AVP-Messaging Operations

Citi; Maharashtra; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Citi is seeking a Chat Operations Manager in Maharashtra, India, to oversee and optimize the customer service team's chat interactions. The successful candidate will lead a team of agents, focusing on performance metrics and enhancing the customer experience through strategic initiatives.

This role requires significant experience in customer service operations and proven leadership skills. The ideal candidate will possess strong analytical abilities and excellent communication skills, essential for driving digital excellence.

Qualifications

• Minimum of 10+ years of experience in customer service operations.
• At least 6+ years in a leadership role managing a customer service team.
• Strong ability to thrive in a fast-paced, technology-driven environment.

Responsibilities

• Oversee daily operations of the customer service team.
• Establish and monitor customer service KPIs.
• Lead and mentor team members for effective communication.

Skills

Leadership Skills

Analytical Skills

Technical Proficiency

Communication

Education

Bachelor’s degree/University degree or equivalent experience

Master’s degree preferred

Tools

Chat management systems

Microsoft Office Suite

Job description

Chat Operations Manager is responsible for leading and optimizing the performance of customer service team focused on chat interactions. This role drives the achievement of key digital customer service indicators (KPIs), ensures efficient handling of chat volumes, and maintains a consistently high-quality customer experience across all chat channels. The manager will lead, develop, and mentor their agents, implement strategic initiatives for chat operations, and foster a culture of digital excellence and continuous improvement.

Key Responsibilities

• Operational Leadership: Oversee the daily operations of customer service team, ensuring optimal staffing, efficient chat queue management, and adherence to digital communication policies and procedures.
• Performance Management: Establish, monitor, and achieve critical chat‑specific customer service KPIs, including Average Response Time (ART), Concurrent Chat Handling, Chat Abandonment Rate, Quality Assurance (QA) scores for written interactions, and First Contact Resolution (FCR) in digital channels. Develop and implement strategies to enhance these metrics.
• Team Development & Coaching: Lead, coach, and mentor team members focusing on effective written communication, tone, multi‑tasking skills in a chat environment, and efficient use of chat tools and resources. Conduct regular performance reviews and identify development opportunities.
• Strategy & Planning: Contribute to the strategic development and execution of digital customer service initiatives, including integrating new chat technologies, optimizing chat flows, and exploring AI/chatbot synergies to improve efficiency and customer experience.
• Process Improvement: Identify areas for improvement within chat operations, implement best practices for digital engagement, streamline chat processes (e.g., template usage, knowledge base integration), and reduce resolution times. Drive continuous improvement based on data analysis and customer feedback.
• Stakeholder Collaboration: Collaborate with cross‑functional teams such as Workforce Management, Technology, Bot team and Quality Assurance to ensure seamless integration of chat channels and alignment with overall business goals.
• Reporting & Analysis: Analyze chat interaction data, generate comprehensive reports on team performance, chat trends, and bot performance. Provide actionable insights and recommendations to senior management for strategic decision‑making.
• Issue Resolution: Serve as an escalation point for complex or sensitive customer issues encountered via chat, ensuring timely and effective resolution while upholding service standards.
• Compliance & Risk Management: Ensure all chat operations comply with internal policies, industry regulations, and legal requirements pertaining to digital communication and data privacy. Identify and mitigate potential operational risks.
• Projects & Initiatives: Lead and participate in various projects and initiatives aimed at enhancing the chat platform, introducing new features, improving agent tools, or integrating with other digital channels to elevate the overall digital customer experience.

Qualifications

• Education: Bachelor’s degree/University degree or equivalent experience. Master’s degree preferred.
• Experience: Minimum of 10+ years of progressive experience in customer service operations, with at least 6+ years in a leadership role managing customer service team (people manager).
• Adaptability: Ability to thrive in a fast‑paced, technology‑driven environment and manage multiple digital priorities effectively.
• Leadership Skills: Strong leadership, motivational, and coaching abilities, with a track record of developing high‑performing teams in a digital context.
• Analytical Skills: Excellent analytical and problem‑solving skills, with the ability to interpret digital interaction data, identify trends, and make data‑driven decisions.
• Communication: Exceptional written communication skills, with a keen understanding of digital communication etiquette, brand voice, and clarity. Strong verbal communication for internal leadership.
• Technical Proficiency: Proficient in chat management systems, knowledge base systems, and familiarity with AI/chatbot technologies. Proficient in Microsoft Office Suite.

Desired Attributes

• Strategic thinker with an ability to anticipate future trends in digital customer service.
• Proactive and results‑oriented with a strong sense of ownership over digital channels.
• Ability to inspire and influence others towards achieving digital excellence.
• High level of integrity and professionalism.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, please contact Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.