Service Relationship Team Lead, 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 Relationship Team Lead role involves providing leadership and guidance to a customer service team, handling client account relationship management, and ensuring compliance with policies and regulations. Responsibilities include resolving client inquiries, driving customer engagement, managing operational risk, and supporting the bank’s digitization strategy.

Job Responsibility:

Client Account Relationship Management, review customer needs and pro-actively engage with the customer to validate the understanding of the needs and provide resolution based on customer needs
Responsible for executing day to day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function
Advise CG customers to enrich the relationships by mobilizing additional funds and to be able to buy products/services
Ensure coverage of all the relationships through customer engagements
Compliance, Risk & Controls
Ensure coverage of all relationships through customer engagements, follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.)
Identify opportunities for process/service improvements and volunteer in process improvement initiatives to help Business achieve its objective in Building Customer Satisfaction and Loyalty as well as operating efficiency
Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc.
Continue to ensure that Compliance & Regulatory risks are adequately addressed and that the Business unit is in Audit ready state at all points of time
Accelerate delivery of service through Analytical thinking and Automation with focus on process simplification & Accuracy
Ensure that KYC/AML and other compliance norms are strictly adhered to
Identify opportunities for streamlining/straight-through/centralized processing so as to significantly improve our operating efficiency, reduce cycle time and costs
Ensure all work processes are executed in compliance with Bank’s policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement
Complete/follow-up documentation for client’s transaction/investment needs or due diligence purpose
Drive Bank’s digitization strategy by actively preparing clients to be digitally equipped
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency

Requirements:

5-7 years of Customer service & relationship management experience
Basic knowledge of bank products such as deposit accounts, credit cards, time deposits, preferred
Effective written and verbal communication skills
Influencing and relationship management skills
Quick learner, self-starter, and should be able to take initiatives
Good team player and should be able to work well with cross functional teams
Ability to lead teams
Matured personality with a high-level of initiative, self-driven, good time management and work integrity

Additional Information:

Job Posted:
November 15, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Service Relationship Team Lead