Regional Service Manager

2 weeks ago

Singapore Citi Full time

**Responsibilities**:

- Responsible for a portfolio of highest intensity platinum clients acting as their advocate and owning the client experience relationship end to end across geography and product.
- Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
- Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes.
- Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique requirements.
- Takes global 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 single points of contact & Service Delivery partners).
- Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
- Acts as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities.
- Manages the internal Client at Risk process & supports escalation resolution as necessary to facilitate timely resolution.
- Develops end-to-end capability, infrastructure & process improvement plan to support improved quality service.
- Partners with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies.
- Serves as a mentor for junior teammates, may serve as “deputy” to Group Manager

**Qualifications**:

- 6-10 years previous experince in managing client relationships required
- Breadth of knowledge of the business and organization Well-developed working knowledge of the business and the upstream and downstream influences Demonstrated ability to provide outstanding client service at a senior level Exceptional written and oral communication skills Ability to develop client solutions Ability to identify and implement effective process improvements Intermediate to Advanced level MS Office Skills Exceptionally strong interpersonal & relationship-building skills Risk & Controls experience

**Education**:

- Bachelors/Univeristy degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Client Management
- **Time Type**:
Full time
- 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.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

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