Director, Institutional Client Services

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

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.