2 days old

CCB Regional Service Manager

Citigroup
Tallapoosa, GA 30176
Regional Service Manager


_This job description does not constitute an offer of employment. Any offer and subsequent employment may be subject to certain terms and conditions, including a number of screening conditions such as a satisfactory background check._


**Job Purpose:**


This individual will serve as a senior contact for key Citi Commercial Bank (CCB) clients responding to overarching servicing and operational issues. Providing accurate timely updates to the client, managing the oversight and escalation of the delivery of the client requests and focusing on proactive service management ultimately strengthening the client experience.


**Job background:**


CCB O&T EMEA provides the day to day processing and servicing needs of the CCB Client base across multiple countries.


The Service Manager will be responsible to act as the interface into Citi to ensure the clients are informed and their expectations are delivered on


The role will also involve delivering on appropriate regional projects


**Key responsibilities:**


+ Manage a portfolio of high profile and Grow clients, who are expected to increase their relationship and revenue with Citi.

+ Identifies institutional issues and creates, and collaborates to create, enterprise-wide solutions that benefit all clients.

+ Develop and maintain excellent client contacts and materials, supported by face-to-face customer visits and calls.

+ Manage large ad hoc projects in region

+ Provide clients with regular and ad hoc MIS/Service Inquiry Analysis to enable them to understand their transactional and inquiry activity. Host review calls to discuss and analyse these. Work with clients to improve their productivity and usage of self-service tools

+ Simplify the client experience by taking regional ownership of client servicing issues and facilitates resolution through engaging Citi business partners. Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider

+ Provides support and guidance to service partners to ensure a seamless client experience across regions

+ Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional points of contact & Service Delivery partners)

+ Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals

+ Work closely with CSOs and internal teams on our Client at Risk process & support escalation resolution as necessary to facilitate timely resolution

+ Develop end-to-end capability, infrastructure & process improvement plan to support improved quality service

+ Partner with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies

+ Lead and participate in cross departmental initiatives

+ Support the continued roll out of standard internal systemic solutions engaging partners at branches ensure successful implementation.

+ Participate fully in the creation of the models for client coverage with countries in your cluster

+ Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals

+ Acts as client advisor in the clients interest while driving cross-regional & cross-functional process improvement opportunities

+ Lead regular calls with service review meetings with clients

+ Ensure adherence to all departmental standards/KPIs and ensure a pristine control environment maintained at all times.

+ Conduct client-facing projects to help our clients become more efficient and lead reengineering projects to strategically enhance client experience across all clients

+ Drive metrics and participate in communication sessions with all partners


**Development value:**


+ Proactively managing a portfolio of client service relationships and ensuring clients are satisfied with and trained on TTS products and services

+ Maintaining a detailed understanding of the clients profile while adhering to agreed service levels and leading regular service reviews to ensure client satisfaction

+ Acting as client advisor in the clients interest while driving cross-regional & cross-functional process improvement opportunities

+ Managing our internal Client at Risk process and supporting escalation resolution


**Knowledge/ experience:**


+ Past experience interacting with clients, senior management and Project Management

+ Good TTS product knowledge, including a detailed understanding of product functions, operational structure, & support processes

**Skills:**


+ Well-developed working knowledge of the business and the upstream and downstream influences

+ Strong interpersonal and relationship-building skills

+ Strong written and oral communication

+ Proven ability to develop client solutions

+ Strong analytical skills: ability to analyse processes and systems, evaluate data, and identify process improvements

+ Intermediate to Advanced level MS Office Skills

+ Workload balancing: portfolio at this level can be a mix of clients and projects with varying levels of demand


**Qualifications:**


+ Bachelors degree or equivalent experience

+ Travel required: up to 25% of the time


**Competencies:**


+ Productivity/ Project Management: Project management skills and willingness to own an issue and bring it to completion

+ Communication: excellent written and oral communication skills

+ Effective in working cross functionally

+ Negotiating and influencing others

+ Achieving/ Driving Results: Analytical skills for work flow, process and systems analyses

+ Technological Proficiency/ Knowledge: Proficient in utilizing reporting tools, applications, systems

+ Industry Knowledge: Well-developed working knowledge of the business and the upstream and downstream influences

+ Understanding the needs of the client


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**Job Family Group:**


Customer Service

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**Job Family:**


Institutional Client Management

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**Time Type:**


Full time

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Citi is an equal opportunity and affirmative action employer.


Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .


View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .


View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .


View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Categories

Posted: 2022-05-13 Expires: 2022-06-12

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CCB Regional Service Manager

Citigroup
Tallapoosa, GA 30176

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