CCB Service Head Middle East is a leadership role based out of Dubai, UAE and reporting to EMEA CCB Client Service Head.
The primary responsibility of the ME CCB Service Head is managing a team of 10+ Client experience Analysts across UAE, Bahrain & Jordan and provide a superior client experience for more 1500+ Commercial Banking clients.
The incumbent should be passionate in providing the best service to our clients and collaborate with various internal stakeholders (operations, coverage, technology, business etc.) globally to ensure delightful client experience.
The job requires to ensure that the day-to-day execution of client queries are taken care in an efficient & timely manner.
In-depth understanding of how own sub-function contributes to achieving the objectives of the function.
A good understanding of the industry, direct competitors products and services, is also necessary to contribute to the commercial objectives of the business.
Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas.
Excellent communication skills required to negotiate internally, often at a senior level. & external communication/negotiation may be necessary.
The successful candidate is required to maintain a robust, highly control focussed environment within the department.
Accountable for end results, budgeting, planning, and devise future strategies to deliver great Client experience.
This is a management-level position responsible for accomplishing results through the management of a team or 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 & able to support the growth of the CCB Business across Middle East.
Key Responsibilities:
Drive the strategy for Customer Service to deliver on client needs and ensuring alignment with Global/Regional & Cluster priorities
Lead Self-service and Client Digitization agenda across the Cluster
Lead the engagement in designing the Service offering for future capabilities
Lead the overall Client Experience function, with management of the servicing, Client Service Analyst and Digital Client support for the region.
Partner with Client coverage & product partners to drive Digitization and continuous improvement in Voice of Client scores.
Proactively lead the dialogue with existing and prospective Clients.
Drive standardization and productivity across the region
Provide the operational and strategic leadership to deliver a high-quality service to Citi clients and all Internal stakeholders
Implement effective and appropriate governance structures resulting in a robust operational control environment
Developing relationships with key clients, facilitating, and leading on-site visits and ensuring timely and appropriate client communication
Ensure resources are aligned to support global/regional business strategy and seamless delivery of services
Proactively identify and manage risks which may impact product/service delivery to clients, rapidly adapt to changes in the Client expectations, Capability, regulatory and compliance framework; proactively raising self-identified issues; and addressing all issues completely and in a proactive manner through the drafting, implementation, and tracking of relevant Corrective Action Plans (CAPs)
Extensively collaborate with Operations and Customer Service (regionally and globally) to evolve Client Service model to meet client expectations and enhancing the Service model (self-service/ digital being the key principles)
Continuously engage with other regional and global partners to ensure consistency
Work with Sales on ensuring Clients expectations are properly set and met through the
Manage an effective client feedback process & device a clear action plan
Lead effective delivery model for top clients and review the service delivery with the clients along with coverage partners.
Simplify and standardize processes to enrich and enhance client experience
Lead the development of Omni-channel Client servicing strategy (online, email, chat, telephone etc.)
Execute transformation on Client servicing infrastructure
Lead and execute Customer Service automation through application-led simplification/ automation and mass-scale adoption of Robotics process automation
Ensure compliance with applicable laws, regulations and Citi policies and responsible for successful outcomes in all Internal Audit and other reviews
Oversight of MCA process related to Client Experience area, conduct a regular review of effectiveness of Process Risk Control structures defined in MCA.
Ensure delivery of financial budgets with a sustainable pipeline of productivity book of work
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firms 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.
Drive and deliver on strategy including Digitisation, Self Service, MIFT reduction, process optimisation to continually improve client experience
Capacity/resource management to support the timely execution of the functional tasks and responsibilities of the unit(s) in accordance with SLAs, and departmental operating and performance standards
Identify, develop and retain key talent on behalf of the overall business. Manage the performance of the direct reports, addressing poor performance sensitively and promptly and recognizing exceptional performance using the full range of supports within Citi.
Knowledge/Experience:
Min of 10+ years of Client Service / Operations experience
People Management, Leadership, Identifying and building Service and Operations Centres of excellence which leverage best practices and disciplines from across the globe
Ability to implement, drive & comply with all required controls, governance & policies.
Detailed understanding of the TTS & CCB business, Products and regional regulatory requirements
Demonstrable ability to interact with senior management and clients showing in-depth knowledge of TTS & CCB
Proven ability to meet new challenges, assimilate new information and to influence people through maturity of approach
Fluent in English
Competencies / Skills
Ability to develop strong professional relationships
Ability to multitask and prioritize
Pro-active, flexible, and excellent interpersonal skills.
Excellent Team player & ability to work in a dynamic environment.
Facilitator and enabler of change
An advanced Customer Service mind-set with skill to instil a client centric culture
Proficient use of Microsoft Application
Superior leadership, talent management and team building skills
An ability to drive and implement change and make informed decisions
Excellent ability to communicate at all levels (verbal/written)
Strong influencing and negotiation skills ability to build effective networks and relationships
Superior people leadership/management skills with the ability to engage employees in relation to the future vision of the organization
Excellent organizational skills with the ability to work under pressure and prioritise within aggressive deadlines
Education:
Bachelors / University Degree, Masters degree preferred.
Renault ID - R21029843-------------------------------------------------Job Family Group: Customer Service-------------------------------------------------Job Family:Institutional Customer Service------------------------------------------------------Time Type:------------------------------------------------------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.Citigroup Inc. and its subsidiaries ( Citi) invite all qualified interested applicants to apply for career opportunities. 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 the EEO is the Law poster. View the EEO is the Law Supplement.View the EEO Policy Statement.View the Pay Transparency Posting
