cbna - o&t - citiphone team ManagerCitigroup

Position Summary
Lead and develop a Service. Sales, and Digital-centered banking team in the delivery of efficient service excellence, to build and retain a satisfied consumer customer base
Position Objectives
Lead and develop a service and /or sales center banking team in the delivery of efficient service, sales, and Digital excellence, to build and retain a satisfied consumer customer base.
Assist the Call Center Client Service Manager to provide effective and efficient service and sales, where applicable, to ensure customer satisfaction.
Lead & support a team of Customer Solutions Officers to achieve the performance goals of the team and call center.
Work with Call Center management team in communicating and managing day-to-day issues in the Call Center and liaising with customers and clients, where appropriate.
Responsible for a consistently high level of customer & client satisfaction.
Ensures all Ops-related projects are rolled out with minimal to no risk to Country metrics
Complexity/Business Relationships
Generally responsible for medium to large-sized teams.
Typically in charge of specialized teams servicing Citigold, Mortgages and Retention customers.
Typically resolve day-to-day center issues independently.
May act as Deputy Customer Service Manager on a regular basis.
Position Responsibilities
Responsibility to clients
Meet service level objectives as set/pre-determined in Call Center targets.
Undertake quality call coaching & call sampling on team members
Handle customer complaints and implement positive actions to resolve conflict in order to maintain the relationship and goodwill of the customer.
Assist in completing delegated tasks as directed by Call Center management team
Report on customer feedback to identify pro-active steps for the continued success of the business.
Adapt to changing service requirements and keep all team members informed of change in policy, procedure, product and the servicing of campaign.
Respond to customer satisfaction issues and results
Responsibility to each other
Motivate and engage Customer Service Officers to deliver quality customer service standards
Communicate performance and behavioural expectations to individual team members and provide ongoing feedback against performance goals.
Influence and gain commitment from the service team to understand issues surrounding performance of the business and achieving performance goals.
Coach, train and develop team members to effectively align team capabilities with current and future business needs.
Foster a participative and consultative environment.
Communicate links between reward, performance and behaviour and drive team motivation through recognition and reward.
Identify individual talent and retain within the business by identifying career development opportunities and learning experiences.
Responsibility to franchise
Provide recommendations and suggestions to Customer Service Manager to achieve team objectives and demonstrate support for continuous improvement within the team by embracing initiatives delivered by the Service and/or Center Management.
Proactively manage manpower staffing and resources to minimise any adverse impact to the business and ensuring compliance with Citibank policies and procedures.
Maintaining an environment conducive to maximising productivity at all levels.
Participate in cross-functional project assignments.
Lead all Ops-related Project implementations together with different internal/cross-functional units
Experience/Knowledge Needed
Degree in Finance/Finance with approximately 5 years of relevant experience within a Call Center setup.
At least of 2 years of experience in supervising a team.
Demonstrate strong business knowledge with an understanding of the sales process, service and sales relationship, sales procedures and compliance requirements.
Advanced working knowledge of a product or service.
Working knowledge of Call Center processes, systems and technologies.
Skills/Abilities Required
Strong leadership skills.
Quick and resolute decision-making.
Problem solving and analytical skills.
Demonstrates initiative and positive attitude.
Adaptable & proactive.
Strong interpersonal skills with the ability to build effective relationships.
Innovator with the ability to work with limited supervision.
Behaves in an ethical and professional manner at all times.
Results and customer focused.
Ability to work under pressure.
Demonstrates initiatives & positive attitude.
Strong verbal and written communication.
High level of listening & comprehension skills.
Demonstrate efficient organisation and planning skills.
Project management skills
Job Family Group: Customer Service
Job Family: Institutional Customer Service
Time Type:
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

Quezon City, Metro Manila
Permanent
Full-time