Global Service Manager

Global Service Manager

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think this position is right for you, we encourage you to apply!

Our people make all the difference in our success.

In 2002, Citi established its regional Commercial Cards business to cater to the ever-growing needs of our clients, providing Travel, B2B and Virtual card solutions. The regional EMEA business now covers more than 600 corporate clients, 45 markets with significant further expansion underway.

Responsibilities

• Frequent and proactive two-way client communication that supports strategic and operational aims; Regular conference calls resulting in measurable actions
• Schedule, organize and chair regular client service face to face reviews in collaboration with client executives, relationship management and other functional areas where relevant
• Work with global clients on program optimization, digitization and adoption of self-service tools
• Day-to-day issue tracking and resolution with key client organization contacts having emphasis on resolving the root causes and prevention
• Take ownership of the service relationship, operational health and coordinate internal regional client contacts
• Enable client growth and proactive program improvement using client feedback, performance KPI and data platforms
• Identify opportunities and solutions for existing clients and work with Citi stakeholders to develop Commercial Cards footprint
• Manage global projects and coordinate work of regional teams. Prepare and discuss project plan with clients. Work towards agreed timelines

Requirements

• Fluent English and another European language desirable (French/German)
• Minimum of 3 years of experience in B2B or corporate customer service or account management
• Excellent presentation and communication skills
• Proficiency in data analysis and translating KPI into meaningful narratives
• Project management skills desirable (certification is an advantage)
• Strong MS Office and adaptable workflow system skills

What We Offer

• Competitive salary connected with annual salary review and discretionary annual performance bonus
• Social benefits (private healthcare, award winning pension scheme, multisport, life insurance, holiday allowance, anniversary program, competitive maternity and paternity scheme)
• Hybrid model of work – from modern offices and from home, flexible working hours
• Working in a friendly, dynamic, supportive and diverse environment – including multiple affinity and social networks & voluntary activities to engage with
• Structured onboarding process and extensive training offering (e.g. including Udemy, Degreed)
• Opportunity to have an influence on the way you perform your tasks - our teams are constantly looking for new and better ways and we encourage all improvement ideas
• Unlimited development opportunities within Citi's global network

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.