Service Manager

Job Description

• Overview of Role
• Manage a portfolio of client relationships and ensure clients are satisfied with and supported on the Citigroup products and services
• Engage Citigroup business partners in a team effort to focus on issues and opportunities that further differentiate Citigroup in the view of our clients as an excellent service provider
• Act as the advocate and impetus for process improvements within Citigroup

Main Competencies

• Productivity/ Project Management: Project management skills and willingness to own an issue and bring it to completion
• Communication:
  • Excellent written and oral communication skills
  • Effective in working cross functionally
  • Negotiating and influencing others
• Achieving/ Driving Results: Analytical skills for work flow, process and systems analyses
• Risk Management: Compliance familiarity to perform within departmental and compliance procedures and standards
• Technological Proficiency/ Knowledge: Proficient in utilizing reporting tools, applications, systems
• Global Client Respect/ Service: Dedicated to understanding and addressing client needs and establishing long term credibility and relationships with clients
• Industry Knowledge:
  • Well-developed working knowledge of the business and the upstream and downstream influences
  • Understanding of the needs of the client
• Shared Responsibilities: Fully understand and implement Citigroup’s values: Responsibility to our clients, to each other and to our franchise

Experience Required

• Education: Bachelors degree or equivalent experience
• 5+ years of direct experience within a direct client interfacing role, business operations, sales or management environment
• Demonstrated ability to provide outstanding client service
• Demonstrated interpersonal skills
• Presentation skills: Comfortable with audience of tenured, senior level professionals

Day-to-Day Responsibilities

• Drive metrics and participate in communication sessions with all constituents about the metrics
• Act as client advocate, consistently highlighting client’s perspective inside Citigroup
• Establish, provide input and track operational metrics and service level requirements to achieve business goals
• Oversee the roadmap for a successful relationship with a client by understanding the client’s service needs and gaps in delivery
  • For global relationships, this may require coordinating efforts with Service Delivery partners around the globe
• Develop end-to-end capability, infrastructure and process improvement plan to support improved quality service
• Deliver global consistency in appearance as well as processing
• Identify potential enablers and barriers to success by tracking root cause and driving improvement projects
• Drive team to deliver against improved client satisfaction scores, revenue goals and expense reduction initiatives
• Interface with internal counterparts and business partners to ensure transfer of best service practices

-------------------------------------------------

------------------------------------------------------

------------------------------------------------------

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

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 CLICK HERE.

To view the 'EEO is the Law' poster CLICK HERE. To view the EEO is the Law Supplement CLICK HERE.
To view the EEO Policy Statement CLICK HERE.
To view the Pay Transparency Posting CLICK HERE.