Senior Manager of Institutional Client Services

2 weeks ago

Sioux Falls, South Dakota, United States Citigroup Inc Full time

Position Overview:

The Institutional Customer Service Manager plays a pivotal role in overseeing the operations of client support teams, ensuring effective resolution and assistance in collaboration with the Commercial Card Fraud Operations division. The primary aim of this position is to guarantee the efficient provision of customer service to external stakeholders. This role is integral to the Commercial Card Fraud Operations, which is dedicated to safeguarding clients and the organization by managing fraud and non-fraud operations associated with Citi's Commercial Card offerings for large corporations and government entities.

Key Responsibilities:

  • Lead a Fraud unit comprising multiple teams of staff engaged in various tasks such as customer service, training, and business analysis.
  • Ensure that performance metrics and service level agreements are consistently achieved across designated processes.
  • Assess team performance and make recommendations regarding compensation, resource allocation, promotions, and terminations.
  • Maintain high standards of service quality by applying comprehensive knowledge of policies and procedures relevant to the role.
  • Provide strategic solutions and influence decisions that may have a significant impact on the organization.
  • Participate in the creation of innovative dispute processing and fraud prevention strategies, and advocate for enhancements to operational procedures.
  • Conduct regular service evaluations, develop action plans, and ensure commitment to optimizing service delivery.
  • Drive client satisfaction by addressing complex issues and influencing outcomes effectively.
  • Lead or contribute to special projects and collaborate with external stakeholders as necessary.
  • Identify and implement risk controls to mitigate financial losses while adhering to regulatory standards.
  • Exercise sound judgment in business decisions, prioritizing the organization’s reputation and compliance with laws and regulations.

Qualifications:

  • 5-8 years of experience in financial operations management is preferred.
  • Familiarity with VISA and Mastercard fraud and non-fraud dispute processes is advantageous.
  • Understanding of Commercial Card products, client relations, and relevant systems is preferred.
  • Ability to analyze large data sets and communicate findings effectively to third parties.
  • Demonstrated self-motivation and accountability in achieving objectives with minimal supervision.
  • Proven leadership skills in guiding teams to achieve results.
  • Ability to cultivate a work environment that encourages coaching, feedback, and open communication.
  • Strong organizational and problem-solving capabilities.
  • Capacity to thrive in high-pressure situations while collaborating with peers.

Education:

  • Bachelor's degree or equivalent experience is required.

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

Compensation:

Competitive salary with additional benefits including medical, dental, and vision coverage, 401(k), life insurance, and wellness programs.

Equal Opportunity Employer:

Citi is committed to diversity and inclusion in the workplace and encourages applications from all qualified individuals.

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