The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.

Responsibilities:Resolve 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 staffFulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.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 relevant experienceIntermediate to senior level experience in a related role with commensurate people management experienceCall Center management experience, preferredProficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferredProficient project management skillsEffective written and verbal communication and presentation skillsInfluencing and relationship management skills

Education:

Bachelor's/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

 

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