Job Description

The Customer service Manager is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Job Purpose: This individual will serve as a senior contact for key Citi Commercial Cards clients responding to overarching servicing and operational issues. Providing accurate timely updates to the client, managing the oversight and escalation of the delivery of the client requests and focusing on proactive service management ultimately strengthening the client experience. Job background/ context: Day to day processing and servicing needs of the Client base across multiple countries. The Service Manager will be responsible to act as the interface into Citi to ensure the clients are informed and their expectations are delivered on The role will also involve delivering on appropriate regional projects
Responsibilities:

• Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
• Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client\xe2\x80\x99s advocate, anticipating client needs, and developing client confidence in Citi\xe2\x80\x99s products and processes.
• Work closely with CSOs and internal teams on our Client at Risk process & support escalation resolution as necessary to facilitate timely resolution
• Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client\xe2\x80\x99s business and unique requirements.
• Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners.
• Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider.
• Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners).
• Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
• Acts as client advisor in the client\xe2\x80\x99s interest while driving cross-regional & cross-functional process improvement opportunities.
• Manages the internal Client at Risk process & supports escalation resolution as necessary to facilitate timely resolution.
• Develops end-to-end capability, infrastructure & process improvement plan to support improved quality service.
• Partners with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies.
• Lead regular calls with service review meetings with clients
• Ensure adherence to all departmental standards/KPI\xe2\x80\x99s and ensure a pristine control environment maintained at all times.
• Conduct client-facing projects to help our clients become more efficient and lead reengineering projects to strategically enhance client experience across all clients
• Drive metrics and participate in communication sessions with all partners

Development value:

• Proactively managing a portfolio of client service relationships and ensuring clients are satisfied with and trained on TTS commercial card products and services
• Maintaining a detailed understanding of the client\xe2\x80\x99s profile while adhering to agreed service levels and leading regular service reviews to ensure client satisfaction
• Acting as client advisor in the client\xe2\x80\x99s interest while driving cross-regional & cross-functional process improvement opportunities
• Managing our internal Client at Risk process and supporting escalation resolution

Knowledge/ experience:

• Past experience interacting with clients, senior management and Project Management
• Good TTS commercial card product knowledge, including a detailed understanding of product functions, operational structure, & support processes

• 5-8 years of Customer management experience across the major BFSI sector is a must
• Intermediate to senior level experience in a related role with commensurate people management experience
• Call Center management including use of Autodialer, preferred
• Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
• Proficient project management skills
• Effective written and verbal communication and presentation skills
• Influencing and relationship management skills

Education:

• Bachelor\'s/University degree or equivalent experience

- Job Family Group: Customer Service - Job Family: Institutional Customer Service - Time Type: Full time - 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\xe2\x80\x9d) 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