Citi Group Vice President Customer Service Sr Manager 

Japan, Chiyoda 

278555937

In this role, you’re expected to:

• Manage one or more teams in servicing and/or sales as well as complex and variable issues with significant impact over department(s) Evaluates team’s performance, make recommendations for pay increases, hiring, terminations and other personnel actions and maintain appropriate staffing requirements to meet operational needs, manage team to meet goals within the budget
• Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost/benefits, make recommendations, develop and oversee implementation plans
• Demonstrates broad working knowledge of Global Client Services functional responsibilities and interdependencies with various business partners, and an in-depth knowledge of functional team responsibilities, procedures, risks and controls

• Possess deep analytical and problem-solving skill, especially to analyze client query matrix, publish regular statistics and key observations for opportunity to improve query management with business and Ops sr. management

• Need to have good communication and interpersonal skills to manage external and internal stakeholders (Operations teams across functions based globally)

• Lead and drive projects to optimize operational efficiency and improve service quality.

• Set and maintain standards of personal and professional performance / behavior, ensuring accountability and adherence to company policies and procedures

• Provides evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolution
• Negotiate solutions and acts as a liaison with internal and external customers, as necessary
• Responsible for delivery of end results, shared responsibility for budget management and accountable for resource planning
• Ensure essential procedures are followed, contribute to defining standards
• Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectations
• 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.

As a successful candidate, you’d ideally have the following skills and exposure:

• 6-10 years of relevant experience
• Experience interacting with large corporate and government clients
• Senior management experience
• Consistently demonstrate clear and concise written and verbal communication
• Strong leadership and ability to drive for execution

Education:

• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred

Time Type:

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