The Institutional Customer Service Team Leader is an intermediate management-level position responsible for ensuring that the CitiService Team executes the processes in line with policies and procedures, providing full leadership and direction of a team to provide services, 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
- Ensure all local regulations and institutional standards; policies, procedures including Compliance and reporting requirements are met.
- 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.
- Perform monitoring of key controls. Risk Assessment Model that provides a monthly / quarterly / annually assessment of the risk control environment. Implement and execute effective controls to detect risk areas, weaknesses & issues and develop corrective action plan where needed. Keep documented evidence of control implementation plan and compensating controls.
- Involve in global, cluster initiatives and forums to represent the team and country.
Qualifications:
- Over 10 Years experience in service or call center management
- Previous experience in financial services
- Management and decision-making skills
- 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
- Advanced level English
- Remote management and coordination capabilities
Education:
- Bachelor's degree/University degree or equivalent experience
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Job Family Group:
Customer Service
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Job Family:
Institutional Customer Service
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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