EMEA Financial Institutions Client Team Leader

EMEA Financial Institutions Client Experience Team Leader Job Req :

Olsztyn, Warmia-Masuria, Poland

Hybrid

Aug. 21, 2026

Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills to Citi.

By Joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress

Team/Role Overview

The Customer Service Senior s accountable for people leadership, client experience, operational performance, risk management, stakeholder engagement, and continuous improvement
, while ensuring their team delivers exceptional service and achieves business objectives.

Leadership & People Management

• Lead, coach, and develop a team of Service Officers to achieve high performance.

• Manage staffing levels, workload distribution, and resource planning.

• Conduct performance reviews, provide feedback, and support career development.

• Drive employee engagement, accountability, succession planning and where applicable lead teams effectively through change and operational challenges.

Client Relationship Management

• Act as an escalation point for complex client issues and service recovery situations.

• Build and maintain strong relationships with strategic clients and senior stakeholders.

• Ensure client needs are met, and service levels consistently exceed expectations.

• Monitor client satisfaction and Voice of the Customer (VOC) feedback to identify improvement opportunities.

Operational Excellence

• Manage day-to-day service delivery and operational performance.

• Monitor key service metrics, KPIs, productivity, quality, and turnaround times.

• Work with team to identify trends, root causes, and improvement opportunities and drive process optimization, automation, and digital adoption initiatives.

Risk & Control Management

• Maintain a strong control environment and ensure adherence to policies and procedures.

• Manage operational incidents, complaints, and regulatory requirements.

• Ensure compliance with applicable laws, regulations, and internal governance standards.

• Assess and mitigate operational risks while safeguarding client and firm interests.

Stakeholder Management

• Collaborate with Product, Operations, Technology, Compliance, Coverage, and Service teams.

• Influence stakeholders to resolve issues and drive positive client outcomes.

• Lead cross-functional initiatives and organizational change programs.

Strategic & Business Leadership

• Understand the broader business strategy and how the team contributes to business goals and drive transformation initiatives and continuous improvement.

• Leverage data, technology, and AI-enabled solutions to enhance operational performance.

• Relevant customer service manager experience

• Leadership experience

• Financial Services experience preferred

• Consistently demonstrate clear and concise written and verbal communication

• Proven ability to lead, motivate, develop high-performing teams in a fast-paced environment and develop future talent and succession plans.

• Strong coaching, mentoring, and performance management skills.

• Ability to build an inclusive, engaged, and accountable team culture.

• Excellent communication and influencing skills across all organizational levels

• Ability to build trusted partnerships with senior client stakeholders.

• Strong client focus with a proven track record of managing strategic and complex Financial Institution relationships.

• Ability to identify opportunities to enhance the client experience and drive client advocacy.

• Strong knowledge of Financial Institutions clients and the transaction banking landscape.

• Understanding of Payments, Cash Management, SEPA, SWIFT, Instant Payments, API Connectivity, Liquidity Management, and Digital Channels.

• Demonstrated ability to manage operational performance against key service metrics and KPIs.

• Experience driving productivity, quality, service level management, and process improvement initiatives.

• Strong analytical skills with the ability to identify trends, root causes with a focus on continuous improvement.

• Ability to leverage data, technology, and AI-enabled…