Global CitiService Corporates Premium Model Head

Global CitiService Corporates Premium Service Manager Head

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 Business (COB) planning, alongside operational audits, corporate reviews, and industry examinations.
• Collaborate with the global team to identify opportunities for increased volume and efficiency, maximize productivity, and enhance audit reports and analysis.

Talent & Team Development

• Cultivate an environment where talent thrives, promoting high ethical standards and fostering collaboration.
• Take ownership of talent management, including employee recruitment, development, and retention, inspiring and empowering managers and teams to achieve superior results.

Qualifications

Required Skills & Experience

• 15+ years relevant experience
• Proven thoughtful and progressive leadership with the ability to communicate effectively and constructively at all levels.
• Strategic business acumen with global experience.
• Highly developed problem analysis and solution skills.
• Strong leadership and management capabilities in complex and global operational functions.
• Exceptional organizational and follow-up skills, with the ability to multitask effectively in a high-volume environment.
• Strong influencing skills and adaptability to frequently changing priorities.
• Demonstrated client relationship and solution skills.
• Strong execution skills with a focus on delivering results and closure.
• Excellent interpersonal and communication skills, with the ability to motivate and influence others.
• Successful track record in developing long-term strategic plans and delivering superior results.
• Proven history of effective remote collaboration with global colleagues and matrixed teams.
• Compliance and regulatory experience, including knowledge of client and transaction reporting.

Education:

• Bachelor's degree required. Master's degree preferred
• Relevant professional certifications in leadership, project management, process improvement, client experience, or risk management are considered an advantage.