Global FI Client Experience Team Lead

Citigroup Inc.; Olsztyn; Hybrid; PLN 170,000 - 289,000; Full time

Benefits offered by this job

Pension plan

Private medical care

Life insurance

Employee assistance program

Parental leave

Sport card

Holidays allowance

Cafeteria benefits

Annual incentive program

Employee discounts

Job summary

Citigroup Inc. in Poland is seeking a Customer Service Senior Manager to lead a team of Service Officers, drive client satisfaction, and ensure operational excellence. You will oversee staffing, performance reviews, and engagement while monitoring KPIs and implementing process improvements.

The role emphasizes risk management, cross-functional collaboration, and the ability to translate strategy into tangible results for strategic clients and senior stakeholders. Hybrid work is offered.

Qualifications

• Proven experience leading customer service teams and driving performance.
• Experience in financial services or banking customer operations.
• Excellent written and verbal communication across senior stakeholders.

Responsibilities

• Lead, coach, and develop a Service Officers team to achieve high performance.
• Manage staffing, workload, and resources; conduct performance reviews.
• Build strong client relationships; act as escalation point for issues.
• Monitor KPIs; drive process improvements, automation, and digital adoption.
• Maintain risk controls and regulatory compliance; collaborate cross-functionally.

Skills

Leadership experience

Customer service management

Financial services

Written and verbal communication

Stakeholder engagement

Job description

Citigroup Inc. in Poland is seeking a Customer Service Senior Manager to lead a team of Service Officers, drive client satisfaction, and ensure operational excellence. You will oversee staffing, performance reviews, and engagement while monitoring KPIs and implementing process improvements.

The role emphasizes risk management, cross-functional collaboration, and the ability to translate strategy into tangible results for strategic clients and senior stakeholders. Hybrid work is offered.