Citi Customer Service Supervisor in United Arab Emirates

  • Primary Location: United Arab Emirates

  • Education: Bachelor's Degree

  • Job Function: Sales

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17023182


Job Purpose

Overall supervision of all customer service executives in a given branch/financial center ensuring accurate and timely resolution of all customer queries and complaints according to Citibank standards and Compliance policies.


  1. Hiring, retaining, motivating, training, maintaining, managing employees and their ongoing goal setting and performance appraisal. Further, effectively manage capacity and staff leave/vacation schedules ensuring that all customers are efficiently attended to during working hours.

  2. Ensure customer enquiries and complaints are handled proficiently maintaining highest levels of satisfaction at customer end. Manage all escalated and complicated issues in a professional and timely manner.

  3. Ensuring smooth interactions with all stakeholders that are involved in customer complaint resolutions.

  4. Reviewing and improving work flows, processes and service standards and turn around time for customer enquiries.

  5. Recommending product and system enhancements as well as introduction of automation to senior management, allowing Citibank to meet the competitive edge.

  6. Taking full ownership of ECCMS both Requests and Complaints by minimizing escalations.

  7. Plan, improve and execute service strategy aiming to achieve optimum customer satisfaction survey results.

  8. Identify, prevent and report potential fraudulent transactions by ensuring that all customer accounts have the right controls in place and that such cases are brought to the managers attention on time and accurately.

  9. Maintain close coordination between other branches supporting each other in handing customer queries and in all types of customer communication.

  10. Ensuring satisfactory ratings on the MCA (Manger Control Assessment) .

  11. To review and recommend account closure for accounts that have multiple check return.

  12. Timely submission of branch score card, BOF and Audit Deliverables.

  13. Monitor all relevant MIS’s and ensure they are resolved in a timely manner.

  14. Ensure strict adherence to the branch mandatory controls, processes and policies.

  15. Closely monitor the NPS rating and work towards achieving the rating as per bank requirement.

  16. Track and ensure completeness of the branch mandatory trainings for all staff.


Minimum Qualification/ Experience/ Knowledge

Technical Know-How

Excellent command of Microsoft Word, Excel, Outlook.

Excellent command of all Citibank systems and procedures.

Arabic language skills are an advantage for this role


Bachelors in Banking, Administration, Accounting, Finance, Economics etc


3+ years in a customer service role in a banking environment.

Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.

Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organizational success.

Citi is an Equal Opportunities Employer.