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Regional Service Manager

Citi bank

Posted on August 10, 2018

5 - 6 years Other - United Arab Emirates

Any Graduation. Any Nationality

Opening 01

Job Description

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• Primary Location: United Arab Emirates
• Education: Bachelor's Degree
• Job Function: Customer Service
• Schedule: Full-time
• Shift: Day Job
• Employee Status: Regular
• Travel Time: No
• Job ID: 18050673
Job Description:
This job description does not constitute an offer of employment. Any offer and subsequent employment may be subject to certain terms and conditions, including a number of screenng conditions such as a satisfactory background check.
Job Purpose:
This individual will serve as the subject matter expert anticipating client needs and focusing on proactive service management ultimately strengthening the client experience. A thorough understanding of the client s business and unique treasury requirements is necessary to simplify the client experience by taking cross-regional and cross-functional ownership thus ensuring a timely and satisfactory client experience at all times.
Key Responsibilities:
Responsible for a significant portfolio of top cluster clients acting as their advocate
Manage large ad hoc projects for individual clients outside the top cluster clients
Provide clients with regular and ad hoc MIS/Service Inquiry Analysis to enable them to understand their transactional and inquiry activity. Host review calls to discuss and analyse these. Work with clients to improve their productivity and usage of self-service tools
Visit Clients for service reviews
Simplify the client experience by taking regional ownership of client servicing issues and facilitates resolution through engaging Citi business partners. Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider
Provides support and guidance to service partners to ensure a seamless client experience across regions
Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional points of contact and Service Delivery partners)
Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals
Work closely with CSOs and internal teams on our Client at Risk process and support escalation resolution as necessary to facilitate timely resolution
Develop end-to-end capability, infrastructure and process improvement plan to support improved quality service
Partner with Sector, Vertical and other TTS business partners to ensure alignment of service experience with business strategies
Lead and participate in cross departmental initiatives
Development value:
Incumbent will learn and/or build skills in the following areas:
Proactively managing a portfolio of client service relationships and ensuring clients are satisfied with and trained on TTS products and services
Maintaining a detailed understanding of the client s profile while adhering to agreed service levels and leading regular service reviews to ensure client satisfaction
Acting as client advisor in the client s interest while driving cross-regional and cross-functional process improvement opportunities
Managing our internal Client at Risk process and supporting escalation resolution
Knowledge/ experience:
5+ years of direct experience managing client relationships
Good TTS product knowledge, including a detailed understanding of product functions, operational structure, and support processes
Bachelors degree or equivalent experience
Travel required: up to 25% of the time
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
Valuing Diversity:
Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.
Citi is an Equal Opportunities Employer

Banking / Financial Services / Broking

Sales / Business Development


Customer Service Mis Improvement Service Management Operations Service Usage Subject Matter Expert Client Satisfaction Manager Client Servicing


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Citi bank

Founded in 1812, Citi is one of the leading names in the banking and finance sectors. The group is renowned for offering a wide range of world-class financial services and products to consumers, corporations, governments and institutions. In the year 1964, the bank established its presence in the UAE by opening its first branch in Dubai. Citi has been present in the Middle East and North Africa since 1955. However, it entered the UAE market only in 1964 by opening its first branch in Dubai. Over the years, the group has expanded its operations to 16 countries in MENA. It offers full scale corporate and investment banking services to its clients in Egypt, UAE, Bahrain, Qatar, Kuwait, Lebanon, Jordan, Tunisia, Morocco, Algeria and Pakistan and also maintains a representative office in Iraq. Citi's institutional capabilities in the region include Treasury & Trade Solutions, Corporate & Investment Banking, Capital Markets Origination, Global Markets and Islamic Banking.

Citibank is the consumer banking arm of the Citi group. It is known as one of the major players in the UAE’s credit card market and leading providers of Wealth Management and Consumer Credit services in the region. Citibank has five branches in Dubai, Sharjah and Abu Dhabi, six Financial Centers and 77 ATMS spread across various commercial centers in the UAE.

The company focuses on individual development and believes in recognizing the talent of its employees. The company follows a culture where employees are given ample opportunities to build their career by investing in their learning and development.

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