Financial Institutions Client Experience Leader

Citibank (Switzerland) AG

Dublin

Hybrid

Confidential

Full time

13 days ago

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Benefits offered by this job

Hybrid work model

Competitive benefits

Job summary

Citi Dublin is seeking a Customer Service Senior Manager to lead a team of Service Officers, focusing on client experience, operational performance, and risk management. You will collaborate with Product, Operations, Technology, Compliance and other teams to drive service excellence and client outcomes.

The role requires strong leadership, talent development, strategic thinking, and the ability to manage complex financial institution relationships while delivering continuous improvement in a

Qualifications

Experience leading customer service teams in financial services.
Proven ability to coach, mentor and develop talent.
Strong written and verbal communication across all levels.
Ability to manage strategic client relationships and key stakeholders.
Track record of driving process improvements and efficiency.

Responsibilities

Lead and develop a team of Service Officers to achieve high performance.
Act as escalation point for complex client issues and service recovery.
Monitor KPIs, drive operational excellence and automation opportunities.
Ensure compliance with laws, regulations and internal controls.
Collaborate with Product, Operations, Technology and Compliance teams.
Guide strategic initiatives and talent development to support business goals.

Skills

Leadership experience

Customer service management

Strategic thinking

Communication skills

Relationship management

Analytical skills

Financial services experience

Job description

The role requires strong leadership, talent development, strategic thinking, and the ability to manage complex financial institution relationships while delivering continuous improvement in a

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