The CitiService Financial Institution Head is a senior management-level position responsible for accomplishing results through the management of FI team / department to drive client resolution and support activities in coordination with the Customer Service team.
The overall objective of this role is to drive the seamless delivery of customer service support to external clients.
What you will do:
- Lead the CitiService® Financial Institution vertical and manage complex and highly variable issues with substantial departmental/product impact by applying broad and comprehensive understanding in multiple functional areas as well as underlying business concepts
- Interact with diverse range of internal and external sources and understands how own function integrates within the overall organization to contribute to achieving business goals
- Set short- to medium-term planning of actions and resources for own area and engage in strategic planning for the function and higher-level strategic planning with Products & Senior Management
- Resolve highly complex and varying issues that have substantial potential impact and execute transaction services strategies by applying in-depth industry knowledge.
- Manage a functional area and evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc. Control end results (e.g., resources, policy formulation, budgeting and planning) that primarily affect a sub-function
- Negotiate internally, often at senior levels (across functions) and with external parties, as needed.
- Provide evaluative judgment based on analysis of information in complicated, unique and dynamic situations
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications:
- 15+ years of relevant experience including managerial experience
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- People Manager experience, having oversight of a large organization.
- Senior relevant industry experience, with preferred exposure to Financial Institutions and Banking Clients.
- Proven track record managing large, geographically dispersed teams.
- Strong client-facing capabilities engaging with banks, broker-dealers, and external stakeholders, with the ability to manage day-to-day inquiries and partner closely with other internal teams.
- Experience overseeing large-scale operational processes and driving transformation initiatives, including exposure to AI-enabled solutions and operational enhancements.
- Strong data analytics and data storytelling skills, with the ability to leverage insights and articulate process improvement opportunities to Clients.
- Demonstrated strategic thinking, complex decision-making, negotiation, and influencing capabilities with clear accountability for results.
- Consistently demonstrates clear, concise written and verbal communication.
Education:
Bachelor's degree/University degree or equivalent experience Master's degree preferred
Full time ------------------------------------------------------
Primary Location:
Tampa Florida United States ------------------------------------------------------
Primary Location Full Time Salary Range:
$200,000.00 - $300,000.00
In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
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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