MYS CTSM PG Customer Service Sr Manager

Citibank - More jobs by this advertiser
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.


16 May 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.

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