The Customer Service Manager, Institutional Clients 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:
- 5-8 years of previous experience in call center management preferred
- Previous experience in financial services preferred
- Language - We require written and verbal fluency in English and one or more of Japanese, Mandarin or Korean.
- 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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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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Primary Location Full Time Salary Range:
$94,300.00 - $141,500.00
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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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Automated Processing and AI
We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.
Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.
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This job opening is for an existing job vacancy.
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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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