Citigroup Client Servicing (L2) Team Lead in Warsaw, Poland
The role is within the Commercial Cards team based in the Warsaw CSC. The team offers our clients a single point of contact for various queries related to Commercial Cards Programs. The team is looking for a dynamic individual who will lead the team to support CC clients and internal stakeholders in this sector.
The role will involve working closely with key internal partners to ensure that there is a consistently high standard of service delivered to our Clients.
The role will require strong problem solving and analytical skills, with a strong customer centric mind-set.
Day to day oversight of operational team, consisting of 7-8FTE
Escalation point for both internal and external stakeholders/clients.
Effectively liaise with other internal departments and team to resolve issues &escalations, share knowledge and drive process improvements
Attend internal & external calls to discuss escalations
Managing expectations of internal and external parties to ensure high quality customer service
Ensuring that all customer or internal inquiries are responded in timely manner
Build strong relationships with internal functional partners in EMEA and other regions.
On-going reviews of processes, with end goal to improve the Client Experience and reduce turn around times
Ensure MCA for the group is fully embedded and managed on a monthly/quarterly basis
Deliver bi-weekly 121s with team members
Analyze team attrition rate, support manager with discussions with HR in improving retention situation in team
Actively participate in recruitment process
Support new joiners onboarding (system accesses, trainings, mentoring)
Support Commercial Cards Service Team by managing various projects & initiative required by the business
Minimum of 3 years banking experience
Minimum 3 years of customer service experience (internal/external)
Experience of working in a process driven environment
Experience of people management & working with cross functional partners
Proven ability to establish and maintain business partnerships and client relationships.
Excellent communication skills, both written and verbal
Excellent interpersonal skills
Experience in Commercial Cards area
Strong problem analysis skills
Goals focused and results driven
Strong team player
Ability to manage cross functional stakeholders
- Bachelor’s/University degree or equivalent experience
A challenging work environment where you can collaborate with global teams to contribute to critical banking applications
A great environment for learning new technology and tools, online and instructor led training opportunities
Social benefits (e.g. private healthcare care, Benefit System, life insurance)
Working in a friendly, dynamic and multinational environment
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
Job Family Group:
Operations - Transaction Services
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