EMEA Financial Institutions Client Experience Team Leader

Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters.   Team/Role Overview The Customer Service Senior s accountable for people leadership, client experience, operational performance, risk management, stakeholder engagement, and continuous improvement , while ensuring their team delivers exceptional service and achieves business objectives. Responsibilities include: Leadership & People Management Lead, coach, and develop a team of Service Officers to achieve high performance. Manage staffing levels, workload distribution, and resource planning. Conduct performance reviews, provide feedback, and support career development. Drive employee engagement, accountability, succession planning and where applicable lead teams effectively through change and operational challenges. Client Relationship Management Act as an escalation point for complex client issues and service recovery situations. Build and maintain strong relationships with strategic clients and senior stakeholders. Ensure client needs are met, and service levels consistently exceed expectations. Monitor client satisfaction and Voice of the Customer (VOC) feedback to identify improvement opportunities. Operational Excellence Manage day-to-day service delivery and operational performance. Monitor key service metrics, KPIs, productivity, quality, and turnaround times. Work with team to identify trends, root causes, and improvement opportunities and drive process optimization, automation, and digital adoption initiatives. Risk & Control Management Maintain a strong control environment and ensure adherence to policies and procedures. Manage operational incidents, complaints, and regulatory requirements. Ensure compliance with applicable laws, regulations, and internal governance standards. Assess and mitigate operational risks while safeguarding client and firm interests. Stakeholder Management Collaborate with Product, Operations, Technology, Compliance, Coverage, and Service teams. Influence stakeholders to resolve issues and drive positive client outcomes. Lead cross-functional initiatives and organizational change programs. Strategic & Business Leadership Understand the broader business strategy and how the team contributes to business goals and drive transformation initiatives and continuous improvement. Leverage data, technology, and AI-enabled solutions to enhance operational performance.

Relevant customer service manager experience Leadership experience Financial Services experience preferred Consistently demonstrate clear and concise written and verbal communication Proven ability to lead, motivate, develop high-performing teams in a fast-paced environment and develop future talent and succession plans. Strong coaching, mentoring, and performance management skills. Ability to build an inclusive, engaged, and accountable team culture. Excellent communication and influencing skills across all organizational levels Ability to build trusted partnerships with senior client stakeholders. Strong client focus with a proven track record of managing strategic and complex Financial Institution relationships. Ability to identify opportunities to enhance the client experience and drive client advocacy. Strong knowledge of Financial Institutions clients and the transaction banking landscape. Understanding of Payments, Cash Management, SEPA, SWIFT, Instant Payments, API Connectivity, Liquidity Management, and Digital Channels. Demonstrated ability to manage operational performance against key service metrics and KPIs. Experience driving productivity, quality, service level management, and process improvement