EMEA Financial Institutions Client Experience Team Leader

Citi; Dublin; On-site; EUR 86,000 - 128,000; Full time

Benefits offered by this job

Hybrid working model

Competitive base salary

Benefits

Job summary

Citi Dublin is seeking a Customer Service Senior Leader to drive people leadership, client experience, and operational performance. You will lead a team of Service Officers, manage workload, and nurture talent while ensuring service levels meet and exceed expectations.

The role emphasizes risk control, cross-functional collaboration, and strategic process improvements, with a hybrid working model and a competitive salary range in Ireland.

Qualifications

• Experience leading customer service teams.
• Strong communication and writing skills.
• Proven ability to coach and develop staff.

Responsibilities

• Lead, coach, and develop a team of Service Officers to achieve high performance.
• Build and maintain strong relationships with strategic clients and senior stakeholders.
• Monitor service metrics, KPIs, productivity, quality, and turnaround times.
• Maintain a strong control environment and ensure adherence to policies and procedures.
• Collaborate with Product, Operations, Technology, Compliance, and other teams.
• Understand and drive strategic transformation and continuous improvement initiatives.

Skills

Leadership experience

Customer service

Financial services

Communication skills

Coaching & mentoring

Job description

Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters.

Team/Role Overview

The Customer Service Senior s accountable for people leadership, client experience, operational performance, risk management, stakeholder engagement, and continuous improvement, while ensuring their team delivers exceptional service and achieves business objectives.

Responsibilities include:

Leadership & People Management

• 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.

Client Relationship Management

• 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.

Operational Excellence

• 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.

Risk & Control Management

• 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.

Stakeholder Management

• 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.

Strategic & Business Leadership

• 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.

Qualifications:

• Relevant customer service manager experience
• Leadership experience
• Financial Services experience preferred
• Consistently demonstrate clear and concise written and verbal communication
• Proven ability to lead, motivate, develop high-performing teams in a fast-paced environment and develop future talent and succession plans.
• 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.

Success Profile

The successful candidate will be a client-centric leader with strong business acumen, operational expertise, and a passion for developing people. They will demonstrate the ability to drive service excellence, strengthen client relationships, lead through change, and deliver sustainable improvements that support both client and business objectives.

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 energized to join us, motivated to stay, and empowered to thrive.

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.

Job Family: Institutional Customer Service

Time Type: Full time

Primary Location Full Time Salary Range: 85 600,00 € - 128 400,00 €