AVP - Client Services Team Leader - Hybrid

Pt. Citibank (Jakarta, Jakarta, Indonesia)

DKI Jakarta, Indonesia

Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients. We have 200 years of experience helping our clients meet the world's toughest challenges and embrace its greatest opportunities. We are Citi, the global bank – an institution connecting millions of people across hundreds of countries and cities.

About this position

The Client Services Team Leader is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Client Services team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities

• Support Client Services unit, typically consisting of multiple teams performing related tasks (e.g., customer service, training, business planning and analysis) to ensure service meets or exceeds client expectations
• Recommend new work procedures and contribute to the development of process enhancements, customer service techniques, models and plans, as needed
• Resolve variable issues that are occasionally complex with substantial impact to the business and apply in-depth knowledge of policies and disciplinary knowledge of concepts and procedures within own area
• Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels
• Inform clients of ongoing market initiatives
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Requirements

• 5-8 years of previous experience required
• In-depth disciplinary knowledge
• Consistently demonstrate clear and concise written and verbal communication
• Proven diplomatic and analytical skills
• Bachelor's degree/University degree or equivalent experience