Officer, Service Supervisor

Citigroup Business Process Solutions Pte. Ltd.; Pateros; On-site; PHP 446,000 - 759,000; Full time

Job summary

Citigroup Business Process Solutions Pte. Ltd. in the Philippines seeks a Service Supervisor to oversee a Customer Service team’s daily workflow and ensure performance goals are met.

You will allocate tasks, guide the team, and handle routine service activities, escalating issues as needed. Responsibilities include evaluating performance, recommending rewards or hires, improving procedures, and maintaining high client satisfaction.

Qualifications

• 2 years of relevant experience in a customer service role.
• Ability to deal with conflict/change resistance.
• Ability to identify and deliver business results.
• Proficient project management skills.
• Effective verbal and written communication and presentation skills.
• Effective influencing and relationship management skills.
• Proven ability to adapt and apply creative and analytical skills in leadership roles.

Responsibilities

• Allocate work for a small Customer Service team (up to 17) and act as team leader.
• Oversee and perform Customer Service activities and resolve issues.
• Evaluate performance and recommend pay promotions or hires.
• Recommend new work procedures as needed.
• Make evaluative judgments to solve problems based on data and experience.
• Ensure team meets performance and quality expectations and is responsible for end results.
• Develop communications to exchange ideas and information.
• Assist as a backup manager when needed.
• Fulfilling clients’ needs while providing an exceptional client experience and meeting metrics.
• Drive compliance and risk awareness, safeguarding firm's reputation and assets.

Skills

Conflict resolution

Deliver business results

Project management

Verbal communication

Written communication

Leadership experience

Adaptability

Education

Bachelor's degree or equivalent

Job description

The Service Supervisor is an intermediate position responsible for supervising the daily workflow of a Customer Service team in coordination with the Customer Service function. The overall objective is to delegate and supervise tasks of the team while ensuring individual and group performance goals are met.

Responsibilities:

• Allocate work for small Customer Service team (typically up to 17) and serve as the team leader

• Oversee and perform Customer Service activities, including performing routine tasks and resolving a variety of issues that may have potential for broader organizational impact

• Evaluate performance and make recommendations for pay increases, promotions, terminations, hiring etc.

• Recommend new work procedures, as needed

• Make evaluative judgments to solve problems based on analysis of factual information, precedent, and acquired technical experience

• Ensure entire team meets performance and quality expectations of assigned tasks and is responsible for end results

• Develop communications to exchanges ideas and potentially complex/sensitive information

• Assist as a backup manager, as needed

• 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.

Qualifications:

• 2 years of relevant experience in a customer service role

• Ability to deal with conflict/change resistance

• Ability to identify and deliver business results

• Proficient project management skills

• Effective verbal and written communication and presentation skills

• Effective influencing and relationship management skills

• Proven ability to adapt and apply creative and analytical skills in previous leadership experience

Education:

• Bachelor's/University degree or equivalent experience

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:

Customer Service

------------------------------------------------------

Job Family:

Service

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above.

------------------------------------------------------

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 review Accessibility at Citi.

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