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Global TTS P&R Service Readiness Lead

Dublin, Ireland

Job Req ID 22488640
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Overview

Our employees are energetic and dedicated individuals who work in a fast-paced and challenging position that relies on the ability to think and react quickly, formulate creative solutions to pressing problems, and serve clients with dedication. Our employees serve as the human voice and personality behind the Citi brand as they provide quality customer service with each and every client interaction.

Success Profile

  • Customer focused
  • Enthusiastic
  • Quick thinking
  • Adaptable
  • Efficient
  • Digitally savvy

Glassdoor Reviews

“Great retention and advancement opportunities with Citi. The company is committed to increasing customer excellence – both internal and external.” Mortgage Default Collections, Florence, KY
“Great pay, benefits, flexibility! I've been with the company since 2000, relocated to different locations and love my job.” Customer Service Representative, Jacksonville FL
“Company strives to not only provide the best customer service but also strives to provide a great environment for their employees and provide employees with services to keep them happy as well.” Customer Service Representative, Boise ID
“Professional environment, actual care and concern for the clients and customers, fantastic benefits, amazing ways to give back to the community.” Call Center Customer Service Representative, Gray TN

Responsibilities

  • Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

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TTS Service Innovation and Readiness (SI&R) Global Channel Testing & eadiness team focuses on creating a competitive advantage for our business by ensuring the delivery of best-in-class client experience as it relates to new banking products and services. The Global Project Lead is a strategic professional who collaborates with cross functional subject matter experts to develop trategies, proactively identify business readiness risks and ensure products are launched and supported at the regional and country level. This will include collaborating on approaches such as process development, capability development, training, ‘go-live’ planning. The Global Project Lead drives global key projects that enhance the overall Client Experience and identify opportunities to implement improvements in processes which enhance the overall client experience. This Global Project Lead may be leading initiatives such as Client Operations query volume reduction, new products and services, platform upgrades, migrations, infrastructure changes, regulatory-driven changes, and internal SME/Consulting support. The role requires basic commercial awareness.  Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas.  The Project Lead provides advice and counsel related to the operations of the business. Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

Responsibilities:

  • Plan and manage global, multi-faceted, complex projects and initiatives at the same time
  • Develop strategy and prepares, maintains project plans outlining deliverables, milestones, critical path items and actions
  • Work with global stakeholders to understand the impact of the Digital, Cash & P&R products on cross functional teams and prepare them ahead of product launch
  • Owns project goals leveraging expertise to inspire a sense of shared purpose within the project team
  • Assesses project risk potentials and discover potential problems before they occur
  • Identifies and where required amends the approach to the context and constraints of each project
  • Identify key business driver opportunities and lead initiatives to reduce client inquiries with focus on Digital Day 1 for P&R global applications and processes
  • Exhibits knowledge and expertise in the products and capabilities of the business, mostly focused on P&R applications and processes behind that.
  • Drives end results of the project and provide input from the client’s point-of-view during all phases of the projects, focused on Global P&R front, including ISO20022, Instant Payments, Express, Virtual Accounts and other key programs
  • Applies a proactive approach in routinely tracking project deliverables against project goals and submits clear and concise activity/progress reports
  • Conduct post project reviews and apply lessons learned to future projects
  • Manage global communications and host training sessions
  • Work on awareness material and Training documents
  • Analyze customer service data and client feedback to identify opportunities to address client needs
  • Manage and align to the P&R readiness governance model to ensure timely delivery of internal communications as well as helping product in outreach to clients
  • Articulates problems, bring the right people together to solve problems and know when the problem has been properly addressed and closed
  • Proactively identify and follow escalation processes for issue resolution
  • Provide execution support as necessary to support the technical upgrade / migration including the
  • management of the rollout, coordination of updates and information flows to functional partners
  • Provide analytical support of client setups in order to dimension the impact of product commercialization to clients across geographies and the impact to support staff
  • Coordinate review and validate client analysis with functional partners as necessary
  • Ensure all global activities are aligned with Treasury and Trade Solutions Project Management standards
  • Develop business requirements to implement technical solutions to drive productivity, mitigate risk and promote operational efficiencies
  • Manage and support team initiatives, such as process re-engineering/automation, and drives business results
  • Work on Service model standardization with focus on 24x7 availability, Global, regional and country needs.
  • Act as main SME and Lead for readiness workstreams in global programs like ISO 20022, Instant Payments, Express, Virtual Accounts, Payer ID, and others. 
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
  • Drive process and flows standardization globally, using tools like Blueworks and applications available under Citi offering
  • Support PMO or business office functions and deliverables as needed
  • Manage vendor resources as needed


Qualifications:

