Director of Institutional Client Services

Citigroup Inc.; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Citi in the Philippines seeks an Institutional Customer Service Manager to lead a team delivering client resolution and support in coordination with the Customer Service group. The role emphasizes maintaining service quality, coaching staff, and driving process improvements across channels.

The position requires 5–8 years in call center management, financial services experience, and a strong ability to work under pressure while ensuring client satisfaction. Bachelor’s degree is required.

Qualifications

• 5-8 years of call center management experience.
• Experience in financial services preferred.
• Strong leadership and coaching abilities.
• Ability to work under pressure and deliver results.

Responsibilities

• Manage Customer Service unit typically consisting of multiple teams.
• Evaluate employee performance and provide recommendations for pay increases and promotions.
• Ensure service quality by applying policies and procedures.
• Provide solutions and influence decisions with organizational impact.
• Develop and support new customer service techniques and process enhancements.
• Conduct periodic service reviews and action planning.
• Deliver high-quality service and maintain client satisfaction.
• Lead or support special projects and negotiate with external parties.
• Ensure compliance with laws, policies and risk controls.

Skills

Call center management

Financial services

Leadership

Customer service

Education

Bachelor's degree

Job description

Citi in the Philippines seeks an Institutional Customer Service Manager to lead a team delivering client resolution and support in coordination with the Customer Service group. The role emphasizes maintaining service quality, coaching staff, and driving process improvements across channels.

The position requires 5–8 years in call center management, financial services experience, and a strong ability to work under pressure while ensuring client satisfaction. Bachelor’s degree is required.