Senior Financial Institutions Client Experience Lead

Citi; Dublin; Hybrid; 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

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.