Collections Senior Supervisor

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Job Overview

The Collections Sr Supervisor provides leadership and supervisory responsibility for medium-sized operational/administrative team(s)) of clerical/support employees. Good understanding of procedures and concepts within own technical/subject area and a basic knowledge of other areas in order to understand how they relate to own area. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Improves process efficiencies in support of unit objectives. Requires a basic conceptual/ practical grounding in policies as they apply to the business. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Typically deals with variable issues with potentially broader business impact. Influences decisions through advice, counsel, facilitating services to others or through joint accountability for volume, quality and timeliness of end results. No direct responsibility for financial or resource planning. Work generally affects own team as well as other closely related work teams. Full supervisory responsibilities. including duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.

Responsibilities:

• Directly lead a team of 20-25 associates to achieve individual and team performance goals.
• Analyze daily performance indicators (i.e. availability) and communicate with employees, encouraging awareness and performance
• Manage various performance and productivity objectives through the use of call management system, scheduling software, payroll, adherence and other systems
• Provide leadership, guidance and feedback on individual performance using side-by-side coaching, call monitoring and customer
• Create and foster a trusting and engaging work environment with a focus on employee retention
• Ensure a culture of accountability, integrity and respect
• Participate in various group projects and continuous quality improvement activities
• Participate in recruitment activities as needed
• Fulfilling 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+ years relevant experience
• Direct line management experience in a call center or production environment preferred Bachelor’s Degree or equivalent experience Familiarity and understanding of financial industry preferred Management Skills:

Education:

• Bachelor's/University degree or equivalent experience

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Job Family Group:

Operations - Collections Default

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Job Family:

Core Collections

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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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