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Citi Logo Citi · Customer Service

Service Relationship Team Lead

United Arab Emirates, Dubai Employment contract · Job Posted November 15, 2025
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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
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