Citi Group Sr Customer Service Manager - VP Hybrid 

United States, Virginia, Norfolk 

109917357

Responsibilities:

• 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
• Demonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge
• 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.
• Manage departmental performance by defining and measuring performance standards in order to optimize productivity and capacity.
• Review and manage contractual metrics to ensure service levels are met.
• Identify control deficiencies/gaps and implement solutions to minimize operational risk. Perform frequent control reviews.
• Align and manage team resources to accomplish key priorities and objectives.
• Network and navigate within the organization to resolve issues.
• Create and maintain a team that is focused on delivering premier service and owning their issues to resolution.
• Ensure that adequate staff coverage is available at all times to manage the daily processes and call volumes.
• Track and manage outstanding client issues to ensure a timely resolution.
• Keep team knowledge current on all new functionality, technology and product roll outs.
• Proactively manage staff development and training; deliver performance coaching, provide feedback and complete formal performance evaluations for team members

Qualifications:

• Minimum 4-5 years direct management experience of teams consisting of 10 or more exempt level employees.
• Experience interacting with large corporate and government clients
• Senior management experience
• Consistently demonstrate clear and concise written and verbal communication
• Energetic leader with demonstrated strength in managing multiple tasks simultaneously and success leading teams producing optimal results.
• Able to communicate clearly and concisely in all aspects of the job and with multiple audiences in mind.
• Strong interpersonal skills, ability to resolve conflicts.
• Demonstrated leadership skills and ability to lead, direct and motivate staff with integrity.
• Computer proficiency to include PowerPoint, Visio, Word and Excel, Total Systems 1, CMS, TCS and telephone experience.
• Strong verbal and written communication skills.
• Proven analytical skills. Proven ability to utilize logic and systematic processes to analyze and solve problems. Well-developed problem solving skills necessary to research and trouble shoot client issues.
• Extensive knowledge of Commercial Card preferred
• Proficient with TSYS is a plus

Education:

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

Anticipated Posting Close Date:

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