Financial Institutions Regional Service Manager (Hybrid)

For additional information, please review . Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end across geographies and products Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client's advocate, anticipating client needs, and developing client confidence in Citi's products and processes Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client's business and unique requirements Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider Provides support and guidance to service partners to ensure a seamless client experience across regions Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners) Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals Acts as client advisor in the client's interest while driving cross-regional & cross-functional process improvement opportunities Extensive relevant experience Previous experience in client facing level 1 tech support or client service Excellent attention to detail and strong problem solving skills Excellent interpersonal and verbal & written communication skills Ability to thrive in a high volume team environment Ability to educate clients on navigation and functionality in a virtual environment Experience working directly with clients Ability to analyze potential issues, document the relevant details and escalate to the appropriate tech/product/etc. teams Excellent organizational, time management, and prioritization skills