AVP, Institutional Customer Service Manager

Citibank (Switzerland) AG; Quezon City; Hybrid; Confidential; Full time

Job summary

Citi in Quezon City, Philippines seeks an AVP, Institutional Customer Service Manager to lead a multi-team unit delivering client resolution and support for external clients in a hybrid setup.

The role requires 5–8 years in call center leadership, experience in financial services, and a proven track record of coaching and driving process improvements. You will ensure service quality, manage performance, and uphold Citi's standards across the organization.

Qualifications

• 5–8 years of experience in call center management preferred.
• Previous experience in financial services preferred.
• Demonstrated self-motivation, accountability, and ability to work with limited supervision.

Responsibilities

• Manage a Customer Service unit typically comprising multiple teams.
• Evaluate employee performance and advise on pay, promotions, and budget.
• Ensure service quality by applying in-depth policy knowledge.
• Provide solutions and influence decisions with broad impact.
• Develop new customer service techniques and processes.
• Conduct periodic service reviews and develop action plans.
• Ensure client satisfaction and timely delivery of results.
• Lead projects and coordinate with external parties as needed.
• Deliver high-quality service and inform clients of market initiatives.
• Assess risk in business decisions and reinforce compliance with laws and policies.

Skills

Call center management

Leadership

Customer service

Education

Bachelor's degree

Job description

## AVP, Institutional Customer Service ManagerApply: Hybrid: Quezon City Philippines: 34TH ST BONIFACIO GLOBAL CITY TAGUIG: Full time: Posted Today: End Date: October 5, 2026 (12 days left to apply): 26993502At **Citi**, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.We’re currently looking for a high caliber professional to join our team as **Institutional Customer Service Manager****.** Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:* Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.* We empower our employees to manage their financial well-being and help them plan for the future.* Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.**In this role, you are expected to:**The Institutional Customer Service Manager is an intermediate management-level position responsible for providing full leadership and direction of a team to provide client resolution and support in coordination with the Customer Service team. The overall objective of this role is to ensure the seamless delivery of customer service support to external clients. **Responsibilities:*** Manage Customer Service unit typically consisting of multiple teams of non-exempt staff performing related tasks (e.g., customer service, training, business planning and analysis)* Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.* Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own area* Provide solutions and influence decisions with potential for broader organizational impact* Contribute to the development of new customer service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact* Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels* Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact* Lead or support special projects and/or task forces and negotiate with external parties, as needed* Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives* Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.**Qualifications:*** 5-8 years of previous experience in call center management preferred* Previous experience in financial services preferred* Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision* Demonstrated ability to lead teams to deliver results* Ability foster a work environment of coaching, feedback and open communication* Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction* Demonstrated organizational and problem-solving skills* Able to work successfully in a high-pressure environment and closely with peer group**Education:*** Bachelor's degree/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.Take the next step in your career, apply for this role at Citi today!