[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Citigroup jobs](https://jobs.opennash.com/companies/citigroup/) · [Search jobs](/search/) Citigroup · Kowloon Hong Kong # Vice President, Customer Services Senior Manager, Contact Center Kowloon Hong Kong Full-time Executive Customer Support Listed on Citigroup’s official careers site. Posted October 13, 2026. Check that it is still open and apply there. [Apply on Citigroup’s careers site →](https://citi.wd5.myworkdayjobs.com/2/job/Kowloon--Hong-Kong/Vice-President--Customer-Services-Senior-Manager--Contact-Center_261001692) [OpenNash Jobs](https://jobs.opennash.com/) / [Citigroup](https://jobs.opennash.com/companies/citigroup/) / Vice President, Customer Services Senior Manager, Contact Center ## Job description Lead a high-performing customer service team and shape the daily operations of a major contact center as a Customer Service Senior Manager at Citi. This role owns the performance, quality, and productivity of a team of approximately 35 customer service professionals, driving results through coaching, process improvement, and strong operational leadership. You will partner with senior stakeholders across regional and global teams, with the opportunity to grow into broader cross-market leadership. ### Responsibilities Manage the daily floor operations of a customer service team of approximately 35 staff within the contact center. Resolve complex and uncommon service issues that carry significant impact on the organization. Evaluate team performance and make recommendations on pay, promotions, hiring, and terminations. Coach and mentor team leaders while supporting succession planning for future leadership needs. Develop employees' skill sets to expand team capabilities and create growth opportunities. Recommend new work procedures and contribute to new customer service techniques and models. Drive process improvements that remove friction points and improve team efficiency. Recruit and build a team of productive customer service professionals through coaching and motivation. Represent the team in senior management meetings alongside regional and global stakeholders. ### Required Qualifications & Skills 6 to 10 years of related experience in a senior role with people management responsibility. Experience in contact center operations or banking is required. Passed HKSI Paper 1, 7, and 8 licensing requirements. Working knowledge of Design Thinking, Lean, and Agile methodologies. Proficient project management skills. Effective written and verbal communication skills. Strong influencing and relationship management skills. Bachelor's degree or equivalent. Beneficial ### Skills & Qualifications Master's degree. Experience collaborating with senior management and global teams. ### What We Offer Join a team where your leadership directly shapes service quality for customers and where strong performance opens the door to broader, global-facing opportunities. Lead a sizable team and own measurable outcomes in a fast-paced service environment. Gain visibility with senior management and exposure to global stakeholders. Build your leadership capability through mentorship and succession planning responsibilities. Work in a hybrid arrangement with 3 days in the office and 2 days working remotely. Access ongoing learning and development opportunities to support your career growth. Benefit from financial wellbeing programs and family support resources. Apply today and help lead a team that delivers exceptional customer service at scale. ------------------------------------------------------ Job Family Group: Customer Service ------------------------------------------------------ Job Family: Service ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster. ## At a glance - Posted by the employer: Oct 13, 2026 - First seen by OpenNash: Oct 20, 2026 - Last checked: Oct 20, 2026 - Listed for: 7 days - Location: Kowloon Hong Kong - Employment type: Full-time[Apply on Citigroup’s careers site →](https://citi.wd5.myworkdayjobs.com/2/job/Kowloon--Hong-Kong/Vice-President--Customer-Services-Senior-Manager--Contact-Center_261001692) ## More jobs at Citigroup ### [Client Service Specialist](https://jobs.opennash.com/companies/citigroup/jobs/98ff9b3695c5b0886cf7/) Kowloon Hong Kong ### [Prime Brokerage Client Service - Analyst](https://jobs.opennash.com/companies/citigroup/jobs/dbb02638d3ef82aa9281/) Kowloon Hong Kong ### [(Assistant) Vice President, Equities Delta 1 Middle Office Senior Manager](https://jobs.opennash.com/companies/citigroup/jobs/715db3f771b83bd4f010/) Kowloon Hong Kong ### [(SAS required) Wealth Lending In-Business Risk Stress Testing, Credit Portfolio Sr. Analyst, AVP](https://jobs.opennash.com/companies/citigroup/jobs/3dd9acadb5c06c1e90d4/) Kowloon Hong Kong ### [APAC Head of Equity Finance Technology](https://jobs.opennash.com/companies/citigroup/jobs/c2cc65f8b8c528d26963/) Kowloon Hong Kong ## Similar jobs at other companies ### [Associate Vice President, Adjudication Services](https://jobs.opennash.com/companies/cvs-health/jobs/f7712848556d06abca79/) CVS Health ### [Securities Services - Investor Services - Global Custody Tax Product Manager - Vice President](https://jobs.opennash.com/companies/jpmorganchase/jobs/a6a00f877e7f9c3490af/) JPMorganChase · LONDON, United Kingdom ### [Payments - Merchant Services - Product Manager, Omnichannel Solutions – Vice President - Dublin](https://jobs.opennash.com/companies/jpmorganchase/jobs/e3cc2b0a0cfbfa7c6fcb/) JPMorganChase · Dublin, Ireland ### [Staff Assistant to the Procurement Central Services Office/ Vice President (f/m/div)](https://jobs.opennash.com/companies/infineon-technologies/jobs/e96a0173e5048d36e877/) Infineon Technologies · Munich ### [Assistant Vice President / Vice President, Sales (Securities Services)](https://jobs.opennash.com/companies/china-citic-bank/jobs/99cca60339538cdbd816/) China Citic Bank OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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