This leadership role manages a team of Client Service Officers and oversees the day‑to‑day execution of TTS Client Operations to ensure efficient, timely, and cohesive support for clients, internal partners, and stakeholders across the Middle East and Africa. The team serves as the primary contact and escalation point for corporate clients, leveraging strong industry knowledge to address trends and challenges. We seek a dynamic leader to guide the team in delivering exceptional client support.

Beyond core service management, the role has expanded strategic accountability. The successful candidate will:

• Drive client commercialisation by executing targeted client strategies, identifying opportunities within service interactions, and collaborating with Sales, Product, and Coverage teams to deepen client value
• Enhance operational and service delivery models, ensuring digitization, simplification, and alignment with global best practices
• Unlock synergies within Citi Service to deliver a more integrated and consistent client experience
• Lead AI integration and expansion across service processes to improve efficiency, predictive insights, and automation
• Champion inquiry elimination through root‑cause analysis, service redesign, and cross‑functional problem solving
• Advance client enablement, strengthening digital adoption and client self‑service capabilities
• Shift the team from reactive issue handling to proactive client engagement, using advanced analytics, early‑warning indicators, and predictive service approaches

Job Background/context:

This senior role is responsible for driving client satisfaction, strengthening key client relationships, and contributing to value creation through effective service delivery, including identifying cross‑sell opportunities and managing service‑related risk. It plays a central part in ensuring operational excellence across all daily activities

A core focus of the role is building a high‑performing team through ongoing coaching, training, and development to embed a strong quality and client‑focused culture.

The individual will collaborate closely with cross‑functional partners to enhance processes, improve efficiency, and support continuous improvement across the operation.

Success in this role requires strong leadership, the ability to work independently while guiding the team to deliver results, and the agility to respond to evolving business needs.

The role also encompasses full people‑leadership responsibilities, including recruiting, mentoring, developing, motivating, and retaining talent.

Knowledge/Experience:

• Excellent communication
• A commitment to the delivery of quality customer service
• Ability to liaise with demanding clients
• Strong investigative and analytical skills
• Ability to work independently within a team environment
• A strong understanding of Client Operations related functions and processes – payments experience
• Experience in service transformation, digital enablement, or AI‑enabled operations is an added advantage

Skills:

• Team player with strong interpersonal and communication skills
• Self-Motivated/Results Orientated
• Proven leadership skills essential
• Maintains a control focus at all times
• Organisational & administrative skills
• Ability to understand complex concepts
• Service orientation, professionalism, proactiveness and strong client focus
• Ability to work effectively in situations requiring analytical, interpretive, and problem solving techniques
• Strong influencing and negotiation skills; ability to build and maintain effective networks and relationships

Qualifications:

• Min 3-5 years banking experience.
• At least 3 years in a managerial role
• University degree
• Familiarity with process improvement methodologies

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service:

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

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