Senior Institutional Client Services 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

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.