Senior Institutional Client Experience Leader

Citi; Dublin; Hybrid; EUR 86,000 - 128,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Benefits

Job summary

Citi Dublin is seeking a Customer Service Senior to lead a team of Service Officers, drive client satisfaction, and manage operations with a strong risk and control framework. The role emphasizes leadership, stakeholder engagement, and continuous improvement in a hybrid work setting.

The successful candidate will combine client-focused strategy with people development, performance management, and cross-functional collaboration across Product, Operations, Technology, and Compliance.

Qualifications

• Relevant customer service manager experience.
• Leadership experience and ability to develop high-performing teams.
• Financial services experience preferred.
• Clear and concise written and verbal communication.
• Proven ability to lead, motivate, and develop talent with 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 levels.
• Ability to build trusted partnerships with senior client stakeholders.
• Strong client focus with a track record of managing strategic financial institution relationships.
• Identify opportunities to enhance the client experience and drive client advocacy.
• Strong knowledge of financial institutions and transaction banking landscape.

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 and succession planning.
• Escalation point for complex client issues and service recovery.
• Build and maintain relationships with strategic clients and senior stakeholders.
• Monitor client satisfaction and VOC feedback to identify improvements.
• Manage day-to-day service delivery, KPIs, productivity and quality.
• Identify trends and root causes; drive process optimization, automation, and digital adoption initiatives.
• Maintain a strong control environment and ensure compliance with laws and internal governance.

Skills

Leadership

Client relationship management

Operational performance

Risk management

Stakeholder engagement

Continuous improvement

Data-driven decision making

People development

Job description

Citi Dublin is seeking a Customer Service Senior to lead a team of Service Officers, drive client satisfaction, and manage operations with a strong risk and control framework. The role emphasizes leadership, stakeholder engagement, and continuous improvement in a hybrid work setting.

The successful candidate will combine client-focused strategy with people development, performance management, and cross-functional collaboration across Product, Operations, Technology, and Compliance.