Head of USPBO Customer Service Delivery

The Head of Customer Service Delivery is responsible for managing large and complex Operations teams leading Contact Center and Partner Management for the USPB Operations Customer Service business.  This includes a total staff of over 9000 split between domestic Citi staff and vendor operations.The role also includes 240 million phone customer contacts annually and 20+ Retail partners with budget responsibilities of approximately $300 million annually.  Team responsibilities include oversight of all Operations including key partner interactions with existing and prospective partners. This leader will look at omnichannel servicing with a focus on voice and growing digital channels.Extensive experience across all facets of operations including leading large teams, culture and talent development, capacity planning, finance, analytics, managing work from home teams and partner management. Managing risk and audits to ensure we deliver on regulatory and other obligations. Position can be located in Florence, KY, Jacksonville, FL, Tucson, AZ, Boise, ID, Gray, TN or San Antonio, TX, and will have responsibility for staff across various NA locations and offshore operations. 

​Responsibilities: 

Setting Strategy:

• Advocate for the customer experience and create executional practices/standards, ensuring all teams make fact-based and ROI positive investments in customer-centricity leveraging research and analytics, industry and market best practices and customer/business stakeholder feedback to create a great omnichannel, 360°customer experience that maximizes customer satisfaction and loyalty, delivering against Citi’s Brand Promise and Customer Value Proposition and support profitable growth
• Create and articulate an inspiring vision for the Customer Service and Partner Operations team
• Seek and analyze data from a variety of sources to support decisions and to align others with overall strategy
• An entrepreneurial and creative approach to developing new, innovative ideas that will stretch the organization and push the boundaries within the industry

Driving Results:

• Drive alignment towards critical priorities, focus teams and resources on delivering durable growth and track/execute related initiatives throughout the organization.
• Proactively seek and implement new processes and/or systems to improve productivity, efficiency and effectiveness.
• Set continually higher goals that are ambitious but realistic for the team, geared to business strategy and growth
• Act as responsible stewards of capital through a relentless focus on expense optimization, fraud prevention, and client centric revenue generation
• Identify and actively drive efforts to improve the client experience while embracing and supporting the mission of the franchise
• Experience in dealing with stakeholders at senior levels.
• 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.

What You’ll Need:

• Deep empathy for customer experience – always analyzing and assessing from the customers’ viewpoint. 
• Clear and optimistic vision for what can be.  Proven ability to execute with urgency and pragmatism in the current environment.   
• Proven ability to drive action and clear decisions, leveraging analytics and test & learn without being held back by them.  Ability to recognize andrecover quickly from failures – both as an individual and on behalf of the team. 
• Proven ability to create, communicate and ‘sell’ compelling strategies at all levels of the organization.  Highly effective at building, nurturing and leveraging relationships – even in challenging environments with sometimes competing priorities.  
• Infectious excitement to lead a large, diverse team through change (great and small, slow and fast, clear and less obvious), and generate followership along the way.
• Authentic people leader who invests in nurturing potential, as well as proven talent.  Conscious and supportive of diversity & inclusion, and the value they bring to customers, business and the team. 
• High affinity and comfort with technology (digital and non-digital), its rapid evolution as it relates to customer service, and the potential to redefine what servicing excellence can be. 

Collaborating and Influencing:

• Build ongoing partnerships with key line of business leaders, operations leaders, and other stakeholders, including senior leaders to capitalize on opportunities for improved operational efficiency and effectiveness, as well as risk and control.
• Facilitate discussions to enable constituents to collaborate with each other and use influence to align others with an agenda.
• Present well-reasoned opinions and credibly challenge management while maintaining professionalism, respectfulness, and collaboration.
• Ability to navigate through the global framework, handle conflicting priorities and goals.
• Professional maturity in dealing with all levels of management and staff.
• Ability to adapt to a rapidly changing environment.
• Demonstrated ability to analyze operational processes/policies/trends and infer relevant business applications across a broad spectrum of stakeholders
• Ability to manage effectively in a matrixed and ambiguous environment

Leading People:

• Forge strong diverse teams with multiple perspectives and talents and build rapport among the teams through a commitment to performance and excellence.
• Provide support to the members of the executive team (I.e., direct reports) and collaborate to establish clear, challenging performance goals and metrics for the year; monitor projects and deliver results that exceed expectations.
• Continue to build a reputation for attracting high-performing diverse teams. Assemble great talent, encourage partnership and mobility
• Coach, mentor and serve as a role model. Undertake succession planning to ensure leadership continuity.
• Effective people management skills with a proven track record of effective delegation, motivation, and employee and customer satisfaction.

Qualifications: 

• 15+ years of experience, including 10+ years' managerial experience
• Experience in financial services leadership
• Demonstrates effective relationship management skills
• Proven execution skills and ability to drive results in a Business/Operational organization.

Education: 

Bachelor’s/University degree, Master’s degree preferred; managerial 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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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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