Director - Customer Service Sr Group Manager (Hybrid)

The Client Mgmt Sr Group Mgr manages multiple teams through other managers. In-depth understanding of how own sub-function contributes to achieving the objectives of the function. A good understanding of the industry, direct competitors' products and services, is also necessary in order to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication/negotiation may be necessary. Responsible for executing functional strategy in area managed. Determines approach to implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation and contribution to future strategy of the area(s). Impact reflects size of team managed, strategic influence on the business and interaction with other functions or businesses.



Responsibilities:

• Drive the strategy for Customer Service to deliver on regional needs and ensuring alignment with Global priorities.
• Lead Self-service and Client Digitization agenda across the region
• Lead the engagement in designing the Service offering for future capabilities
• Lead the overall Client Experience function, with management of the servicing, client experience managers and electronic banking support for the region.
• Partner with Client coverage partners and Product/ Line Operations to drive Digitization and continuous marked improvement in Voice of Client scores.
• Proactively lead the dialogue with existing and prospective Clients
• Drive standardization and productivity across the region
• Provide the operational and strategic leadership to deliver a high quality service to Citi clients and all Internal stakeholders
• Implement effective and appropriate governance structures resulting in a robust operational control environment
• Developing relationships with key clients, facilitating and leading on-site visits and ensuring timely and appropriate client communication
• Ensure resources are aligned to support global/regional business strategy and seamless delivery of services
• Proactively identify and manage risks which may impact product/service delivery to clients, rapidly adapt to changes in the Client expectations, Capability, regulatory and compliance framework; proactively raising self-identified issues; and addressing all issues completely and in a proactive manner through the drafting, implementation, and tracking of relevant Corrective Action Plans (CAPs)
• Extensively collaborate with Client coverage/ Sales, Account management, Business, Operations and Customer Service (regionally and globally) to evolve Client Service model to meet client expectations and enhancing the Service model (self-service/ digital being the key principles) as new capabilities are launched
• Continuously engage with other regional and global partners to ensure consistency in Service Delivery of Citi’s global clients
• Work with Sales on ensuring Clients’ expectations are properly set and met through the Sales/ RFP/ Client Onboarding stages
• Manage an effective client feedback process
• Lead effective periodic client segmentation
• Simplify and standardize processes to enrich and enhance client experience
• Lead the development of Omni-channel Client servicing strategy (online, email, chat, telephone etc.)
• Execute transformation on Client servicing infrastructure
• Lead and execute Customer Service automation through application-led simplification/ automation and mass-scale adoption of Robotics process automation
• Ensure compliance with applicable laws, regulations and Citi policies and responsible for successful outcomes in all Internal Audit and other reviews
• Oversight of MCA process related to O and T entities, conduct a regular review of effectiveness of Process – Risk – Control structures defined in MCA.
• Ensure delivery of financial budgets with a sustainable pipeline of productivity book of work
• 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:

• 15+ years of relevant experience including managerial experience
• Proven working knowledge of the industry
• Consistently demonstrate clear and concise written and verbal communication
• Proven negotiation skills and ability to influence
• Demonstrated leadership with accountability for results and deliverables
• Consistently demonstrate strategic thinking and ability to make complex decisions

Education:

• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred

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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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