Customer Service Senior Manager

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills to Citi’s Commercial Cards Team.

By Joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team/Role Overview

In 2002, Citi established its regional Commercial Cards business to cater to the ever-growing needs of our clients, providing Travel, B2B and Virtual card solutions. The regional EMEA business now covers more than 600 corporate clients, 45 markets with significant further expansion underway. This is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team.

What you will do:

• Manage one or more teams in servicing and/or sales as well as complex and variable issues with significant impact over department(s)

• Drive a seamless delivery of customer service support to external clients

• Evaluate team’s performance, maintain appropriate staffing requirements to meet operational needs, manage team to meet goals within the budget

• Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost/benefits, make recommendations, develop and oversee implementation plans

• Identify and analyze escalated problems and provide guidance to team members for resolution

• Negotiate solutions and act as a liaison with internal and external customers, as necessary

• Ensure essential procedures are followed, contribute to defining standards

• Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectations

What we will need from you:

• Minimum of 6 years of relevant senior management experience

• Experience interacting with large corporate and government clients

• Excellent presentation and communication skills

• Strong MS Office and adaptable workflow system skills

• Additional European language will be an asset

What we can offer you:

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (currently up to 2 days working at home per week), but also (potentially, subject to final offer) receive a competitive base salary and enjoy a whole host of additional benefits which can include:

• Employer paid Defined Contribution Pension Plan contribution of 6% of employee’s pensionable earnings (PPE Program)

• Employer paid Private Medical Care Package for employees and Private Medical Care Packages for certain family members available at preferential rates

• Employer paid Life Insurance Program for employees and Life Insurance for certain family members available at preferential rates

• Employee Assistance Program financed by Employer

• Paid Parental Leave Program (maternity and paternity leave; statutory and 2 weeks additional paid paternity leave)

• Sport Card for employees subsidised via Social Benefits Fund and Sport Cards for certain family members available at preferential rates

• Additional benefits from Company’s Social Benefit Fund, in particular: Holidays Allowance, support for sport and cultural activities, team building events.

• Additional day off for volunteering

• Cafeteria/ flex benefit – a company benefits system which enables employees to select and purchase benefits offered by a provider and available for employees on the platform.

• Opportunity to receive an annual discretionary incentive award

• Special offers and discounts for employees

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

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