MYS CTSM PG Customer Service Sr Manager

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MYS CTSM PG Customer Service Sr Manager-19016101
  • Provide leadership in delivering regional strategic solutions and tactical delivery for the FI Delivery and Service functions.
  • Quantify client satisfaction across FI Service through a consistent best in class methodology 
  • Lead and execute technology automation allowing for self-service and instant access of data
  • Build strong and effective relationships with key partners across operations, technology, client segments, product and the regions
  • Where applicable, optimize resource allocation, resource location to deliver an outstanding client experience in a cost effective manner
  • Create best in class processes to enrich and enhance client experience
  • Future proof the organization against talent and knowledge attrition
  • Develop senior leaders to support future growth plans and fill critical operating roles
  • Digitizing client experience and investigations leveraging CitiDirect functionality for service and investigations management
  • Work in partnership with the FI business and sales in defining service delivery expectations (SLA, TAT, models, etc.).
  • Standardizing service levels (uplifting service knowledge and technology access to countries where CSO’s are currently acting as a pass through) and implement sharing of best practices across hubs. 
  • Embedding a strong service model for WorldLink as it pertains to the FI client segments.
  • Developing a service model for Payment Intermediaries as a segment 
  • Work with Product team to define and implement the Services strategy for new product launches.
  • Build a team, as required, to support the above, as this is a new role to the franchise.


Knowledge / Experience

  • Deep knowledge of institutional banking business

  • Hands-on experience dealing with clients and senior stakeholders / buying centers to drive meaningful outcomes

  • Skills

  • Creative problem solver comfortable with working in rapidly evolving landscape and projects loaded with uncertainty.

  • Technologically strong and business savvy.

  • Reflects on experiences and utilizes setbacks as an opportunity to learn and improve

  • Thinks beyond own area of responsibility examining linkages and interactions between different parts of a system

  • Ability to collaborate effectively across diverse groups from senior stakeholders and clients to junior team members.

  • Acts with a sense of urgency to move others to action, even when outcomes are uncertain.

  • Confidence to makes difficult or unpopular decisions and stands behind them.

  • Ability to facilitate diverse groups through a structured design process in workshops or via remote activities



  • A minimum of 8 years’ experience in Client Service in Banking
  • Experience in TTS will be in an advantage  
  • A bachelor’s degree or post-graduate qualifications


  • Work effectively in cross-organizational situations and be enthusiastic about delivering quality solutions while working with world-class teams, processes and tools.

  • Embraces feedback from others to make changes to improve impact and effectiveness

  • Highly effective written and oral communication skills

  • Excellent organizational and project management skills.

  • Promote teamwork and maintain effective communication within and across groups.


15 June 2019
Location: Malaysia Formosa George Town
Work type:
Full time
Banking and Financial Services
Customer Service
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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