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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.

Responsibilities:

  • 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

Experience:

  • 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.

Skills:

  • 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

  • Self motivated

  • Highly organized

Education:

  • Bachelor’s/University degree or equivalent experience

We Offer:

  • 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

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Job Family Group:

Operations - Transaction Services


Job Family:

Cash Management


Time Type:

Full time


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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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