Financial Institutions Regional Service Manager (Hybrid)

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in communications and problem solving.

Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters. 

Team / Role Overview

This is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Excellent communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

What you will do:

• Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end across geographies and products.
• Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
• Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes.
• Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique requirements.
• Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners.
• Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider.
• Provides support and guidance to service partners to ensure a seamless client experience across regions.
• Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners).
• Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
• Acts as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities

What we'll need from you:

• Extensive relevant experience
• Previous experience in client facing level 1 tech support or client service Excellent attention to detail and strong problem solving skills
• Excellent interpersonal and verbal & written communication skills
• Ability to thrive in a high volume team environment
• Ability to educate clients on navigation and functionality in a virtual environment
• Experience working directly with clients
• Ability to analyze potential issues, document the relevant details and escalate to the appropriate tech/product/etc.teams
• Excellent organizational, time management, and prioritization skills

What we can offer you

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

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 energised to join us, motivated to stay, and empowered to thrive.

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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