Hybrid Leader: Client Experience for Financial Institutions

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

Benefits offered by this job

Defined Contribution Pension Plan (6%)

Private Medical Care

Life Insurance

Employee Assistance Program

Parental Leave

Sport Card

Cafeteria / flex benefit

Annual incentive opportunity

Employee discounts

Job summary

Citi Solutions Center Poland is seeking a Customer Service Senior Leader to oversee a team of Service Officers, drive client satisfaction, manage risks and ensure compliance. The role focuses on people leadership, process optimization, and cross-functional collaboration with Product, Operations, Technology and Compliance.

You will engage with senior stakeholders, escalate complex issues, and implement improvements using data and AI-driven approaches, while guiding transformational programs and a

Qualifications

• Relevant customer service manager experience.
• Leadership experience managing teams.
• Financial services experience preferred.
• Clear and concise written and verbal communication.
• Ability to lead, motivate and develop high-performing teams in a fast-paced environment.
• Strong coaching, mentoring and performance management skills.
• Ability to build an inclusive, engaged and accountable team culture.
• Excellent communication and influencing skills across all levels.
• Ability to build trusted partnerships with senior client stakeholders.
• Strong client focus with a proven track record of managing strategic relationships.

Responsibilities

• Lead, coach, and develop a team of Service Officers to achieve high performance.
• Manage staffing levels, workload distribution, and resource planning.
• Conduct performance reviews and support career development.
• Drive employee engagement and succession planning.
• Act as an escalation point for complex client issues and service recovery.
• Build and maintain relationships with strategic clients and senior stakeholders.
• Monitor client satisfaction and VOC feedback to identify improvements.
• Manage day-to-day service delivery and operational performance.
• Monitor KPIs, productivity, quality and turnaround times.
• Identify root causes and drive process optimization, automation and digital adoption.
• Maintain a strong control environment and ensure compliance with policies and procedures.
• Assess and mitigate operational risks while safeguarding client and firm interests.
• Collaborate with Product, Operations, Technology, Compliance and other teams to drive cross-functional initiatives.

Skills

Leadership experience

People management

Customer service management

Staffing planning

Stakeholder management

Communication skills

Client relationship management

Process improvement

Job description

Citi Solutions Center Poland is seeking a Customer Service Senior Leader to oversee a team of Service Officers, drive client satisfaction, manage risks and ensure compliance. The role focuses on people leadership, process optimization, and cross-functional collaboration with Product, Operations, Technology and Compliance.

You will engage with senior stakeholders, escalate complex issues, and implement improvements using data and AI-driven approaches, while guiding transformational programs and a