Night Shift Senior Service Team Lead

Citigroup Inc.; Taguig; On-site; PHP 500,000 - 800,000; Full time

Job summary

Citigroup Inc. in Metro Manila (Taguig) is seeking a Service Sr. Supervisor to lead a 15-25 person customer service team and drive best-in-class client care. This full-time role requires working the NAM shift (8pm–5am) to support Citi’s clients and deliver excellence in service.

You will mentor and develop leaders, monitor performance, and push process improvements while ensuring risk controls and compliance across daily operations.

Qualifications

• 2-5 years of relevant experience in a Customer Service role.
• Proficient project management skills.
• Effective written and verbal communication.
• Influencing and relationship management skills.
• Proficient with Microsoft Office.

Responsibilities

• Lead and develop a team of 15-25 care professionals and ensure they consistently meet performance metrics and provide effective customer service to Citi’s clients.
• Develop leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning.
• Evaluate team’s performance and make recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
• Create and execute realistic action steps and timelines for the team with a strict attention to details and performance.
• Drive organizational change through innovation and process improvement, eliminating friction points for team.
• Achieve team performance excellence to ensure high quality and high volume productivity.
• Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff.
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• 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.

Skills

Customer service leadership

Project management

Communication skills

Relationship management

MS Office

Education

Bachelor's degree or equivalent

Tools

Microsoft Office Suite

Job description

Citigroup Inc. in Metro Manila (Taguig) is seeking a Service Sr. Supervisor to lead a 15-25 person customer service team and drive best-in-class client care. This full-time role requires working the NAM shift (8pm–5am) to support Citi’s clients and deliver excellence in service.

You will mentor and develop leaders, monitor performance, and push process improvements while ensuring risk controls and compliance across daily operations.