Financial Institutions Client Experience 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

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.