  • Relative project management or banking experience is an essential.
  • Proven superior project management and process mapping skills – ability to translate complex business need into a well-controlled, yet simple solution, whether technology or process based.
  • Critical thinking and problem-solving skills with attention to details.
  • Understanding of the client journey from setup to service support and ability to keep the client experience and expectations in mind through all phases of a project.
  • Ability to identify and communicate risk issues, concepts, and mitigations/solutions effectively.
  • Lead change in an effort to continually improve client reporting processes Can make decisions and strategically execute.
  • Experience and knowledge of TTS products, technical projects, systems integration, technical applications and setups, mostly on P&R and Cash field.
  • Demonstrated ability to build effective collaborative relationships that culminate in a delivery track record.
  • Flexible with proven ability to conform and successfully managing shifting priorities, demands, timelines while delivering consistent, high quality.
  • Excellent written and verbal communication skills with the ability to turn complex messages into effective and succinct communications and adapt delivery to target audience.
  • Proven leader with strong interpersonal, analytical, negotiating, influencing, decision making and conflict resolution skills.
  • Demonstrated ability to manage multiple small to large projects and initiatives.
  • Solid organizational skills with the ability to work well under pressure, respond to tight deadlines and exercise excellent judgement in setting or adjusting priorities in a fast-paced environment.
  • Goal oriented, self-starter, and strong team player with the ability to operate independently.
  • Ability to work and lead in a matrix, cross functional and virtual setting, in different regions / countries.
  • Experience and knowledge of Client Servicing preferred.
  • Proficient in MS Office applications (MS Excel, Powerpoint, Word, Visio, Project) and SharePoint.
  • Knowledge of Payments & Receivables products is a plus.


Education:

  • Bachelors/University degree, Master’s degree preferred
  • Agile Certification is a plus
  • Fluent in English; Spanish preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Customer Service

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Job Family:

Institutional Client Management

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Time Type:

Full time

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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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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  • Join our team
    of 220,000+
    strong diverse employees

  • Socially minded employees volunteering in communities across 90 countries

  • Meaningful career opportunities thanks to a physical presence in over 95 markets

We foster a culture that embraces all individuals and encourages diverse perspectives, where you can make an impact and grow your career. At Citi, we value colleagues that demonstrate high professional standards, a strong sense of integrity and generosity, intellectual curiosity, and rigor. We recognize the importance of owning your career, with the commitment that if you do, we promise to meet you more than half way.

See what it’s like to work in Customer Service

  • Find out more about Customer Service job opportunities at Citi and hear from our employees as they share some of their innovative work and projects that help shape progress around the world.

Success Stories

Get inspired and hear what employees who started their careers in Customer Service have to say about Citi

Erica Selvic

Erica

Escalation Specialist 5
Tenure at Citi: 10 years

Learn more

What does your day-to-day job entail and what do you like most about it?

My day-to-day job entails speaking with escalated customers by phone. My job consists of reviewing customer accounts and making decisions based on specific account scenarios. As a phones supervisor, what I like most is having the entitlements to help the customer if the situation warrants it or their account qualifies. I also deal with a lot of one-off situations that aren’t very common, which makes the job interesting, too.

What do you enjoy most about your role?

What I enjoy most about my job is the ability to reassure, calm, and care for upset customers. I really enjoy making customers feel valued, acknowledged, and appreciated, even if I can’t always give them what they want. It’s extremely satisfying making someone who was angry, happy by the end of the call.

What skill set does someone working in this kind of area need?

To perform this role, you have to be an excellent communicator and phenomenal listener. You must work well under pressure, and have excellent time management. You must be confident, firm, and assertive in all situations.

What advice would you give to someone looking to break into a career in customer service?

Always use positive language, be a leader, and learn from your mistakes!

Where can a career at Citi take you?

It can take you so many places! You can do management, training, project management, and so much more; you don’t have to just be on the phones. There are many opportunities to explore!

What makes Citi a good place to work?

Citi is a good place to work because they are committed to a work-life balance. Citi is flexible with shifts offered, whether you’re a student or new parent. The pay is extremely competitive and the benefits like vacation time, health insurance, and tuition reimbursement are all added bonuses. Citi really takes care of its people.

What is the culture like at Citi?

The culture at Citi is one of the most diverse, collaborative, inviting, and personal I’ve ever experienced. The people you work with are going to be the main reason you want to stay!

Megan Schneider

Megan

Citigold Customer Service
Tenure at Citi: 3.5 Years

Learn more

How did you begin a career in Customer Service?

I worked in the restaurant business until I started at Citi in 2014. I worked my way up to management.

What does your day-to-day job entail and what do you like most about it?

Citigold agents follow through with clients from beginning to end. We solve multiple complex problems every day.

What do you enjoy most about your role?

I really like interacting with people from all over the world. I like solving complex problems presented by our clients.

What skill set does someone working in this kind of area need?

Patience and understanding are very important. When speaking with a client, you never know what is happening in their life. You need to be sensitive to their needs.

What advice would you give to someone looking to break into a career in customer service?

Don’t give up. It will seem hard in the beginning, but once you get into the swing of things it will come more easily.

Where can a career at Citi take you?

Not only can you climb the ladder within Citi but your experience here could help you with future career opportunities you may have outside of the banking world.

What makes Citi a great place to work?

Great work-life balance, amazing benefits, and vacation time.

What is the culture like at Citi?

The culture is very diverse. I also love the culture within our teams. It is like having another family at work.

