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Citigold Wealth Management-Team Manager

Locations: San Antonio, Texas, O'Fallon, Missouri Job Function: Accounting, Citigold, Wealth Management, Consumer Sales Employee Status: Regular Job ID: 20215744

Description:

Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, and wealth management. 

Citigold Wealth Management (CWM) provides banking and wealth management services via our Citibank branch-based advisors and centralized service centers. CWM will lead efforts to dramatically expand our personal wealth management capabilities and provide our high net worth clients (defined as $1MM+ Deposits & Investments with Citi) with a robust and differentiated banking & wealth management value proposition. 

The Citigold Wealth Management Team Manager will have direct supervisory responsibilities over staff who are handling inbound and outbound calls.  Responsible for ensuring team members are providing accurate and customer oriented solutions.  Heavy focus on coaching and developing staff including call/email monitoring, one on one observations, scorecard review and performance to goals.  Works closely with Resource Teams to obtain front line metrics (e.g. questions raised, frequency of escalated items, etc...) and use that data to develop individual and team based coaching opportunities.

Key Responsibilities:

  • Supervising, managing, monitoring, coaching, developing and evaluating performance of direct reports on an ongoing basis and in accordance with applicable performance standards
  • Mentors, coaches, and evaluates individual and team’s progress including skills assessments, call listening and takes corrective measures to ensure service standards are met
  • Conducts quality assurance monitoring of direct reports to ensure excellent service is being provided to Citigold clients
  • Works with business partners in identifying performance issues, drafting and executing coaching strategy and delivering team and individual based training
  • Collaborates with training partners to align coaching efforts with training strategy, focusing on knowledge and service improvement and enhancement
  • Collaborates with HR team to formalize development plans for staff as well as managing performance issues
  • Fosters and encourages a culture of ownership, accountability and solutions delivery through effective education, communication and management
  • Identifies, establishes and manages relationships with strategic partners to enhance business deliverables and ensure Citigold client issues are being addressed promptly

Qualifications

  • Knowledge of customer service and contact center management with emphasis in the areas of service delivery and performance management.  Experience in managing a 24x7 service delivery environment
  • Proven track record in effective coaching outcomes, influence, and people development 
  • Customer focused, detail oriented individual with ability to maintain a positive attitude in high-stress and fast-paced work environment
  • Strong desire to create a top notch client experience with every client, every day
  • Prior work experience in a related job that would provide a comprehensive understanding of activities, policies, procedures, and concepts of the work area
  • Understanding of multiple products across business lines combined with exceptional networking and relationship building skills.
  • Excellent verbal, written and interpersonal communication skills.
  • Series 7, 63, 9, 10 Licenses required
  • BS/BA degree or equivalent combination of education/experience


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Job Family Group:

Consumer Sales

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Job Family:

Consumer Sales Support

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Time Type:

Full time

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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