AVP - HRSS Contact Center Manager

Citigroup Inc.; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Citi in Mumbai is seeking an Ops Sup Manager to lead a team providing operations support aligned with Citi’s core operations infrastructure. You will drive process improvements, supervise staff, and collaborate with local/regional/global pillars to resolve inquiries and optimize performance.

The role requires strong leadership, analytical thinking, and the ability to manage workload and deadlines in a dynamic environment.

Qualifications

• 5-8 years of experience managing a team.
• Ability to work unsupervised and adjust priorities quickly.
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements.
• Self-motivated and detail oriented.
• Proven organization and time management skills.
• Demonstrated problem-solving and decision-making skills.
• Consistently demonstrates clear and concise written and verbal communication skills.

Responsibilities

• Manages daily IM queue management activities.
• Work closely with management in process improvements and Innovation projects, make judgments and recommendations based on analysis and domain knowledge in order to increase customer satisfaction and minimize any possible risks.
• Supervise the activity of others and create accountability with those who fail to maintain these standards.
• Executes People management tasks; Performs Quality check on IM cases; Performs Team Access/Entitlement management.
• Analyze Operations information and make evaluative judgements to solve problems; Perform analysis on voice of customer survey results.
• Identify and resolve routine problems and operational issues; Escalation Management; manage and report control issues with transparency.
• Monitor work volumes to achieve operational metric targets; queue coordination; KPI monitoring; lead team meetings.
• Act as Subject-Matter-Experts for specific areas and participate in global projects.

Skills

Team management

Time management

Communication skills

Problem solving

Decision making

Adaptability

Education

Bachelor's degree or equivalent

Job description

The Ops Sup Manager is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.

Responsibilities

• Manages daily IM queue management activities
• Work closely with management in process improvements and Innovation projects, makes judgments and recommendations based on analysis and domain knowledge in order to increase customer satisfaction and minimize any possible risks.
  - Performs process coordination/discussions with other pillars (local/regional/global) to resolve inquiries
  - Performs analysis on voice of customer survey results
• Effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
  - Executes People management tasks
  - Performs Quality check on IM cases
  - Performs Team Access/Entitlement management
  - Lead team huddles and/or weekly team meeting
  - Ensure LMS required Trainings are completed
  - Staffing / Interviewing of Team resources
• Analyze Operations information and make evaluative judgements to solve problems
  - Performs process coordination/discussions with other pillars (local/regional/global) to resolve inquiries
  - Performs analysis on voice of customer survey results
• Responsible for Identifying and resolving routine problems and operational issues with broader departmental impact within established procedures
  - Performs Escalation Management.
  - Appropriately assess risk when decisions are made.
  - Applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
  - Handles STS IM resources content management (SOP, KA, Share Point).
  - Participate and/or leads global projects.
• Constant monitoring of work volumes in order to achieve operational metric targets by managing and balance incoming workload with available staff.
  - Queue coordination
  - KPI Monitoring
  - Lead team huddles and/or weekly team meeting
• Use a forward-thinking approach and explore innovations on the current process, act as Subject-Matter-Experts/Point-of-contacts for specific areas of concern.
• Serve as a backup for manager, as needed.

Qualifications

• 5-8 years of experience managing a team
• Ability to work unsupervised and adjust priorities quickly as circumstances dictate
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Self-motivated and detail oriented
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills

Education

• Bachelor’s degree/University degree or equivalent experience is ideal

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Job Family Group

Operations - Core

Job Family

Operations Support

Time Type

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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