Citi UAE
Service Relationship Team Lead
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 18/02/2026
Job overview
Date posted
04/01/2026
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
18/02/2026
Job description
The Service Relationship Team Lead role at Citi in Dubai is a leadership position responsible for providing full direction to a customer service team delivering end-to-end client account relationship management within a global banking environment. The role focuses on proactive engagement with customers to understand needs, resolve inquiries, and enrich relationships by mobilizing additional funds and enabling access to banking products and services. The position ensures strict adherence to Citi’s policies, operational risk controls, KYC/AML requirements, and regulatory standards, while maintaining audit readiness and safeguarding the firm’s reputation. The role also drives digitization initiatives, process automation, and continuous improvement to enhance customer satisfaction, loyalty, operating efficiency, and service accuracy, while managing compliance, risk, and control frameworks across business-as-usual operations.
Required skills
Key responsibilities
- Lead and provide direction to a customer service team performing client account relationship management activities
- Review customer needs proactively and engage clients to validate requirements and deliver appropriate resolutions
- Execute and oversee day-to-day customer service operations in line with Citi policies and guidelines
- Resolve client inquiries, issues, and provide ongoing customer support
- Advise customers to deepen relationships by mobilizing funds and promoting banking products and services
- Ensure full relationship coverage through prescribed engagement models including onboarding and periodic interactions
- Ensure strict adherence to compliance, regulatory, KYC, and AML requirements
- Identify and implement process and service improvement initiatives to enhance customer satisfaction and operating efficiency
- Maintain audit-ready status by ensuring operational risk mitigants, checklists, and process manuals are followed
- Accelerate service delivery through analytical thinking, automation, and process simplification
- Identify opportunities for straight-through or centralized processing to reduce cycle time and costs
- Ensure all work processes are executed timely, accurately, and error-free in line with bank policies and regulatory requirements
- Complete and follow up on documentation for client transactions, investments, and due diligence needs
- Drive the bank’s digitization strategy by preparing clients to be digitally equipped
- Assess and manage risk appropriately in business decisions, escalating and reporting control issues transparently
Experience & skills
- Possess 5–7 years of experience in customer service and relationship management within banking or financial services
- Demonstrate basic knowledge of banking products including deposit accounts, credit cards, and time deposits
- Exhibit experience in compliance, operational risk, and regulatory adherence
- Show capability to lead teams and work across cross-functional units
- Demonstrate ability to manage client relationships, onboarding, and engagement models
- Operate effectively within audit, risk, and control frameworks
- Be a UAE National as specified in the role requirement
