Citi is seeking a Service Manager Senegal.
The requirements and responsibilities for all aspects of this role include (but are not limited to) the following:
Management and governance of the offshored West and Central Africa Client Services functions.
Responsible for the management and oversight of all day-to day activities within the offshored team
Participate as part of the West and Central Africa Client Operations Team, patnering with key internal and external stakeholders and the offshored team to drive the vision and strategy of the business, ensuring the optimisation of the Client Operations footprint.
Develop effective working relationships with the offshored team and country management, while also ensuring services provided are to the standards required as per the contractual agreements in place.
Implement consistent governance and controls, in line with local policies
Interface with clients and internal stakeholders at a senior level, acting as escalation point as well as a strategic business partner.
Your responsibilities as Service Manager at Citi
The Client Service function for Senegal and Cote D’Ivoire has been insourced to Citi Dublin. However, the Service Manager (SM) will retain oversight of the migrated functions. Accordingly, a robust governance model is fundamental to ensuring the success of the migration.
The role will require the successful candidate to form effective working relationships with all stakeholders and ensure that services to clients are within agreed standards and in line with established service model. This will involve the management of a portfolio of client relationships to ensure clients are satisfied with Citi’s products and services
The SM will be responsible for management of processes, including, but not limited to those listed below;
Process Management
Process Change Approval
Crisis Management
Initiatives
Thought Leadership
Complex Deal Reviews
Approvals/Decisions
Escalation Point
Product Reviews
Change Execution
People Management
Regulatory Reviews
ICSA and PLSD Ownership
SOW Ownership
Weekly/Monthly Reporting
KPI Analysis
Process Optimization and Reengineering
Key Responsibilities:
Ensure relevant process documentation is in place and up to date
Ensure daily BAU activities are all completed within stipulated turnaround times
Carry out KPI analysis and ensure all KPI’s are adhered to, investigating and escalating where not
Weekly and Monthly reporting
Ownership for integrity of processes, operations and associated results
Process optimization and reengineering
Take ownership of all crisis situations, acting as liaison with business partners and providing regular updates to key stakeholders
Maintain and own initiative tracker – driving forward change initiatives to improve process effectiveness
Compliance with Citi requirements relating to Governance Oversight
Provide thought leadership to offshored teams
Undertake Governance and Oversight reporting requirements
Actively engage in complex deal reviews, owning inputs from Client Operations
Act as escalation point for Client Operations
Sig
Engage in Product reviews
Own impact analysis during crisis situations
Actively manage change execution
Engage and act as lead on regulatory reviews
Ensure that a robust and appropriate governance oversight model is in place to manage all offshored teams – daily, weekly and monthly calls etc.
Manage headcount according to budget commitments both on and offshore
Identify, develop and retain key talent on behalf of the overall business. Manage the performance of the direct reports, addressing poor performance sensitively and promptly and recognizing exceptional performance using the full range of supports within Citi.
Act as COB point for CWA Dublin Hub Service team and also as Service Manager for Cote D’Ivoire and Senegal.
Own the VoC process
Carry Our monthly Service Quality Reviews for both countries highlighting any service issues and owning the resolution
Job requirements
In depth understanding of Products, and how each functional area collectively integrate to deliver against Product objectives
Minimum of 5 years’ experience in financial services
Proven ability to handle complex and sensitive client requests
Demonstrable ability to interact with senior management and clients
Proven ability to meet new challenges, assimilate new information and to influence people through maturity of approach
Proven ability to manage and lead teams both in-location and remotely
Proven ability to lead cost saving initiatives
Proven ability to handle complex issues, system outages, change and recoveries
Good command of risk management processes
Experiencing of managing budgets
In depth knowledge of Citi policies and regulations
Demonstrated ability to provide outstanding client service
Demonstrated interpersonal skills
Presentation skills: Comfortable with audience of tenured, senior level professionals
Skills:
Excellent written and verbal communication skills and ability to communicate and influence at an appropriate level
Developed communication and diplomacy skills, to guide and influence others without direct authority
Excellent attention to detail is essential
An advanced Customer Service mindset with skill to instil a client centric culture across the operations
Good organizational skills with the ability to work under pressure and prioritise within aggressive deadlines
Superior people leadership/management skills with the ability to engage employees in relation to the future vision of the organization
Ability to design and implement standards for team to operate under
Strong Influencing and negotiation skills; ability to build effective networks and relationships
Flexibility
Commercial awareness
Facilitator and enabler of change
Qualifications:
Bachelors degree or equivalent experience
Master degree and/or professional qualification are added advantage for the role
Citi is an Equal Opportunities Employer
