Wealth Services Team Manager - SAN ANTONIO

The Wealth Services Team Manager will have direct supervisory responsibilities over licensed and non-licensed associates who are handling inquiries via inbound calls from our field sales partners.

Responsible for ensuring team members are providing accurate and customer-oriented solutions.  Heavy focus on coaching and developing staff including call/email monitoring, one on one observations, scorecard review and performance to goals. 

The Wealth Services Team Manager will play a key role in leading integration and bank initiatives for broader Wealth Service Group, collaborating with internal partners, to make process improvements to enhance the client experience.    

Responsibilities:

• Supervise, manage, monitor, coach, develop, and evaluate performance of direct reports on an ongoing basis and in accordance with applicable performance standards
• Mentor, coach, and evaluate individual and team progress including skills assessments and call listening; take corrective action to ensure service standards are met
• Conduct quality assurance monitoring of direct reports to ensure excellent service is being provided to clients
• Work with business partners in identifying performance issues; draft and execute coaching strategy and delivering team and individual based training
• Collaborate with training partners to align coaching efforts with training strategy, focusing on knowledge and service improvement and enhancement
• Foster and encourage a culture of ownership, accountability, and solutions delivery through effective education, communication, and management
• Establish and manage relationships with strategic partners to enhance business deliverables and ensure Citi client issues are being addressed promptly
• Identify and manage process improvements and strategic initiatives to mitigate risks in the business
• 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:

• 6-10 years of financial services experience
• Retail and/or international banking experience preferred
• Experience in people management, customer service and contact center management experience
• Customer focused, detail oriented, individual with ability to maintain a positive attitude in high-stress and fast-paced work environment
• Strong desire to create a topnotch client experience with every client, every day
• Project management/process improvement – provides leadership and execution of action plans and milestones associated with strategic initiatives and related business programs
• Excellent verbal, written and interpersonal communication skills
• Proficient using Microsoft PowerPoint and Excel
• Required Licensing/Registration: Series 7, Series 63, Series 9, Series 10

Education:

• Bachelor’s degree/University degree
• 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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