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Regional Client Migration Project Manager (EMEA)

Warsaw, Poland

Job Req ID 22498269
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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

Do you thrive in driving change? Are you looking for a job that will continue to offer you new, exciting and very visible projects to work on? Would you like the opportunity to help mold a new global team from scratch? If so, read on…

Overview

Citi is one of the world’s leading global banks serving 90% of the Fortune 500 companies. Our global network spans 97 markets serving clients in more than 160 countries and jurisdictions. We provide a broad range of financial services and products to our clients to help them meet their biggest opportunities and face the world’s toughest challenges. This specific role sits within our Client On-Boarding Team which is part of our Treasury and Trade Solutions (TTS) function within our Institutional Client Group (ICG).

This specific job positing is exciting, it’s an opportunity to come in and be part of a brand new global team that hasn’t existed before at Citi. We are looking to build a team of highly versatile talented individuals across the globe that can help Citi and our clients manage change. These could be regulatory / market-based changes which have a direct impact on how clients initiate payments with us (e.g. impact of Brexit or SWIFT moving from MT to MX (PACS) messaging) or it could be that Citi ourselves are trying to retire legacy technology and products and move clients to new technology and newer products. Whether it is regulatory driven or Citi driven, where there is a client impact, we want to build a team specifically to assist clients through whatever the related client migration activity might be.

What Will You Do?

This is an individual contributor role that will report directly to the Global Head of Client Migration Projects. Your main responsibilities will consist of:

  • Playing a leading role in your region (EMEA / APAC / NAM / LATAM) for executing any Client Migration Programs that are Global in nature. There may also be opportunities for cross-regional engagement depending on the projects that are running.
  • Where a Client Migration Program is unique to your region, you will take the lead in partnering with your regional Product and Technology peers to understand the pipeline of client migration programs, understanding specifically what our clients are going to need to do, by what deadline and specifically what we need to do to support the migration.
  • Build effective plans for each client migration program to cover client communications, engagement, client DEV / SIT / UAT / QC testing windows, tracking & reporting progress, tracking issues & defects, resource planning, etc.
  • Create process documentation to clearly articulate the execution requirements for our teams to follow internally for each individual client migration piece of work.
  • To support your Client Migration Programs, we will have an outsourced vendor team that you will be able to tap in to for regional resourcing requirements as necessary. Where assigned to you for your Client Migration Program, you will provide the oversight and guidance of the vendor-based team to support the required client migration execution work.
  • Provide regular reporting and updates to senior management and internal partners on all in-flight client migration programs.

Who Are We Looking For?

We are conscious that we are building out this role and team for the first time, so we are open minded and would like to have people apply from a diverse range of backgrounds. There are however some key attributes which we think would give you the best foundation to becoming successful in this role:

  • Great communicator – must be comfortable speaking with people of varying levels of seniority and technical knowledge both internally and externally (this will be a client facing team after all!)
  • Technical acumen – you don’t need to be from a technology background but you need to be able to be comfortable diving into technical discussions, understanding technical documentation, solving technical problems
  • Adaptability and a fast learner – Client migrations programs will span different products and different jurisdictions, so there will always be new things to learn as no one client migration program will likely ever be the same
  • Program / Project management – Experience in governing large pieces of work – planning & execution
  • Process Driven – Can build & document processes from scratch and constantly evolve them to improve our client migration framework
  • Bonus points if you have any of these skills / experiences: System integration – getting systems speaking to each other, XML – a familiarity with the message formats especially in the payments domain, general knowledge of treasury and cash management (payments, receivables, digital banking, corporate cards, trade finance).
  • Types of jobs you may have done previously that make you a good candidate (but not limited to): Project / Program Manager, Business Analyst, Technical Consultant.

What’s in it For You?

You will touch a wide range of products and get to interface with a great network of talented individuals across multiple functions (Product, Sales, Technology, and Operations) and geographies (we are present in over 90 countries!) – so this is a role that can open a lot of doors in terms of onwards career opportunities. We are big believers in mobility and pushing people forwards in their careers.

We also provide a lot of flexibility – there is no ‘clock-in’, ‘clock-out’ we let people manage their work around their lives and currently have a hybrid approach to office presence (3 days in the office, 2 days where you like). Other key benefits include:

  • Live Well, Stay Healthy – Citi provide programs and services for your physical and mental well-being, including private healthcare.
  • Paid Parental Leave – We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families.
  • Save Well, For Now and Your Future – We empower our employees to manage their financial well-being and help them plan for the future with our pension scheme.
  • Keep Learning – Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge.
  • Be Well, Take Time Off – We have a variety of programs that help employees balance their work and life, including generous paid time off packages.
  • Support Your Community – We offer our employees resources and tools to volunteer in the communicates in which they live and work.

So now that you have read a bit about Citi, the role, what we are looking for and the benefits you will get – if it still sounds good click to apply today! We look forward to hearing from you.

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Job Family Group:

Customer Service

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Job Family:

Institutional Client Onboarding

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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

Apply Now
  • 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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