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The Service Sr. Manager is a senior management level position responsible for accomplishing results through the management of Customer Service teams that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.Responsibilities:
Manage one or more teams in the Customer Service function; division is based on line of business or product and span of control
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
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:
6-10 years of related experience in senior level role with commensurate people management experience preferred
Working knowledge of Design Thinking, Lean and Agile
Proficient project management skills
Effective written and verbal communication skills
Influencing and relationship management skills
Education:
Bachelor's/University degree, Master's degree preferred
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
The Florence, KY site is a strategic site for Citigroup, with multiple lines of business located on campus. We are seeking career minded individuals who desire to take advantage of the multiple career paths available within our organization.
Together, we serve Citi’s Consumer and Commercial banking division, helping clients from all over the world find answers to their financial questions.
The work that we do here goes way beyond the walls of our facility. We are the face and voice of Citi and we enable Citi to deliver on the high level of service and integrity so critical to helping clients turn their ambition into achievement.
We are a crucial part of how the world views Citi—a responsibility we take seriously. We have a close knit and supportive culture, and consider it a privilege to work with the extraordinary people on our team, in our workplace, and across our organization. We hope you feel the same way, and consider joining us to jumpstart your career and catalyze progress for our clients and for Citi.
Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - USTime Type :Full timeCiti is an equal opportunity and affirmative action employer.Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.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 CLICK HERE at https://www.citigroup.com/citi/accessibility.html .To view the "EEO is the Law" poster CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf . To view the EEO is the Law Supplement CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf .To view the EEO Policy Statement CLICK HERE at http://citi.com/citi/diversity/assets/pdf/eeoaapolicy.pdf .To view the Pay Transparency Posting CLICK HERE at https://www.dol.gov/ofccp/pdf/pay-transpunformattedESQA508c.pdf .Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
