AVP, Institutional Customer Service Manager

Citi; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Citi is hiring an Institutional Customer Service Manager to lead a multi-team Customer Service unit and ensure seamless client support. The role emphasizes performance management, process improvements, and delivering high-quality service while maintaining risk controls and regulatory compliance.

The position requires 5–8 years in call center management, with a background in financial services, and demonstrated ability to coach teams and drive customer satisfaction in a fast-paced environment.

Qualifications

• 5–8 years of call center management experience preferred.
• Experience in financial services preferred.
• Ability to lead teams to deliver results with coaching and open communication.
• Strong ability to identify opportunities to improve operating efficiency and customer satisfaction.

Responsibilities

• Manage Customer Service unit typically consisting of multiple teams of non-exempt staff.
• 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 and procedures.
• Provide solutions and influence decisions with potential for broader organizational impact.
• Contribute to development of new customer service techniques, models and plans and support process improvements.
• Conduct periodic service reviews with reporting and action plans to optimize service levels.
• Responsible for client satisfaction and delivery of end results by addressing complex issues.
• Lead or support special projects and coordinate with external parties as needed.
• Deliver high-quality service across the client base and inform clients of ongoing market initiatives.
• Assess risk in business decisions, drive compliance and maintain ethical standards.

Skills

Call center management

Leadership

Team coaching and development

Analytical thinking

Financial services experience

Education

Bachelor's degree

Job description

At 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 experience

This 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.

------------------------------------------------------

Job Family Group

Customer Service

------------------------------------------------------

Job Family

Institutional Customer Service

------------------------------------------------------

Time Type

Full time

------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above.

------------------------------------------------------

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

------------------------------------------------------

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.