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Senior Director role overseeing CitiService operations, driving customer service strategy and digital transformation across Tampa, Florida.
Lead cross‑functional teams, manage budgets and ensure compliance while partnering with internal and external stakeholders.
Job Overview
Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 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.
About Investor Services
Citi’s Investor Services provides a comprehensive suite of services across over 100 markets globally, supporting significant product and client growth in local and global products including Custody, Funds & Execution Services. We are a critical partner for our clients, ensuring efficient and scalable operational services
The CitiService Group Mgr manages multiple teams through other managers. In-depth understanding of how own sub‑function contributes to achieving the objectives of the function. A good understanding of the industry, direct competitors' products and services, is also necessary to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas. Excellent communication skills required to negotiate internally, often at a senior level. Some external communication/negotiation may be necessary. Responsible for executing functional strategy in area managed. Determines approach to implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation, and contribution to future strategy of the area(s). Impact reflects size of team managed, strategic influence on the business and interaction with other functions or businesses.
For CitiService Investor – this role will also include alignment to one of the business line segments as a lead for that segment and stakeholders.
Responsibilities
- Drive the strategy for Customer Service to deliver on regional needs and ensuring alignment with Global priorities.
- Lead Self-service and Client Digitization agenda across the region
- Partner with Client coverage partners and Product/ Line Operations to drive Digitization and continuous marked improvement in Voice of Client scores.
- Proactively lead the dialogue with existing and prospective Clients
- Drive standardization and productivity across the region
- Provide the operational and strategic leadership to deliver a high‑quality service to Citi clients and all Internal stakeholders
- Implement effective and appropriate governance structures resulting in a robust operational control environment
- Developing relationships with key clients, facilitating, and leading on‑site visits and ensuring timely and appropriate client communication
- Ensure resources are aligned to support global/regional business strategy and seamless delivery of services
- Proactively identify and manage risks which may impact product/service delivery to clients, rapidly adapt to changes in the Client expectations, Capability, regulatory and compliance framework; proactively raising self‑identified issues; and addressing all issues completely and in a proactive manner through the drafting, implementation, and tracking of relevant Corrective Action Plans (CAPs)
- Extensively collaborate with Client coverage/ Sales, Business, Operations and Customer Service (regionally and globally) to evolve Client Service model to meet client expectations and enhancing the Service model (self‑service/ digital being the key principles) as new capabilities are launched
- Continuously engage with other regional and global partners to ensure consistency in Service Delivery of Citi’s global clients
- Work with Sales on ensuring Clients’ expectations are properly set and met through the Sales/ RFP/ Client Onboarding stages
- Ensure delivery of financial budgets with a sustainable pipeline of productivity book of work
- 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
Job Family Group
Customer Service
Job Family
Institutional Client Management
Time Type
Full time
Primary Location
Tampa Florida United States
Primary Location Full Time Salary Range
$170,000.00 - $300,000.00 In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
Most Relevant Skills
Please see the requirements listed above.
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
Automated Processing and AI
We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi. Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision‑making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.
Illinois residents – AI Notice and Right
Citi is an equal opportunity employer
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi . View Citi’s EEO Policy Statement and the Know Your Rights poster.