Assistant Vice President, HR Inquiry Management Operations Support Manager, Philippines (Hybrid)

Shape your Career with Citi

Citi’s Human Resources (HR) team helps Citi to attract, retain and develop our employees across the globe.  The team does this through supporting key areas including recruiting, diversity, global learning and talent development, benefits, compensation and employee relations.

We’re currently looking for a high caliber professional to join our team as Assistant Vice President, HR Inquiry Management Operations Support Manager - Hybrid (Internal Job Title: Assistant Vice President, Ops Sup Manager  - C12) based in Manila, Philippines.  Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

The HR Delivery Inquiry Management Supervisor is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to deliver day-to-day HR Inquiry Management support in coordination with the Human Resources team. The overall objective of this role is to ensure the seamless delivery of HR services to client groups within Citi.

In this role, you’re expected to:

• Manage daily inquiry management queue management activities

• Work closely with management in process improvements and Innovation projects, makes judgments and recommendations based on analysis and domain knowledge in order to increase customer satisfaction and minimize any possible risks

  • Performs process coordination/discussions with other pillars (local/regional/global) to resolve inquiries 

  • Performs analysis on voice of customer survey/ customer satisfaction results 

• Effectively supervise the activity of others and create an accountability framework

  • Executes People management tasks

  • Performs Quality check on Inquiry Management cases

  • Performs Team Access/Entitlement management

  • Lead team huddles and/or weekly team meetings

  • Ensure Learning Management System (LMS) required Trainings are completed 

  • Staffing / Interviewing of Team resources

• Analyze Operations information and make evaluative judgements to solve problems

• Be responsible for Identifying and resolving routine problems and operational issues with broader departmental impact within established procedures

  • Performs Escalation Management

  • Appropriately assess risk when decisions are made

  • Applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency

  • Handles Inquiry Management resources content management (SOP, Knowledge Articles, Sharepoint)

  • Participate and/or leads global projects

• Constant monitoring of work volumes in order to achieve operational metric targets by managing and balance incoming workload with available staff.

  • Queue coordination

  • KPI Monitoring

  • Lead team huddles and/or weekly team meeting

• Use a forward-thinking approach and explore innovations on the current process, act as Subject-Matter-Experts/Point-of-contacts for specific areas of concern

• Serve as a backup for manager, as needed

• 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.

Additional Job Description:

• Lead the Operations Support department through delegation of tasks and responsibilities for multiple teams

• Conduct performance evaluations, compensations, hiring, disciplinary actions, and terminations of team members as well as determining staffing needs

• Monitor team’s end results, ensuring quality and efficiency and contributes to resource planning, budget management and formulation of procedures

• Contribute to development of new techniques, models, and plans within area of expertise

• Facilitate alignment of the Operations Support infrastructure through focused technologies and processes

• Ensure compliance with government regulations as they pertain to retail accounts serviced through the evaluation and implementation of appropriate control and testing measures

• Provide evaluative judgement based on analysis of information and in-depth knowledge of policies and procedures in complicated and unique situations

• Has the ability to operate with a limited level of direct supervision.

• Can exercise independence of judgement and autonomy.

• Acts as SME to senior stakeholders and /or other team members.

• Ability to manage teams. 

• 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.

As a successful candidate, you’d ideally have the following skills and exposure:

• 6-8 years of relevant experience in operations management. Understanding of HR operations an advantage.

• Strong customer service background

• Demonstrated people management experience

• Proficient in Microsoft and HR systems

• Consistently demonstrates clear and concise written and verbal communication

• Demonstrated leadership and organizational skills

• Bachelor’s degree/University degree or equivalent experience

Working at Citi is far more than just a job. A career with us means joining a family of more than 200,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei