AVP – Affluent Segment Lead – Contact Center

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Job Overview

The AVP – Affluent Segment Lead – Contact Center is a management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.

Responsibilities:

• To ensure best-in-class client experience provided, managing key performance indicators including RSAT, FCR, TSF, Call volume, Sales Referral, and Productivity to meet business expectation.
• Resolve issues that include uncommon and complex situations with significant organizational impact. Handling of escalated client complaint and to provide resolution across relevant departments, and liaison with FIDReC local regulator on disputed cases when needed.
• Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc. Drive organizational change through innovation and process improvement, eliminating friction points for team.
• Develop leaders by providing guidance and mentorship in conjunction with succession planning. Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities
• Recommend new work procedures and contribute to the development of new customer service techniques, models and plans. High adaptability in GenAI enablement initiatives, participation in requirement discussion, function testing, assistance to agent usage, etc.  
• Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
• 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:

• 5-8 years of relevant experience
• Intermediate to senior level experience in a related role with people management experience
• Call Center management experience, preferred
• Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
• Proficient project management skills
• Effective written and verbal communication and presentation skills
• Influencing and relationship management skills
• Language proficiency in English and Mandarin to work with Mandarin speaking customers, internal and external stakeholders.

Education:

• Bachelor's/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.

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Job Family Group:

Customer Service

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Job Family:

Service

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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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