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Account Manager Team Lead

Warsaw, Poland

Job Req ID 22476615
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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

Securities Services Overview

Securities Services is a key business covering Global Custody and Funds Services products, providing services to a variety of institutional clients, both, global and regional importance to the firms’ franchise.

Maintaining high levels of customer satisfaction with products’ operational delivery is at core of these products. Client Service plays a pivotal role by being responsible for leading client delivery teams as well as partnering up with all stakeholders including Client Executives, Product and wider Operations and Technology organisation to drive service performance, develop specific client initiatives and implement service strategy.

Team/Position Overview

The candidate will play a pivotal role leading a team responsible for service delivery to clients on a day to day basis. They will be required to build and lead a team responsible for creating a single point of ownership of the Operational Service book of work, drive sharp delivery of SLAs, building a team of Account Managers positioned to become a voice of a client and grow into becoming client’s service partner in delivery of operational efficiencies or operational process re-engineering. To achieve this, they will be responsible for driving service performance through strategic or client specific initiatives and partnering with the business and Operational service teams throughout. The role will require the candidate to collaborate with all regional stakeholders to ensure are fully aligned in execution of Service strategy

The successful candidate will also act as the primary contact for assigned clients for operational service related escalations and in conjunction with the Client Executive (CE), will be responsible for ensuring that Citi is delivering a best in class client experience and for implementing an appropriate service delivery governance structure focused on proactive client management. It is within the remit of the Account Manager role to act as an advocate for the client within Citi.

Key Responsibilities

  • People management responsibilities for the team of Account Managers based in Poland supporting clients across multiple products in EMEA
  • Drive culture change for the team of Account Managers to become a single point of ownership for operational service issues across BAU escalations and complex issue resolution and also to identify opportunities to improve service through analysing repetitive operational issues, client setup,  client/CE/product feedback vs competitors and other information
  • Build out team of Account Managers to own and maintain knowledge of clients’ Operational setup, operating model and operational contacts
  • Ensure Country Service team has effective client coverage model for all key clients
  • Positively contribute to the Account Management strategy execution at a country and regional level
  • Support team to build long-term collaborative relationships with key Investor Services clients and act as trusted advisor on operational matters
  • Manage accountability in maintaining up to date key Account Manager tools, submissions, information capture systems
  • Implement and monitor required policies and controls within the team
  • Lead resolution of escalated operational and service issues in path to green, ensure each team member maintains and updates log of the client operational issues on a timely basis, including owner and ETA
  • Own Operational site due diligence visits, audit schedule, operational workshops and their agenda and follow-ups for the team and stakeholders
  • Utilize Client and Process knowledge to champion innovation and challenge manual / bespoke / inefficient processes to drive the SSO strategy of scalability with a view to ultimately reducing operational risk and increasing the efficiency of the Clients Operations processes
  • Assist with the oversight of significant client initiatives from an operational perspective and co-ordinate client changes for non-contractual change clients
  • Champion client coordination, feedback and timelines in rollout of operational changes, new functionality, regulatory changes or any other changes impacting assigned clients and own operational service plans capturing solutions to significant issues and proactive initiatives and jointly discuss with clients on a periodic basis
  • Support and lead internal virtual team meetings creating a consistent client focused culture and efficiency mind-set across Citi teams
  • Support Sales/CEs in pre-RFP information requests and client due diligence sessions
  • Support and lead internal virtual team meetings creating a consistent client focused culture and efficiency mind-set across Citi teams
  • Own client service review meetings ensuring quality MI are presented. Share service review results internally and ensure any resulting action items are managed to conclusion
  • Establish and lead regular calls with assigned clients to review operational issues log and MIS
  • Solicit feedback from the client on a regular basis re client sentiment and drivers behind any amber/red returns. Identify clear path, owner and target date for return to green
  • Maintain client signature lists and client statutory documents. Ensure accurate and timely KPIs/SLA metrics are delivered
  • Ensure timely resolution of credit related transactional issues
  • Monitor aged receivables and lead conversations with the clients to close out aged billing items
  • Adhere to the Account Management escalation policy for any significant issues where others outside of Account Management need to be made aware of the issue, steps to resolution and notification of closure
  • Ensure clients receive notices and updates on all planned changes, including Citi driven, client driven and regulatory driven change. Ensure clients are fully operational and satisfied post go-live
  • Completion and review of scorecard metrics with relevant Ops/product/CE partners for assigned clients

Experience and Skills

  • Degree preferred, preferably in a business discipline.
  • 7+ for VP role years of experience in a global financial institution with broad end to end understanding of the Securities Services products to including Fund Accounting, Transfer Agency, Middle Office, Global Custody and Direct Custody.
  • Previous experience in client facing role essential.
  • Must demonstrate strong communication skills.
  • Enthusiastic with strong presentation and interpersonal skills.
  • Thorough knowledge and familiarity with Microsoft Word, Excel, PowerPoint and Outlook required.
  • Strong analytical and problem solving skills.
  • Continuous improvement mindset and experience.
  • Strong team player with excellent attention to detail.
  • Good understanding of current and upcoming industry regulations.

Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.

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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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    strong diverse employees

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  • 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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