remains motivated to provide a high level of service.
• Drive Citi's Leadership standards across the group and foster a high-performing culture among staff.
• Possess comprehensive knowledge of Custody Business products (Settlements, Asset Servicing, Cash/FX, Tax, Third-Party Lending).
• Manage client inquiries, ensuring timely responses and the escalation of critical issues.
• Partner with other groups to drive and influence change, and to design the future target operating model as CitiService continues to grow in EMEA.
• Provide in-depth analysis to define root causes of client queries, anticipate needs, and develop innovative solutions for recurring issues. Participate in and support strategic initiatives aligned with CitiService.
• Apply robust risk assessment, safeguarding Citigroup, clients, and assets. Ensure compliance with laws, regulations, and company policy; exercising sound ethical judgement. Proactively escalated, manage, and transparently report control issues, fostering accountability.

Skills

Leadership

Stakeholder management

Communication

Change management

Problem solving

Education

Bachelor's degree or equivalent

Job description

About Investor Services

Citi's Investor Services provides a comprehensive suite of services across over 100 markets globally, supporting significant product and client growth in local and global products, including Custody, Funds and Execution Services. We are a critical partner to our clients, ensuring efficient and scalable operational services.

Team and Role Overview

We are seeking an experienced and client-focused Manager to lead a Dublin based Client Service Team within CitiService Investor Services Operations. This individual will be responsible for the leadership and strategic direction of the CitiService team in Dublin, as well as directly managing senior client relationships. The successful candidate will be adept at managing through and influencing change, as CitiService is an evolving team focused on facilitating efficient, scalable operational services across all products within Investor Services. This role requires a strong ability to drive and influence change, advocate for client needs, and contribute to the future success of CitiService within EMEA but also globally.

Responsibilities

• Manage a group of client service professionals servicing key Investor Services clients.
• Provide opportunities for staff to develop their servicing skills and knowledge of client needs, while the team remains motivated to provide a high level of service. Provide continuous guidance and direction in relation to skillset requirements to ensure service excellence.
• Drive Citi's Leadership standards across the group and foster a high-performing culture among staff.
• Possess comprehensive knowledge of Custody Business products (Settlements, Asset Servicing, Cash/FX, Tax, Third-Party Lending).
• Manage client inquiries, ensuring timely responses and the escalation of critical issues.
• Partner with other groups to drive and influence change, and to design the future target operating model as CitiService continues to grow in EMEA.
• Provide in-depth analysis to define root causes of client queries, anticipate needs, and develop innovative solutions for recurring issues. Participate in and support strategic initiatives aligned with CitiService.
• Apply robust risk assessment, safeguarding Citigroup, clients, and assets. Ensure compliance with laws, regulations, and company policy; exercising sound ethical judgement. Proactively escalated, manage, and transparently report control issues, fostering accountability.

Qualifications

• Bachelor's degree or equivalent (Finance, Accounting, Math, or Management preferred).
• Significant management experience working for global financial institutions, preferably in Custody Operations.
• Proven experience in delivering service excellence and managing relationships with large global clients.
• Proven track record of driving change through data-led insights and cross functional teamwork to deliver large-scale projects.
• Exceptional communication and presentation skills, capable of leading senior client and senior internal stakeholder meetings.
• Ability to connect diverse issues and broaden topics to thematically analyse and solve complex problems.
• Effective leadership skills with a strong ability to develop robust partnerships with other teams.
• Demonstrated ability to operate successfully and contribute effectively in an evolving new structure and target operating model.

What we can offer you

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive.

Time Type

Full time

Primary Location Full Time Salary Range

85 600,00 € - 128 400,00 €

Citi Equal Opportunity Employer

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.

Accessibility

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EEO Policy Statement

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