Senior Institutional Customer Service Manager

Citigroup; Quezon City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Citi is seeking a seasoned Institutional Customer Service Manager in Manila to lead multiple teams delivering client support and resolution. You will ensure service quality, oversee performance evaluations, and drive process improvements in a high-stakes financial services environment.

The role requires 5-8 years of call center or customer service leadership, a Bachelor’s degree, and the ability to recruit, coach, and retain top talent while maintaining compliance and risk controls.

Qualifications

• 5-8 years of call center management experience.
• Experience in financial services preferred.
• Proven ability to lead teams to deliver results.
• Strong coaching, feedback and communication skills.

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.
• 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 and processes to improve service levels.
• Lead periodic service reviews with reporting and action plans to optimize service levels.
• Deliver high-quality service experience across the client base and address complex issues with accountability.

Skills

Call center management

Leadership

Customer service excellence

Operational efficiency

Team building

Education

Bachelor's degree

Job description

Citi is seeking a seasoned Institutional Customer Service Manager in Manila to lead multiple teams delivering client support and resolution. You will ensure service quality, oversee performance evaluations, and drive process improvements in a high-stakes financial services environment.

The role requires 5-8 years of call center or customer service leadership, a Bachelor’s degree, and the ability to recruit, coach, and retain top talent while maintaining compliance and risk controls.