Citi Group Regional Service Manager - Hybrid 

Australia, Western Australia 

337979014

Citi

We’re currently looking for a high caliber professional to join our team as Regional Service Manager - Hybrid (Internal Job Title: Customer Svc Intmd Analyst - C11) based in Sydney, Australia. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

• We empower our employees to manage their financial well-being and help them plan for the future.

• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

In this role, you are expected to:

The Regional Service Manager serves as the clients’ primary contact. They provide operational account management at a corporate client level. The main responsibility is to maintain, strengthen and grow the ongoing relationship with commercial card clients following set up by the implementation team and provide a single access window for client queries and concerns.

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, resolved timely and professionally and in line with departmental standards.

• Ensure a Seamless Transition from Implementation into Business as Usual for new programs.

• Be a single point of contact, Post Implementation for Clients and their Program Administrators (PA)

• Drive consistently high levels of client satisfaction.

• Provide coaching and support to team and serve a point of contact for escalations.

• Leverage existing relationships to drive expansion of issuance among current programs.

• Create opportunities for proactive program improvement in concert with Account Management and other functional areas.

• Develop and maintain client portfolio through regular calls and face to face interaction, as needed.

• Inform clients about problems (system failures, market issues) and provide regular resolution updates.

• Advise on and advocate the implementation of process improvement and reengineering to improve client experience.

• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base

• Escalate customer feedback, processing delays and errors appropriately.

• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment.

• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives.

• 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 behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

As a successful candidate, you would ideally have the following skills and exposure:

• 3-5 years of account management and client experience

• Relevant experience (business/financial environment) preferred.

• Demonstrated project management and organizational skills to prioritize multiple tasks.

• Proven self-reliance and accountability and ability to manage risk.

• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders.

• Proven investigative and analytical skills.

• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

Time Type:

View the " " poster. View the .

View the .

View the