EMEA Financial Institutions Client Experience Team Leader

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.

Qualifications

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 initiatives.

Strong analytical skills with the ability to identify trends, root causes with a focus on continuous improvement.

Ability to leverage data, technology, and AI-enabled solutions to improve client and operational outcomes.

Demonstrates sound judgement, balance strategic priorities with day-to-day operational demands.

Strong understanding of operational risk and control frameworks and ability to maintain a strong control environment while delivering excellent client service.

Demonstrates curiosity, innovation, and a willingness to challenge the status quo.

Success Profile

The successful candidate will be a client-centric leader with strong business acumen, operational expertise, and a passion for developing people. They will demonstrate the ability to drive service excellence, strengthen client relationships, lead through change, and deliver sustainable improvements that support both client and business objectives.

What we offer

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (currently up to 2 days working at home per week), but also (potentially, subject to final offer) receive a competitive base salary and enjoy a whole host of additional benefits which can include:

Employer paid Defined Contribution Pension Plan contribution of 6% of employee’s pensionable earnings (PPE Program)

Employer paid Private Medical Care Package for employees and Private Medical Care Packages for certain family members available at preferential rates

Employer paid Life Insurance Program for employees and Life Insurance for certain family members available at preferential rates

Employee Assistance Program financed by Employer

Paid Parental Leave Program (maternity and paternity leave; statutory and 2 weeks additional paid paternity leave)

Sport Card for employees subsidised via Social Benefits Fund and Sport Cards for certain family members available at preferential rates

Additional benefits from Company’s Social Benefit Fund, in particular: Holidays Allowance, support for sport and cultural activities, team building events.

Additional day off for volunteering

Cafeteria/ flex benefit – a company benefits system which enables employees to select and purchase benefits offered by a provider and available for employees on the platform.

Opportunity to receive an annual discretionary incentive award

Special offers and discounts for employees

Click here to review the Remuneration Regulations extract.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

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Job Family Group

Customer Service

Job Family

Institutional Customer Service

Time Type

Full time

Primary Location Full Time Salary Range

169 750,00 zł - 289 050,00 zł

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

*If you are a person with a disability and need a reasonable acc