Job Description The Institutional Customer Service Manager is an intermediate management-level position responsible for providing full leadership and direction of a team to provide client resolution and support in coordination with the Customer Service team. The overall objective of this role is to ensure the seamless delivery of customer service support to external clients.
Responsibilities:
Manage Customer Service unit typically consisting of multiple teams of non-exempt staff performing related tasks (e.g., customer service, training, business planning and analysis)
Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own area
Provide solutions and influence decisions with potential for broader organizational impact
Contribute to the development of new customer service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact
Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels
Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact
Lead or support special projects and/or task forces and negotiate with external parties, as needed
Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications:
3-8 years of previous experience in call center management preferred
Previous experience in financial services preferred
Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision
Demonstrated ability to lead teams to deliver results
Ability foster a work environment of coaching, feedback and open communication
Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction
Demonstrated organizational and problem-solving skills
Able to work successfully in a high-pressure environment and closely with peer group
Education:
Bachelor's degree/University degree or equivalent experience
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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - MY
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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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