avp - regional service manager & platinum service manager (cbna - institutional clients group Operations & technology)Citigroup

The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.
Responsibilities:
Resolve issues that include uncommon and complex situations with significant organizational impact
Evaluate team's performance and make recommendations for pay increases, promotions, terminations, hiring etc.
Develop leaders by providing guidance and mentorship in conjunction with succession planning
Develop employees and their skill sets to expand each team's capabilities and provide growth opportunities
Recommend new work procedures and contribute to the development of new customer service techniques, models and plans
Drive organizational change through innovation and process improvement, eliminating friction points for team
Achieve team performance excellence to ensure high quality and high volume productivity
Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
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:
5-8 years of relevant experience
Intermediate to senior level experience in a related role with commensurate people management experience
Call Center management experience, preferred
Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
Proficient project management skills
Effective written and verbal communication and presentation skills
Influencing and relationship management skills
Education:
Bachelor's/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
RSM/PSM/LSM
Proactively manage a regional/country portfolio of client service relationships and ensure clients are satisfied with and trained on Citi's products and services
Take regional ownership of client servicing issues and facilitate their resolution
Engage business partners, leading a team effort to focus on issues and opportunities that further differentiate Citi in the view of our clients as an industry-leading service provider/external business partners and Regional
Act as the advocate and champion region-wide for process improvements within Citi and in partnership with the client
Provides regional coordination and guidance to the in-country Platinum Service Managers for top tier clients,
Lead region-wide client service performance and participate in communication sessions with all constituents about metrics, client issues, current trends, opportunities and risks.
Establish, provide input and track operational metrics and service level requirements to achieve regional business goals (for all countries where client operates)
Oversee the roadmap for a successful regional relationship with a client by understanding the client's service needs and gaps in delivery
Act as key client contact in the overall service relationship, partnering closely with Relationship Management, Sales, and Product to bring a cohesive support structure and responsiveness to the client
Timely reporting to country and regional seniors regarding significant service issues, action plans, status, and resolution
Senior CSO/CS Deputy:
provide all post sales customer service and handle customer telephone / e-mail enquiries which include product information, customer complaints, system support, investigation/ information request, transaction monitoring, financial and non financial transactions initiation
offer prompt, competent and quality customer services which include:-
o diligent analyses of customer enquiries upon receipt.
o investigate/follow-up with internal suppliers and provide prompt update / solutions to customers to ensure customer satisfaction
o handle customer complaints.
o assist in the overall departmental process improvement initiatives.
work on ad hoc projects/initiatives for the department
Engage business partners leading a team effort to focus on issues and opportunities that further differentiate Citi in the view of our clients as an industry-leading service provider/external business partners and Regional
Leads COB MCA Resolve it and review processes to enhance controls.
Leads monthly calls and governance of CTSM OSH
Ensure that our service quality is communicated throughout the supply chain.
Drive client satisfaction of an excellent service offering.
Drive organizational and process changes that align our service models to our client needs product profitability and overall Regional consistency
Lead Citiservice On-line & Offline teams serving all client segments and transaction banking products for Cash Trade EB L1 queries.
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Job Family Group: Customer Service
Job Family: Service
Time Type: Full time
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. 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 .
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Citigroup

Taguig City, Metro Manila
Permanent
Full-time