01 Zakres zadań

Role overview:

People leadership, client experience, operational performance, risk management, stakeholder engagement, and continuous improvement.

Responsibilities:

Lead, coach, and develop Service Officers; manage staffing, workload, and resource planning.
Conduct performance reviews, give feedback, support career development, and drive engagement, accountability, and succession planning.
Act as escalation point for complex client issues and service recovery; build relationships with strategic clients and senior stakeholders.
Monitor client satisfaction and Voice of the Customer (VOC) feedback to identify improvements.
Manage day-to-day service delivery; monitor KPIs, productivity, quality, and turnaround times.
Identify trends and root causes; drive process optimization, automation, and digital adoption.
Maintain strong control environment; manage incidents, complaints, and regulatory requirements; ensure compliance.
Assess and mitigate operational risks while safeguarding client and firm interests.
Collaborate with Product, Operations, Technology, Compliance, Coverage, and Service teams; influence stakeholders and drive positive client outcomes.
Leverage data, technology, and AI-enabled solutions to enhance operational performance.

02 Wymagania

12 must-have · 2 języki

Must-have

Zarządzanie zespołem

Ekspert

Obsługa klienta

Ekspert

Zarządzanie interesariuszami

Zaawansowany

Zarządzanie ryzykiem

Zaawansowany

Monitorowanie KPI

Zaawansowany

Optymalizacja procesów

Zaawansowany

Bankowość transakcyjna

Zaawansowany

Komunikacja

Zaawansowany

Coaching

Zaawansowany

Mentoring

Podstawowy

Wymagane języki

Polski

Ekspert

Angielski

Zaawansowany

03 Profil

Key requirements:

Customer service manager and leadership experience; Financial Services experience preferred.
Proven ability to lead, motivate, and develop high-performing teams; future talent and succession planning.
Strong coaching, mentoring, and performance management skills.
Excellent written and verbal communication and influencing skills at all organizational levels.
Builds trusted partnerships with senior client stakeholders; manages strategic, complex Financial Institution relationships.
Strong client focus; track record of enhancing client experience and driving client advocacy.
Strong knowledge of Financial Institutions clients and transaction banking: Payments, Cash Management, SEPA, SWIFT, Instant Payments, API Connectivity, Liquidity Management, Digital Channels.
Manages operational performance against KPIs; drives productivity, quality, service levels, and process improvement.
Strong analytical skills; identifies trends and root causes; focuses on continuous improvement.
Leverages data, technology, and AI-enabled solutions to improve client and operational outcomes.
Strong understanding of operational risk and control frameworks.

Success profile:

Client-centric leader driving service excellence and sustainable improvements.

04 Oferujemy

Pakiet medyczny

Ubezpieczenie

Pakiet sportowy

05 O firmie

Citigroup

1000+ · Olsztyn

Working at Citi is far more than just a job. A career with us means joining a team of more than 225,000 dedicated people from around the globe. At Citi, you will have the opportunity to grow your career, give back to your community and make a real impact.

We offer a broad range of opportunities across multiple business lines, each contributing to our mission of driving global progress. Whether you're interested in banking, technology, or investment services, our teams collaborate to deliver innovative solutions that make a positive impact.

Explore our businesses and learn more about what it’s like to work at Citi.

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