Customer Service Senior Manager

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Job Overview

The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with relevant partners. The overall objective of this role is to drive the seamless delivery for a relatively large Commercial Card Ops team

Responsibilities:

• Be accountable for the Commercial Cards Application Processing & Maintenance function
• Drive and manage Operational projects and initiatives for the function, working closely with stakeholders to deliver industry leading metrics, efficiency and deliver best-in-class Service.
• Be client-facing as appropriate, representing the business and Citi to best effect
• Perform MCA for functions and ensure flawless adherence to controls
• Ensuring effective measures and metrics are in-place to monitor operational performance (KPIs, KRI’s, TATs) and work across the matrix to address and resolve issues and gaps.
• Work with vendors to drive efficiency and align processes and controls and share best practice
• Drive process and operational improvements, creating an environment that continually enhances the business
• Maintain effective relationships with colleagues, management, internal/external clients and stakeholders
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding the firm, 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.
• Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost/benefits, make recommendations, develop and oversee implementation plans
• Demonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge
• Provides evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolution
• Negotiate solutions and acts as a liaison with internal and external customers, as necessary
• Responsible for delivery of end results, shared responsibility for budget management and accountable for resource planning
• Ensure essential procedures are followed, contribute to defining standards
• Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectations

Qualifications:

• 10 - 12+ years of experience in a related senior level role with experience in Cash operations / Commercial cards and management and managing a medium -  big size team
• Experience interacting with large corporate and government clients
• Consistently demonstrate clear and concise written and verbal communication
• Well versed with NAM Regulatory framework
• Candidate must have good knowledge in Cards Application Processing, KYC, TYSYS Maintenance management
• Well versed with NAM Regulatory framework
• Good understanding of Commercial Cards life cycle
• Must have excellent good Analytical skills & eye for detail
• Proven track record of driving change and transformation in Client Experience and Operational workflow
• Have very good understanding cards / TYSYS system
• Collaborate with other clusters to adopt / impart best practices
• Proven experience in creating and implementing processes that result in improved business performance
• Effective verbal and written communication and analytical skills

Education:

• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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Primary Location:

5800 SOUTH CORPORATE PLACE

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Primary Location Full Time Salary Range:

$87,600.00 - $131,400.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Aug 20, 2025

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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