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TTS ASU Client Onboarding Senior Manager - VP

Warsaw, Poland

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.

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Success Profile

  • Customer focused 10
  • Enthusiastic 8
  • Quick thinking 10
  • Adaptable 9
  • Efficient 8
  • Digitally savvy 10

Additional Traits

  • Collaborative
  • Curious
  • Detail oriented
  • Goal oriented
  • Good listener
  • Patient
  • Problem Solver
  • Responsible

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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

How did you begin a career in customer service?

I’ve always been the type of person who loves helping and caring for others. That’s what customer service is all about. so I thought it would be a good fit! I started here at Citi because it also helped me get through college. The flexibility and hours available to work at night immediately made it an appealing environment for me along with the tuition reimbursement. My father and sister worked here at Citi before I did, and that’s how I heard about this job.

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

Can you tell us a little about yourself and your background?

I have worked in Customer Service since my first job at age 14. I grew up and live in Northern Kentucky and I have a 3-year-old son.

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

Can you tell us a little about yourself and your background?

I am an accidental banker with no background or family member in the banking industry. In fact, what led me to being a banker was a customer service job in BPO. Having worked in the customer support function, I developed immense interest in customer service and was keen to move to a customer-facing function or a role on the front-end giving me the opportunity to interact with customers.
I joined Citi in 2006 and have since been associated with this brand and worked in multiple functions across multiple locations. I currently manage Citi’s flagship branch in Bangalore City. I have over 15 years of experience in customer service and banking. I hold a postgraduate degree in business management. Travel, music, and food are my passions.

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

Can you tell us a little about yourself and your background?

I’ve lived in Arizona most of my life and I’m married with three kids. I’ve worked a lot in customer service and related roles. Before working in Citi, I was self-employed as a financial advisor.

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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Benefits

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  • Healthcare

    Your Citi health benefits are a valuable part of the rewards of working at Citi. Specific coverage varies by country.

  • Insurance

    Citi provides a basic level of life insurance coverage, as well as the opportunity to enroll in additional coverage.

  • Retirement Savings

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  • Well-being

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Career Path - People Manager
Career Path - People Manager
Career Path - Core Infrastructure
Career Path - Core Infrastructure

Responsibilities

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Job Purpose:

The role is part of the TTS Client Operations Account Services Management team and is responsible for the day to day operational and client support activities within Account Services in the EMEA region.
The Account Services Unit is responsible for the opening, maintenance and closure of all client cash accounts globally which forms the basis of the majority of our ICG client relationships and product offerings. The regional team consists of ~150 FTEs of direct and extended workforce located across the region.
He / She will be responsible to manage a team of both direct and matrix reporting staff and will be required to provide leadership and subject matter expertise, to simultaneously manage day –to-day operations and build capacity to take on new business.
He/she will be required to develop and foster a robust, highly control focused environment, and to look for areas of continuous improvement from a process efficiency and client satisfaction standpoints. Significant and consistent client experience improvement measured via our VoC (Voice of the Customer) surveys will be a key indicator of success for this role, especially as it relates to our top tier global clients, which will be serviced and supported out of this group.
This is a middle management role requiring full collaboration with peers and management in designing and implementing programs to improve client satisfaction , operational efficiency and team effectiveness.
He/She must be able to build strong partnership with key internal and external stakeholders and clients to drive the vision of the EMEA ASU organization and strategy of the business, ensuring continuous optimization of the Account Services processes.

Job Background/context:


Citi Treasury and Trade Solutions Group provides integrated cash management and trade finance services to multinational corporations, financial institutions and public sector organizations across the globe. Citi Digital Working Capital, with its full range of digital and mobile enabled platforms, tools and analytics, continues to lead the way in delivering innovative and tailored solutions to its clients. It offers the industry's most comprehensive suite of treasury and trade solutions, including cash management, payments, receivables, liquidity management and investment services, working capital solutions, commercial and prepaid card programs, trade finance and services
Transformation of the ASU is a priority Must Win Battle for the TTS Business The role requires the individual to form effective working relationships in the region with key clients and stakeholders – Product, Technology, Coverage etc. The individual is required to have a strong and detailed understanding of end to end operations and act as the client advocate.

