CitiService Customer Service Sr Manager

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

Job summary

Citi Dublin seeks an experienced Manager to lead a Dublin-based Client Service Team within CitiService Investor Services Operations. You will drive leadership and strategic direction for the Dublin group, managing senior client relationships and influencing change across products and operations.

You will lead a team delivering scalable, high-quality client service, with a focus on risk management, cross-functional collaboration and continuous improvement to meet evolving client needs in EMEA and

Qualifications

• Bachelor's degree or equivalent in Finance, Accounting, Math or Management preferred.
• Significant management experience in global financial institutions, preferably in Custody Operations.
• Proven experience delivering service excellence and managing relationships with large global clients.
• Proven track record of driving change through data-led insights and cross-functional teamwork.
• 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 keeping the team motivated to deliver high service levels.
• 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 escalation of critical issues.
• Partner with other groups to drive and influence change, and design future target operating model as CitiService grows in EMEA.
• Provide in-depth analysis to define root causes of client queries, anticipate needs, and develop innovative solutions for recurring issues.
• Apply robust risk assessment, safeguarding Citigroup, clients, and assets; ensure compliance with laws, regulations, and policy.

Skills

Client service leadership

Change management

Communication skills

Stakeholder management

Leadership

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 judgment. Proactively elevate, 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 broader topics to thematically analyze 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.

Job Family Group

Customer Service

Job Family

Institutional Customer Service

Time Type

Full time

Primary Location Full Time Salary Range

€85,600.00 - €128,400.00

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.