Client Services Manager

2 weeks ago

Sydney, Australia Citi Full time

This positions responsibility will be to ensure that CitiService delivers leading service to Citi’s institutional banking clients, Stakeholder management, taking the lead on service projects and managing the relationship and providing oversight to CitiService staff based in Malaysia. It will also ensure that CitiService Officers are fully equipped and trained to respond to client queries efficiently & professionally, motivate and engender team spirit, manage compliance related activities such as self-assessment, engaging in feedback between all offshore teams. **Key Responsibilities**: Responsible for the team achieving customer service objectives; Accurate and timely logging of all client service interactions in STARS Ensure adequate service coverage throughout operating hours of the team (7am-6:30pm) Oversight of team in relation to management of pending investigations Providing Live monitoring of the team to meet all the service levels in respect to incoming calls Identifying customer service trends and managing the business response Ensuring the team provides adequate Level 1 technical support for CitiDirect Online Banking and that the team maintains a high level of CitiDirect product knowledge. Complaints and escalations are dealt with in a professional and timely manner Contributing to strategic plans and reviews; supporting regional initiatives and projects; supporting internal audits and reviews; recommending system improvements; implementing change and supporting UTA testing Improving customer service quality results by reviewing, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results; effectively implementing changes Determines customer service requirements by maintaining contact with customers; visiting clients; supporting voice of the client surveys; supporting RFP’s; benchmarking best practices Lead on performance management of all CitiService staff, providing training, coaching, & counselling; setting and communicating job expectations; planning, monitoring, appraising staff; ensuring compliance with Citi’s policies and procedures **Experience Required**: Proven background in working within a large corporate environment Banking experience with as sound knowledge of banking products and services, particularly global transaction services and knowledge in cross border and domestic payments processing and investigations Strong knowledge and understanding for local statutory and regulatory requirements Excellent attention to detail and strong communication skills Ability to work on multiple project and manage multiple business objectives The ability to lead a team in a dynamic environment is important Experience in servicing demanding Corporate clients Knowledge of SWIFT, RTGS, Direct Entry, BPay OSKO and other payment types Strong IT skills -------------------------------------------- - **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. View the " EEO is the Law " poster. View the EEO is the Law Supplement. View the EEO Policy Statement. View the Pay Transparency Posting

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