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Career Opportunity

Sales Operations Manager Telesales and Retention

  • Primary Location: Australia,New South Wales,Sydney
  • Education: Bachelor's Degree
  • Job Function: Sales
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18070401


  • Citi, the leading global bank, has approximately 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, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients
  • Citi’s Mission and Value Proposition  explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities
  • Reporting to the Business Manager - Telesales, this role has overall responsibility and management for all sales operations support provided across the sales channels onshore & offshore
  • Support with campaign implementation and offer development/analysis.  Including reviewing marketing campaign requirements, setting up requests, drafting new scripts and coordinating testing prior to launch for all new campaigns
  • Prepare MIS briefing for new campaigns
  • Use strong analytical and statistical reasoning, make recommendations to solve business issues as they relate to the channels
  • Budgetary management including reconciliation and accruals on a monthly basis and development and revision of Sales Plans
  • Drive channel development through working collaboratively with Stakeholders (internal and external)
  • Monthly management reporting for local stakeholders including Partners, such as Coles, Qantas, BOQ, Suncorp, Virgin Money, Diners, Card Services and any new partners
  • Development and implementation, including approval process, of scripts, objection handlers and FAQ. Responsible for amending scripts as required
  • Campaign execution/administration, developing CSO briefs and organising approvals and sign off
  • Manage incentive process including development, approvals, implementation and ongoing reconciliation for all sales channels
  • Monitor daily, weekly and monthly campaigns and financials versus plan and makes recommendations to bridge targets
  • Monitor compliance results and identify areas of improvement and propose recommendations
  • Assist with Monthly Deck production
  • Facilitate and document weekly meetings and sales and service call observe sessions with stakeholders
  • Invoice processing for cost centres and budget administration
  • Support the team on Projects
  • Coordination of performance review sessions including Monthly Reviews, Call listening, calibrations etc. across all channels
  • Point of contact for sales channel escalations, follow ups and feedback from other areas of the business.

Key Competency Requirements:

  • Accountability and Execution - Consistently operate at a high standard of quality and accuracy and within required timeframes. Ensure decisions are acted upon and outcomes delivered
  • Adapts to change - Adapt to circumstances, accept new ideas and change initiatives and adapt interpersonal style accordingly to suit different people or situations
  • Builds Customer Relationships - Develop and sustain productive relationships with customers
  • Build Effective Working Relationships - Develop and use collaborative relationships to facilitate the accomplishment of business goals
  • Communicates Effectively - Communicate clearly and concisely, with impact and credibility using appropriate language, style and terminology
  • Consultative Selling - Use strategic and consultative sales techniques to identify and create sales opportunities and develop customised solutions to meet customer specific needs
  • Initiative - Being proactive and taking action to achieve goals beyond what is required
  • Manage Own Performance - Actively seeking development and feedback and provide constructive feedback to others
  • Professional Disposition - Demonstrate behaviours conducive to a professional financial services organisation
  • Contribute to Team success - Actively participate as a member of the team and assist other team members as required
  • Sales Analysis and Planning - Identify sales opportunities by ensuring that customer issues and needs are fully understood, appropriate options are evaluated and plans are developed to achieve key sales objectives


  • Experience with sales and CRM tools
  • Ability to work under pressure, in a fast paced environment and able to meet deadlines
  • Ability to multitask - Must be able to manage several tasks simultaneously
  • Good written and verbal communication skills
  • Very numbers oriented
  • Excellent time management skills
  • Analysis/Problem Solving/Decision Making
  • Pro-active and team focused with a ‘can do’ attitude
  • Well developed organisational and a proven record of delivering under strict timelines and juggling multiple tasks
  • Excellent attention to detail
  • Ability to work independently/self motivated
  • Advanced MS Office skills, particularly Excel spreadsheet
  • Strong analytical ability
  • Accurate numeracy skills
  • Business acumen
  • Previous campaign management/marketing experience desired

Key Skills:

  • Strong analytical ability
  • Accurate numeracy skills
  • Defined business acumen
  • Previous campaign management/marketing experience
  • Strong Sales & Influencing skills
  • Stakeholder management experience
  • Solid understanding of call centre operations

When you work at Citi, you will be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and use the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi Australia is an Employer of Choice for Women and supports a flexible work environment.

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