Nandish Prabhakar

Nandish

Branch Operations & Service Head
Tenure at Citi: 11 years

Learn more

How did you begin a career in customer service?

My journey with customer service began early in my work career when I used to work for the phone banking division of Citi, where providing the highest level of care to problem solve for customers was the top priority. It meant I was talking to very happy customers, upset customers, frustrated customers, etc. What I loved the most was solving customers’ issues smoothly and leaving them satisfied or even happier than when then originally called. I’m thankful I got an opportunity to make customers feel valued – irrespective of the situation.

What does your day-to-day job entail and what do you like most about it?

On a typical workday, I am responsible for overseeing a team that provides a comprehensive client service. The primary focus is on enhanced service excellence to Citibank customers across client segments and channels of delivery, and seamless execution of retail banking solutions that are within a controlled environment. Primary responsibility includes managing the level of service quality to ensure high-quality customer satisfaction in all aspects of retail branch banking processes & procedures.

What do you enjoy most about your role?

I love it when you take an unhappy customer who might be at the point of giving up and turn him/her around to a happy customer that is ready to give you another chance. I enjoy the people I work with. It is a fun and friendly atmosphere and I actually look forward to going to work every morning.

What skill set does someone working in this kind of area need?

  • Patience
  • Listening
  • Attentiveness
  • Clear communication skills
  • Knowledge of the product
  • Ability to use positive language
  • Time management skills.
  • Ability to read customers
  • Goal oriented focus
  • Persuasion skills
  • Willingness to learn
  • Most importantly - Empathy

What advice would you give to someone looking to break into a career in Customer Service?

Today’s competitive environment revolves around the “customer,” where customer is the king and choices are many. Everyone today is selling something – product, service, idea, etc. However the key differentiating factor is how you handle the customer and the level of service that is provided. Inability to provide utmost satisfaction to the customer cannot lead to a long association with the products that the franchise has to offer.

If you enjoy working with people and thrive on making others happy, a career in customer service could be exactly what you need to fulfill your ambitions. There are customer service jobs available in almost every industry. With the right skill set and the desire to help people, you’ll find a variety of different job options to consider. You’ll also have the opportunity for job growth and will be able to move up the career ladder.

Where can a career at Citi take you?

The customer service career pathway prepares you for a variety of positions that involve problem solving, meeting the needs of clients, and working with large diversified teams. Beyond the opportunities for personal growth, the road to and through customer service can lead to career advancement.

Some next-step roles may include:

  • Management/Supervisory roles
  • Product Development/Marketing Department
  • Sales Positions
  • Training & Development
  • Compliance

What makes Citi a great place to work?

I believe people and a firm's culture are very important in one's decision to work at a certain company. I think I would say that what makes Citi really unique is its diversity and the ability for employees to collaborate and innovate. Our leadership is exceptional and the connection with all employees in the organization across levels is something we admire. We have 200 years of legacy, experience, and brand value that no other company can offer.

What is the culture like at Citi?

A truly strong culture that offers mutual support, promotes trust, rewards employees' efforts, and ensures that employees know their work is meaningful. This is clearly visible in our mission to “serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress” and how all employees are aligned to this.

Eric Weigand

Eric

Billing Disputes Expert
Tenure at Citi: 2 Years

Learn more

How did you begin a career in customer service?

I first started working in customer service in retail. I spent a lot of time helping people find things and answering questions about products. I learned early on that sometimes people don’t know what they need, so it’s important to ask questions and get to know your customer a little.

What does your day-to-day job entail and what do you like most about it?

My day is spent reviewing disputes with our card members and helping them understand the current status of their dispute. Educating our card members about their disputes is very important, as it’s a confusing process. I like the challenge that is presented. Every call is different and finding the solution can sometimes be more complicated than it appears.

What do you enjoy most about your role?

Every call, even calls about the same kinds of disputes, can be different. This can keep the calls fresh and prevent you from settling into a boring humdrum of repetition. The people that I work side-by-side with are great.

What skill set does someone working in this kind of area need?

Patience and empathy. A lot of calls are from people who don’t understand the process and want to know why a charge was put back on their account. We have to take the time to understand their point of view and educate them on the best path to take to move the dispute forward.

What advice would you give to someone looking to break into a career in customer service?

Don’t take things personally. You’re going to occasionally get a call where someone is mad and they are yelling. These people are mad at a situation, not at you. Also, if you don’t know the answer, take the time to ask someone.

Where can a career at Citi take you?

Citi is full of opportunities! There are many different departments and various opportunities to move up. Work hard and stick with it and you can achieve any kind of goal.

What makes Citi a good place to work?

The environment at Citi is great. There’s a certain solidarity in Citi amongst everyone. Also, hard work pays off and is recognized.

What is the culture like at Citi?

Citi cultivates a culture of oneness and respect. I can talk to anyone from anywhere in the country in Citi and get the sense that we’re on the same team. I’ve seen this company bend over backwards to go out of its way to help its employees and accommodate them. There’s a very real sense that Citi cares.

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