Service Senior Supervisor - US Retail Banking - NAM Shift

Role summary

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The role supervises a service team supporting US retail banking customers during the North American shift. Requirements typically include a bachelor’s degree or equivalent experience, several years in banking operations or customer service, strong people-management skills, and familiarity with service quality, risk controls, and performance metrics. Candidates should communicate clearly in English, handle escalations professionally, coach employees, monitor productivity and customer outcomes, and ensure procedures comply with Citi policies and applicable regulations. Experience with workforce management, complaint resolution, process improvement, and banking systems is advantageous. Flexibility for overnight work, sound judgment, and the ability to lead in a target-driven environment are expected.

About the employer

Citi is a major global financial institution providing consumer banking, commercial banking, investment banking, markets, and wealth management services. Founded in 1812 and headquartered in New York, the company serves clients in many countries through a combination of branches, digital platforms, service centers, and institutional businesses. Citi’s Philippines operations, including its large presence in Taguig and Metro Manila, support global banking, technology, operations, risk, and customer-service activities. The organization is known for handling international financial processes and serving customers across different time zones. Employees may receive structured training, health and insurance benefits, performance incentives, and opportunities to move across business functions, although benefits and compensation vary by position and employment terms.

Working in Philippines

The Philippines offers strong opportunities in banking, shared services, customer support, technology, finance, healthcare, and tourism, especially in Metro Manila, Cebu, and emerging cities such as Davao and Iloilo. Taguig is a modern business district with offices, apartments, restaurants, malls, and extensive transport links, though traffic and rainy-season flooding can affect commuting. Filipino culture is generally warm, family-oriented, community-minded, and English is widely used in professional settings. Living costs vary, with housing and transport usually higher in central Manila. Foreign nationals need an appropriate work authorization; employers commonly support an Alien Employment Permit and a 9(g) pre-arranged employment visa. A tourist stay does not authorize employment. Relocating workers should confirm sponsorship, healthcare, taxation, housing, and document requirements before arrival.