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Wealth Service Recovery - Team Manager

Job Req ID 21305867 Primary Location San Antonio, Texas; O'Fallon, Missouri Job Category Consumer Sales
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Description:

The Citigold Private Client segment was launched in late 2019 and is the top tier Banking and Investment experience in the US Retail Bank.   The Citigold Private Client (CPC) initiative aims to develop a robust and differentiated banking & wealth management value proposition targeting the High Net Worth segment (defined as $1MM+ Deposits & Investments with Citi)

The initiative delivers a new CPC branded value proposition with comprehensive offerings including enhanced banking and investing package (e.g., preferred pricing / rates / fees, enhanced money movement features / limits/convenience, exclusive investment offerings), stellar client servicing (e.g., dedicated CPC call center with higher entitlement, prioritized servicing across business units), optimized coverage model and premium rewards programs

The Wealth Service Recovery Team Manager will have direct supervisory responsibilities over staff who are handling time sensitive escalations from both internal and external clients.  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 service 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 timeliness and accuracy of complex escalations
  • 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 CPC 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:

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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.

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