About Citi Services Services is a market-leading and award-winning Service provider of cash management, cards, securities, and Trade solutions. We serve financial institutions, public sector entities, and corporate clients globally, leveraging a vast network spanning over 100 countries to offer integrated service solutions for our clients across most geographies. We support our Services Business which is at the forefront of digital innovation, continuously developing new products and services to meet evolving treasury requirements and unlock growth opportunities for our clients. Our offerings include dynamic information, tools, and APIs that empower clients to efficiently manage their portfolios, financial positions, working capital, and supply chains and we are there to eliminate friction points the clients may experience, or simply improve their experience with Citi.
Position Objective The Global CitiService Corporates Premium Service Manager Head will join the Global CitiService Corporates senior leadership team. This critical role is responsible for leading Citi's global Premium Service Model organization supporting the Bank's largest multinational corporate clients. This critical role is responsible for driving service excellence for Citi's Premium Model Corporate Clients across the globe, including strategic planning and execution. The role defines and executes the client service strategy, ensuring consistent service delivery, operational excellence, digital transformation, and an outstanding client experience across all regions. The position leads a global organization of Service Manager Cluster Leads and Service Managers, partnering with Product, Sales, Operations, Technology, and Client Coverage teams to support business growth, client retention, and strategic initiatives. This position may also serve as the CitiService site Head, representing all Payments CitiService products for the region. The role supports a large and complex client base, including many Fortune 500 companies, who utilize Citi's comprehensive cash product suite, featuring global products (e.g., WorldLink, USD and Euro Clearing) and local market solutions (e.g., Faster Payments, ACH, SEPA, Payer ID, Virtual Accounts, Wallets). The team provides essential day-to-day transactional and account-level support to our clients' Treasury, buying, collections, and finance teams.
Key Responsibilities
Strategic Leadership & Transformation:
Define and implement the strategic vision for the continuous re-engineering and transformation of the Global CitiService Corporates Premium Model function, aiming to enhance client experience and satisfaction.
Direct the execution and delivery of global transformation initiatives, ensuring service and process consistency across the global footprint and simplifying the business for optimal client service.
Act as a trusted partner to Sales, Banking, and Client Experience Teams globally to drive business growth. Client Management & Advocacy Maintain a strong client focus, acting as a dedicated client advocate who understands client needs and drives customer satisfaction.
Build strong, trust-based relationships with clients by anticipating their needs, taking ownership, and ensuring timely management and effective resolution of inquiries or escalations.
Prepare teams for new and enhanced product and service offerings, collaborating with Client Delivery Readiness, Product Management, Technology, and Operations to ensure seamless implementation of service processes. Operational Excellence & Risk Management Build and leverage a strong network of internal relationships across global and regional Operations, Product Management, Sales, Banking, and Technology teams.
Manage complex and highly variable issues with a comprehensive understanding of multiple functional areas and underlying business concepts.
Provide evaluative judgment based on in-depth analysis of information in complicated, unique, and dynamic situations.
Appropriately assess and mitigate risk in business decisions, safeguarding Citigroup's reputation, clients, and assets. This includes ensuring compliance with applicable laws, rules, and regulations, adhering to policy, applying sound ethical judgment, and managing and reporting control issues with transparency.
Develop and monitor effective controls, compliance, and Continuity of Busi
