Officer, HR Delivery Inquiry Management Team Lead (Hybrid)

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

We’re currently looking for a high caliber professional to join our team as Officer - HR Delivery Inquiry Management Team Lead - Hybrid 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.

· We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

· We empower our employees to manage their financial well-being and help them plan for the future.

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

· We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

· We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

Citi Human Resources - HR Partnership & Delivery (HRP&D) team provides support covering On-boarding, Employee Lifecycle, Off-boarding, Payroll and Time Tracking, Compensation Administration and Service Delivery as well as HR systems support. The team strives to provide excellent customer service through its product offering to employees and managers whilst focusing on process re-engineering and initiatives to enhance HRP&D's role in Citi.

Job Purpose:

The HR Delivery Inquiry Management Team Lead is responsible for providing customer-centric services to the local/regional Citi population with emphasis on customer satisfaction, accuracy and efficiency and to add value to the employee lifecycle by anticipating, addressing and exceeding their needs and expectations.

The HR Delivery Inquiry Management Team Lead performs a variety of activities as listed below.

Responsibility Composition:

• 90% Production Activity (e.g. task/responsibilities, meetings, risk/control)
• 10% Re-Engineering (with participation in execution)

Key Responsibilities:

• Take ownership of customer enquiries and provide solution to problems in an accurate and timely manner, e.g. assist customers with technical and/or complicated issues across multiple systems—Workday, ServiceNow, Learning Management System, HR Help Center
• Makes judgements and recommendations on issues based on product reviews
• Leads junior team members in order to meet performance targets
• Manages daily IM 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 coordinations/discussions with other pillars (local/regional/global) to resolve inquiries
• Performs analysis on voice of customer survey results (local/regional/global) to resolve inquiries
• Effectively supervise the activity of others and create accountability with those who fail to maintain these standards
• Performs analysis on voice of customer survey results 
• Manage inquiry cases requiring diligent follow-ups and additional coordination with other teams to reach resolution
• Serve as a backup for manager, as needed
• Performs effective triaging of complex inquiry cases
• Provide governance on the SNOW Knowledge Library by ensuring regular review and updates on articles are made
• Provide management of scripts with alignment with generalists
• Ensure timely and accurate service delivery in accordance with stipulated Service Level Agreements (SLAs)
• Serve as the primary point of contact for resolution of issues within designated scope; escalate issues to appropriate parties whenever necessary to resolve issues quickly and efficiently
• Understand customer needs and adjust to customer’s changing priorities
• Ensure availability and accessibility of contact to prevent service lapse in urgent cases
• Adopt a customer-centric approach when handling customer complaints and escalated issues and take accountability for resolving the same through effective coordination with other teams; see issues through the eyes of the customers
• Handle complaints tactfully by showing empathy and care. Assist other specialists in management of complaints and escalations
• Meet and exceed customer expectations by offering exceptional service; demonstrate flexibility whilst consistently complying with company policies and procedures
• Collect feedback from customers through various channels and ensure customer satisfaction
• Engage in discussions, trainings, workshops related to re-engineering and lead re-engineering projects and initiatives
• Resolve varied and complex issues using professional judgment, discretion, and business expertise
• Provide informal guidance and training to new and lower level team members, 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.
• 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 in the generalist and specialist scope.

Qualifications:

• 2-5 years of relevant experience
• Proficient in Microsoft Office
• High level knowledge of related to industry standards and practices
• Ability to work unsupervised and adjust priorities quickly as circumstances dictate
• Consistently demonstrates clear and concise written and verbal communication skills
• Self-motivated and detail oriented
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills

Education:

• Bachelor’s degree/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.

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

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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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