Client Service Relationship Team Manager, Citi

Citi

Location:
United Arab Emirates, Dubai

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Service Manager is responsible for providing full leadership and direction to the Customer Service team, evaluating performance, coaching employees, and ensuring high quality and productivity. Responsibilities include resolving complex issues, managing risks, and driving organizational change. The ideal candidate will have 5-8 years of experience, proficient knowledge of bank products, and strong communication skills.

Job Responsibility:

resolve issues that include uncommon and complex situations with significant organizational impact
evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring
develop leaders by providing guidance and mentorship in conjunction with succession planning
develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities
recommend new work procedures and contribute to the development of new customer service techniques, models and plans
drive organizational change through innovation and process improvement, eliminating friction points for team
achieve team performance excellence to ensure high quality and high volume productivity
recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
fulfilling the clients’ necessities while providing an exceptional client experience measured by specific metrics
assess risk when business decisions are made, demonstrating consideration for the firm's reputation and driving compliance with applicable laws, rules and regulations

Requirements:

5-8 years of relevant experience
intermediate to senior level experience in a related role with commensurate people management experience
call center management experience, preferred
proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits
proficient project management skills
effective written and verbal communication and presentation skills
influencing and relationship management skills

What we offer:

Citi is an equal opportunity employer
guidance and mentorship
opportunity to grow your career and make an impact
support for well-being, growth and work-life balance

Additional Information:

Job Posted:
September 11, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Client Service Relationship Team Manager