Regional Service Manager

At **Citi**, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients - whether they be consumers, corporations, governments or institutions - to help them meet their biggest opportunities and face the world's toughest challenges.

**Citi’s Treasury and Trade Solutions (TTS) **provides global solutions that can help clients drive their business forward while investing in innovation to bring new solutions to life.

We’re currently looking for a high caliber professional to join our team as Regional Service Manager - Hybrid (Internal Job Title: Customer Svc Intmd Analyst - C11) based in Sydney, Australia. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

- Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
- We empower our employees to manage their financial well-being and help them plan for the future.
- Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

**In this role, you are expected to**:
The Regional Service Manager serves as the clients’ primary contact. They provide operational account management at a corporate client level. The main responsibility is to maintain, strengthen and grow the ongoing relationship with commercial card clients following set up by the implementation team and provide a single access window for client queries and concerns.
- Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, resolved timely and professionally and in line with departmental standards.
- Ensure a Seamless Transition from Implementation into Business as Usual for new programs.
- Be a single point of contact, Post Implementation for Clients and their Program Administrators (PA)
- Drive consistently high levels of client satisfaction.
- Provide coaching and support to team and serve a point of contact for escalations.
- Leverage existing relationships to drive expansion of issuance among current programs.
- Create opportunities for proactive program improvement in concert with Account Management and other functional areas.
- Develop and maintain client portfolio through regular calls and face to face interaction, as needed.
- Inform clients about problems (system failures, market issues) and provide regular resolution updates.
- Advise on and advocate the implementation of process improvement and reengineering to improve client experience.
- Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
- Escalate customer feedback, processing delays and errors appropriately.
- Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment.
- Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives.
- 3-5 years of account management and client experience
- Relevant experience (business/financial environment) preferred.
- Demonstrated project management and organizational skills to prioritize multiple tasks.
- Proven self-reliance and accountability and ability to manage risk.
- Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders.
- Proven investigative and analytical skills.
- Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

Working at Citi is far more than just a job. A career with us means joining a family 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 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.

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