Citi Group Director - Customer Service Sr Group Manager Hybrid 

United States, Texas, San Antonio 

823713353

Responsibilities:

• Drive the strategy for Customer Service to deliver on regional needs and ensuring alignment with Global priorities.
• Lead Self-service and Client Digitization agenda across the region
• Lead the engagement in designing the Service offering for future capabilities
• Lead the overall Client Experience function, with management of the servicing, client experience managers and electronic banking support for the region.
• Partner with Client coverage partners and Product/ Line Operations to drive Digitization and continuous marked improvement in Voice of Client scores.
• Proactively lead the dialogue with existing and prospective Clients
• Drive standardization and productivity across the region
• Provide the operational and strategic leadership to deliver a high quality service to Citi clients and all Internal stakeholders
• Implement effective and appropriate governance structures resulting in a robust operational control environment
• Developing relationships with key clients, facilitating and leading on-site visits and ensuring timely and appropriate client communication
• Ensure resources are aligned to support global/regional business strategy and seamless delivery of services
• Proactively identify and manage risks which may impact product/service delivery to clients, rapidly adapt to changes in the Client expectations, Capability, regulatory and compliance framework; proactively raising self-identified issues; and addressing all issues completely and in a proactive manner through the drafting, implementation, and tracking of relevant Corrective Action Plans (CAPs)
• Extensively collaborate with Client coverage/ Sales, Account management, Business, Operations and Customer Service (regionally and globally) to evolve Client Service model to meet client expectations and enhancing the Service model (self-service/ digital being the key principles) as new capabilities are launched
• Continuously engage with other regional and global partners to ensure consistency in Service Delivery of Citi’s global clients
• Work with Sales on ensuring Clients’ expectations are properly set and met through the Sales/ RFP/ Client Onboarding stages
• Manage an effective client feedback process
• Lead effective periodic client segmentation
• Simplify and standardize processes to enrich and enhance client experience
• Lead the development of Omni-channel Client servicing strategy (online, email, chat, telephone etc.)
• Execute transformation on Client servicing infrastructure
• Lead and execute Customer Service automation through application-led simplification/ automation and mass-scale adoption of Robotics process automation
• Ensure compliance with applicable laws, regulations and Citi policies and responsible for successful outcomes in all Internal Audit and other reviews
• Oversight of MCA process related to O and T entities, conduct a regular review of effectiveness of Process – Risk – Control structures defined in MCA.
• Ensure delivery of financial budgets with a sustainable pipeline of productivity book of work
• 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:

• 15+ years of relevant experience including managerial experience
• Proven working knowledge of the industry
• Consistently demonstrate clear and concise written and verbal communication
• Proven negotiation skills and ability to influence
• Demonstrated leadership with accountability for results and deliverables
• Consistently demonstrate strategic thinking and ability to make complex decisions

Education:

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

Anticipated Posting Close Date:

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