Key responsibilities:

  • Leadership of the Account Services Ops Support and Top Tier Client Support Unit regionally.
  • Build strong and effective relationships with key regional partners in TTS Sales, Coverage, Product and Technology organisation.
  • Actively participate and lead the development and successful implementation of key process efficiency, client experience and risk and control initiatives within the region
  • Drive effective implementation of clear SLAs (Service Level Agreements) and ensure that service is consistently delivered as agreed in SLA’s, to the required level of performance and quality. Managing risk is also a critical aspect of managing service delivery.
  • Develop a framework of a mutual commitment to meeting evolving business requirements and adapting to changing circumstances. Treat change as an opportunity to improve / streamline service and controls.
  • Promote and build dedicated client focus within your teams. Lead critical client service reviews, improving and maintaining high client satisfaction
  • Ensure work is completed at the appropriate risk, regulatory, cost and quality profile, by leading teams both at direct as well as matrix reporting levels (where applicable)
  • Evaluate and adjust work output provided by Citi’s extended workforce partners. Manage 3rd party risk.
  • Accountable for establishing and regularly testing the effectiveness of the risk and control disciplines for all processes.
  • Accountable for enhancing the risk and control environment for processes in line with the changing business and regulatory environment.
  • Keep abreast of all Regulatory and Industry changes. Plan and solution for these changes. Determine client impact and develop plans to ready them for change.
  • Assist in obtaining clean audit results, both internal and regulatory
  • Identify and lead execution of key technology initiatives that maximize the impact of investment dollars towards operational efficiency, enhanced controls and client satisfaction.
  • Effective management of resources to ensure capacity is appropriate, budgetary commitments are considered and business needs are met.
  • Ensure a robust approach to performance management including goal setting, performance measurement, appraisal and personal development plans.
  • Build and foster a high performing team
  • Develop talent / high performers to support future growth plans and fill critical operating roles.
  • Create and maintain strong team effectiveness strategies focused on core skill building and performance management.
  • Ensure full staff engagement via effective and continuous communication, transparency, guidance and collaboration
  • Collaborate with peers in other regions to ensure appropriate levels of commonality are achieved and best practices are shared and adopted.
  • Ownership of key strategic projects

Development Value:

  • Member of the EMEA TTS Client Operations Account Services Management team
  • Exposure to complex and fast paced challenging environment
  • In-depth knowledge of TTS Account Services activities and their impact to all downstream functions and services
  • Visible management role with exposure to regional and global stakeholders

Knowledge/Experience:

  • Minimum 8 years of financial services experience with 3 years in mid- management roles
  • Ability to implement, drive & comply with all required controls, governance & policies.
  • Proven ability to execute
  • Proven ability to build and lead successful teams
  • Detailed understanding of the TTS business (highly preferred)
  • Strong technical knowledge of TTS Products and regional regulatory requirements (highly preferred)
  • Experience in leading complex projects and initiatives to enhance operational effectiveness and client experience
  • Demonstrated ability to interact with senior management and clients
  • Proven ability to meet new challenges, assimilate new information and to influence people to get things done
  • Experience in leading the execution of cost saving initiatives
  • Proven ability to handle complex issues, operational contingencies and recovery plans
  • In depth knowledge of Citi Policies and Regulations
  • Previous project management experience preferable

Skills:

  • Leadership and management of operational and client facing functions
  • Strong customer service mind-set with skill to instil a client centric culture within the ASU Team
  • Excellent verbal and written communication skills required to negotiate with internal and external business and functional partners
  • Excellent customer interaction skills
  • Excellent problem solving skills, inclusive of articulation of complex queries
  • Good organizational skills with the ability to work under pressure and prioritize within aggressive deadlines
  • Ability to drive and implement change
  • Self-motivated
  • Resilient
  • Structured and crisp in approach
  • Excellent interpersonal skills
  • Creative and resourceful problem solving
  • Ability to translate business strategies into actions and execute against them
  • Ability to manage and support TTS Sales, Coverage, Product and Technology & Client Operations stakeholders
  • Impeccable integrity and judgment

Competencies:

  • Service orientation, professionalism, proactiveness and strong client focus.
  • Ability to work effectively in situations requiring analytical, interpretive, and problem solving techniques
  • A detailed and independent thinking style.
  • Strong interpersonal and verbal/written communication skills.
  • Strong influencing and negotiation skills; ability to build and maintain effective networks and relationships.
  • Strong team working skills.
  • Strong people, process and business focus.
  • Effective management of complex decision making
  • Positive and dynamic attitude to work
  • Proven ability to coach and develop talent
  • Ability to work as part of and contribute to a high performing management team
  • Driven, resilient and tenacious, able to apply the learning from set-backs or challenges to good effect
  • Ability to create a positive culture in line with the O&T Operating principles
  • Execution focused, overcomes obstacles and minimizes bureaucracy
  • Demonstrates commitment to diversity, internal mobility and employee professional development

Qualifications:

  • Bachelor degree in Business or other relevant discipline.
  • Previous line management experience in a related role in the financial services arena
  • English language (required)
  • Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - PL

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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