Senior Client Experience Leader - Financial Services

Citigroup Inc.; Dublin; Hybrid; EUR 86,000 - 128,000; Full time

Benefits offered by this job

Hybrid working

Competitive base salary

Benefits package

Job summary

Citi Dublin is seeking a Customer Service Senior Leader to drive people leadership, client experience and operational performance in a hybrid work environment. You will coach a team of Service Officers, manage staffing and workloads, and lead performance reviews and succession planning to deliver exceptional service.

Responsibilities include escalation handling, client relationship management, KPI monitoring, and process optimization with a focus on risk controls.

Qualifications

• Relevant customer service manager experience
• Leadership experience
• Financial Services experience preferred
• Clear and concise written and verbal communication
• Proven ability to lead and develop high-performing teams in a fast-paced environment
• Strong coaching, mentoring, and performance management skills
• Ability to build an inclusive, engaged and accountable team culture
• Excellent communication and influencing skills across all levels of the organization
• Ability to build trusted partnerships with senior client stakeholders
• Strong client focus with track record managing strategic financial institution relationships
• Ability to identify opportunities to improve client experience and drive advocacy
• Strong knowledge of Financial Institutions clients and 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 KPIs
• Experience driving productivity, quality, service level management and process improvement initiatives
• Strong analytical skills with ability to identify trends and root causes
• Ability to leverage data, technology and AI-enabled solutions to improve outcomes
• Sound judgement balancing strategy with day-to-day operations
• Strong understanding of operational risk and controls
• Curiosity, innovation and willingness to challenge 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 and support career development
• Drive employee engagement, accountability and succession planning
• Act as escalation point for complex client issues and service recovery
• Build and maintain relationships with strategic clients and senior stakeholders
• Ensure client needs are met and service levels exceed expectations
• Monitor client satisfaction and VOC feedback to identify improvements
• Manage day-to-day service delivery and operational performance
• Monitor KPIs, productivity, quality and turnaround times
• Identify trends, root causes and drive process optimization, automation and digital adoption
• Maintain strong control environment and adherence to policies
• Manage incidents, complaints and regulatory requirements
• Ensure compliance with laws and governance standards
• Collaborate with Product, Operations, Technology, Compliance and other teams
• Influence stakeholders to resolve issues and drive positive outcomes
• Lead cross-functional initiatives and organizational change programs
• Understand business strategy and contribute to goals and drive transformations
• Leverage data and AI-enabled solutions to improve performance

Skills

Customer service management

Leadership

Communication

People development

Stakeholder management

Change management

Analytical skills

Data-driven improvement

Job description

Citi Dublin is seeking a Customer Service Senior Leader to drive people leadership, client experience and operational performance in a hybrid work environment. You will coach a team of Service Officers, manage staffing and workloads, and lead performance reviews and succession planning to deliver exceptional service.

Responsibilities include escalation handling, client relationship management, KPI monitoring, and process optimization with a focus on risk controls.