Client Experience Lead – Financial Services, Hybrid Dublin

Citigroup; Ireland; Hybrid; EUR 86,000 - 128,000; Full time

Job summary

Citi Dublin is hiring a Customer Service Senior leader responsible for people leadership, client experience, operational performance, risk management, stakeholder engagement, and continuous improvement. You will lead a team of Service Officers to deliver high performance, manage staffing, and drive improvements across service delivery.

The role focuses on building strong client relationships, monitoring VOC feedback, and ensuring service levels exceed expectations while maintaining a strong

Qualifications

• Relevant customer service manager experience
• Leadership experience
• Financial Services experience preferred
• Clear and concise written and verbal communication
• Proven ability to lead, motivate, develop high-performing teams
• Strong coaching, mentoring, and performance management skills
• Ability to build an inclusive, engaged, and accountable team culture
• Excellent communication and influencing skills across all organizational levels
• Ability to build trusted partnerships with senior client stakeholders
• Strong client focus with a proven track record of managing strategic and complex Financial Institution relationships
• Ability to identify opportunities to enhance the client experience and drive client advocacy
• Strong knowledge of Financial Institutions clients and the transaction banking landscape
• Understanding of Payments, Cash Management, SEPA, SWIFT, Instant Payments, API Connectivity, Liquidity Management, and Digital Channels
• Demonstrated ability to manage operational performance against key service metrics and KPIs
• Experience driving productivity, quality, service level management, and process improvement initiatives
• Strong analytical skills with the ability to identify trends, root causes with a focus on continuous improvement
• Ability to leverage data, technology, and AI-enabled solutions to improve client and operational outcomes
• Demonstrates sound judgement, balance strategic priorities with day-to-day operational demands
• Strong understanding of operational risk and control frameworks and ability to maintain a strong control environment while delivering excellent client service
• Demonstrates curiosity, innovation, and a willingness to challenge the status quo

Responsibilities

• Lead, coach, and develop a team of Service Officers to achieve high performance.
• Manage staffing levels, workload distribution, and resource planning.
• Conduct performance reviews, provide feedback, and support career development.
• Drive employee engagement, accountability, succession planning and where applicable lead teams effectively through change and operational challenges.
• Act as an escalation point for complex client issues and service recovery situations.
• Build and maintain strong relationships with strategic clients and senior stakeholders.
• Ensure client needs are met, and service levels consistently exceed expectations.
• Monitor client satisfaction and Voice of the Customer (VOC) feedback to identify improvement opportunities.
• Manage day-to-day service delivery and operational performance.
• Monitor key service metrics, KPIs, productivity, quality, and turnaround times.
• Work with team to identify trends, root causes, and improvement opportunities and drive process optimization, automation, and digital adoption initiatives.
• Maintain a strong control environment and ensure adherence to policies and procedures.
• Manage operational incidents, complaints, and regulatory requirements.
• Ensure compliance with applicable laws, regulations, and internal governance standards.
• Assess and mitigate operational risks while safeguarding client and firm interests.
• Collaborate with Product, Operations, Technology, Compliance, Coverage, and Service teams.
• Influence stakeholders to resolve issues and drive positive client outcomes.
• Lead cross-functional initiatives and organizational change programs.
• Understand the broader business strategy and how the team contributes to business goals and drive transformation initiatives and continuous improvement.
• Leverage data, technology, and AI-enabled solutions to enhance operational performance

Skills

Leadership experience

Communication skills

Client focus

Team development

Analytical skills

Job description

Citi Dublin is hiring a Customer Service Senior leader responsible for people leadership, client experience, operational performance, risk management, stakeholder engagement, and continuous improvement. You will lead a team of Service Officers to deliver high performance, manage staffing, and drive improvements across service delivery.

The role focuses on building strong client relationships, monitoring VOC feedback, and ensuring service levels exceed expectations while maintaining a strong