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The Service Manager is an intermediate 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.
Resolve issues that include uncommon and complex situations with significant organizational impact
Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.
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
Drive organizational change through innovation and process improvement, eliminating friction points for team
Achieve team performance excellence to ensure high quality and high volume productivity
Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
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.
5-8 years of relevant experience
Intermediate to senior level experience in a related role with commensurate 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
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.
Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - TW
Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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