Citi Group AVP Institutional Customer Service Manager 

United States, Florida 

635497854

processes and

Responsibilities:

• Fraudunit typically consisting of multiple teams of non-exempt staff performing related tasks (e.g., customer service, training, business planning and analysis)
• Responsible for ensuring performance targets and service level agreements are met for specific processes
• 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 newdispute processing and fraudtechniques, 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
• Responsible for identifying, implementing, and maintainingappropriate risk controls for the process to minimize financial losses and maintain regulatory requirements
• 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 financial operations management preferred
• Previous experience with VISA and Mastercard fraud and/or non-fraud dispute processes preferred

Commercial Card product, Client, and systems understanding preferred

• Ability to work with and understand large data sets through communication and visualization to third-parties in a simplified way for their understanding preferred
• Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision
• Demonstrated ability to lead teams to deliver results
• Ability to 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

Anticipated Posting Close Date:

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