Service Relationship Team Lead – DUBAI

Company: Citi –

WebSite: Dubai, United Arab Emirates

Job Description:**Service Relationship Team Lead**

Citigroup seeks a highly motivated and experienced individual to assume the role of Service Relationship Team Lead within our global financial institution. This leadership position entails providing comprehensive direction and guidance to a Customer Service team responsible for executing customer service activities. The successful candidate will play a pivotal role in fostering strong client relationships, driving operational excellence, and ensuring adherence to regulatory compliance.

**Key Responsibilities:**

* Manage Client Account Relationships, proactively assess customer needs, and provide tailored solutions to meet those needs.
* Oversee the daily execution of customer service activities, ensuring strict adherence to Citigroup’s policies and guidelines.
* Resolve client inquiries and issues promptly and effectively, providing ongoing customer support.
* Advise clients on opportunities to enhance their relationships with the bank through increased investment and utilization of available products and services.
* Ensure comprehensive coverage of all client relationships through regular customer engagements, adhering to the bank’s engagement model for periodic interaction, including client onboarding and relationship management.
* Identify and implement process/service improvements to enhance customer satisfaction, loyalty, and operational efficiency.
* Adhere to all operational risk mitigation measures, including checklists and process manuals, to prevent operational risk events/breaches.
* Maintain a constant state of audit readiness by ensuring that compliance and regulatory risks are adequately addressed.
* Accelerate service delivery through analytical thinking, automation, and process simplification, with a focus on accuracy.
* Ensure strict adherence to KYC/AML and other compliance regulations.
* Identify opportunities to streamline and centralize processes to improve operating efficiency, reduce cycle time, and lower costs.
* Ensure timely and accurate execution of all work processes in compliance with Bank policies and procedures, promoting consistency in client experience, while aligning with business and financial objectives and regulatory requirements.
* Complete and follow up on documentation related to client transactions, investment needs, and due diligence purposes.
* Drive the Bank’s digitization strategy by actively preparing clients to utilize digital platforms.
* Appropriately assess risk in all business decisions, demonstrating consideration for the firm’s reputation, safeguarding Citigroup, its clients, and assets through compliance with applicable laws, rules, and regulations, ethical judgment, and transparent reporting of control issues.

**Qualifications:**

* 5-7 years of experience in Customer Service and Relationship Management.
* Basic knowledge of bank products, including deposit accounts, credit cards, time deposits, and preferred products.
* Effective written and verbal communication skills.
* Strong influencing and relationship management abilities.
* Demonstrated ability to learn quickly, take initiative, and work independently.
* Excellent team player with the ability to collaborate effectively with cross-functional teams.
* Proven leadership skills.
* Mature personality with a high level of initiative, self-motivation, excellent time management skills, and a strong work ethic.

Job Family Group: Operations – Management Operations

Job Family: Management Leadership

Time Type: Full time

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 accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

*View Citi’s EEO Policy Statement and the Know Your Rights poster.

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