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Customer Service Senior Manager

Citi

This is a Full-time position in Florence, KY posted September 12, 2021.

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 controlResolve issues that include uncommon and complex situations with significant organizational impactEvaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.Develop leaders by providing guidance and mentorship in conjunction with succession planningDevelop employees and their skill sets to expand each team’s capabilities and provide growth opportunitiesRecommend new work procedures and contribute to the development of new customer service techniques, models and plansDrive organizational change through innovation and process improvement, eliminating friction points for teamAchieve team performance excellence to ensure high quality and high volume productivityRecruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staffAppropriately 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 experienceWorking knowledge of Design Thinking, Lean and AgileProficient project management skillsEffective written and verbal communication skillsInfluencing and relationship management skillsEducation:Bachelor’s/University degree, Master’s degree preferredThis job description provides a high-level review of the types of work performed.

Other job-related duties may be assigned as required.————————————————-Job Family Group: Customer Service————————————————-Job Family:Service——————————————————Time Type:Full time——————————————————Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.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 review Accessibility at Citi.View the “EEO is the Law” poster.

View the EEO is the Law Supplement.View the EEO Policy Statement.View the Pay Transparency Posting

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