Hybrid FI Client Experience Leader

Citi

New York (NY)

Hybrid

USD 114,000 - 179,000

Full time

14 days+

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Benefits offered by this job

Pension plan

Private medical care

Life insurance

Parental leave

Sport card

Flexible benefits

Annual incentive

Job summary

Citi Solutions Center Poland is seeking an experienced leader for the EMEA Financial Institutions Client Experience Team. You will manage a team of Service Officers, drive client-centric service delivery, and govern cross-functional initiatives across Product, Operations, Technology, and Compliance.

The role emphasizes leadership, risk management, stakeholder engagement, and continuous improvement to enhance client outcomes and operational efficiency within a hybrid work model.

Qualifications

Experience leading customer service teams in financial services.
Proven ability to lead, motivate and develop high-performing teams.
Strong written and verbal communication across all levels.

Responsibilities

Lead, coach and develop a team of Service Officers to high performance.
Manage staffing, workload distribution and resource planning.
Drive engagement, succession planning and change management.
Oversee client relationships and ensure service levels exceed expectations.
Monitor KPIs, quality, and turnaround times; drive process improvements.
Maintain a strong control environment and regulatory compliance.

Skills

Customer service management

Leadership

Communication

Client relationships

Coaching

Operational risk

Stakeholder engagement

Data-driven insights

Process improvement

People development

Job description

The role emphasizes leadership, risk management, stakeholder engagement, and continuous improvement to enhance client outcomes and operational efficiency within a hybrid work model.

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