EMEA Financial Institutions Client Experience Team Leader

Citi; Olsztyn; Hybrid; PLN 170,000 - 289,000; Full time

Benefits offered by this job

Private Medical Care

Pension plan

Employee assistance program

Job summary

Citi Poland is seeking a Customer Service Senior leader to drive people leadership, client experience, and operational performance. You will oversee a team, manage stakeholders, and ensure risk controls while delivering exceptional service and business results.

The role emphasizes leadership, client focus, and continuous improvement, with a hybrid work model and competitive compensation. The position offers opportunities to transform processes and leverage digital tools.

Qualifications

• Experience leading and developing high-performing service teams.
• Proven ability to manage client relationships at executive levels.
• Strong risk and control awareness in financial services.
• Track record of improving service metrics and process efficiency.
• Excellent written and verbal communication across stakeholders.
• Ability to drive change and cross-functional initiatives.

Responsibilities

• Lead, coach, and develop Service Officers to achieve high performance.
• Build strong relationships with strategic clients and senior stakeholders.
• Monitor KPIs, quality, and service levels; drive improvements.
• Manage incidents, complaints, and regulatory requirements.
• Collaborate with Product, Operations, Technology, and Compliance.
• Lead transformation initiatives using data and AI-enabled solutions.

Skills

Leadership experience

Client relationship management

Stakeholder engagement

Operational excellence

Risk management

Financial services experience

Communication skills

Job description

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills to Citi.

By Joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress

Team/Role Overview

The Customer Service Senior s accountable for people leadership, client experience, operational performance, risk management, stakeholder engagement, and continuous improvement, while ensuring their team delivers exceptional service and achieves business objectives.

Responsibilities include:

Leadership & People Management

• Lead, coach, and develop a team of Service Officers to achieve high performance.
• Manage staffing levels, workload distribution, and resource planning.
• Conduct performance reviews, provide feedback, and support career development.
• Drive employee engagement, accountability, succession planning and where applicable lead teams effectively through change and operational challenges.

Client Relationship Management

• Act as an escalation point for complex client issues and service recovery situations.
• Build and maintain strong relationships with strategic clients and senior stakeholders.
• Ensure client needs are met, and service levels consistently exceed expectations.
• Monitor client satisfaction and Voice of the Customer (VOC) feedback to identify improvement opportunities.

Operational Excellence

• Manage day-to-day service delivery and operational performance.
• Monitor key service metrics, KPIs, productivity, quality, and turnaround times.
• Work with team to identify trends, root causes, and improvement opportunities and drive process optimization, automation, and digital adoption initiatives.

Risk & Control Management

• Maintain a strong control environment and ensure adherence to policies and procedures.
• Manage operational incidents, complaints, and regulatory requirements.
• Ensure compliance with applicable laws, regulations, and internal governance standards.
• Assess and mitigate operational risks while safeguarding client and firm interests.

Stakeholder Management

• Collaborate with Product, Operations, Technology, Compliance, Coverage, and Service teams.
• Influence stakeholders to resolve issues and drive positive client outcomes.
• Lead cross-functional initiatives and organizational change programs.

Strategic & Business Leadership

• Understand the broader business strategy and how the team contributes to business goals and drive transformation initiatives and continuous improvement.
• Leverage data, technology, and AI-enabled solutions to enhance operational performance.

Qualifications:

• Relevant customer service manager experience
• Leadership experience
• Financial Services experience preferred
• Consistently demonstrate clear and concise written and verbal communication
• Proven ability to lead, motivate, develop high-performing teams in a fast-paced environment and develop future talent and succession plans.
• Strong coaching, mentoring, and performance management skills.
• Ability to build an inclusive, engaged, and accountable team culture.
• Excellent communication and influencing skills across all organizational levels
• Ability to build trusted partnerships with senior client stakeholders.
• Strong client focus with a proven track record of managing strategic and complex Financial Institution relationships.
• Ability to identify opportunities to enhance the client experience and drive client advocacy.
• Strong knowledge of Financial Institutions clients and the transaction banking landscape.
• Understanding of Payments, Cash Management, SEPA, SWIFT, Instant Payments, API Connectivity, Liquidity Management, and Digital Channels.
• Demonstrated ability to manage operational performance against key service metrics and KPIs.
• Experience driving productivity, quality, service level management, and process improvement initiatives.
• Strong analytical skills with the ability to identify trends, root causes with a focus on continuous improvement.
• Ability to leverage data, technology, and AI-enabled solutions to improve client and operational outcomes.
• Demonstrates sound judgement, balance strategic priorities with day-to-day operational demands.
• Strong understanding of operational risk and control frameworks and ability to maintain a strong control environment while delivering excellent client service.
• Demonstrates curiosity, innovation, and a willingness to challenge the status quo.

Success Profile

The successful candidate will be a client-centric leader with strong business acumen, operational expertise, and a passion for developing people. They will demonstrate the ability to drive service excellence, strengthen client relationships, lead through change, and deliver sustainable improvements that support both client and business objectives.

What we offer:

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (currently up to 2 days working at home per week), but also (potentially, subject to final offer) receive a competitive base salary and enjoy a whole host of additional benefits which can include:

• Employer paid Defined Contribution Pension Plan contribution of 6% of employee’s pensionable earnings (PPE Program)
• Employer paid Private Medical Care Package for employees and Private Medical Care Packages for certain family members available at preferential rates
• Employer paid Life Insurance Program for employees and Life Insurance for certain family members available at preferential rates
• Employee Assistance Program financed by Employer
• Paid Parental Leave Program (maternity and paternity leave; statutory and 2 weeks additional paid paternity leave)
• Sport Card for employees subsidised via Social Benefits Fund and Sport Cards for certain family members available at preferential rates
• Additional benefits from Company’s Social Benefit Fund, in particular: Holidays Allowance, support for sport and cultural activities, team building events.
• Additional day off for volunteering
• Cafeteria/ flex benefit – a company benefits system which enables employees to select and purchase benefits offered by a provider and available for employees on the platform.
• Opportunity to receive an annual discretionary incentive award
• Special offers and discounts for employees
• Click here to review the Remuneration Regulations extract.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.

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.

Job Family Group: Customer Service

Job Family: Institutional Customer Service

Time Type: Full time

Primary Location Full Time Salary Range: 169 750,00 zł - 289 050,00 zł