Senior Customer Care Lead: Develop Teams & Drive Excellence

Citi; Philippines; On-site; PHP 500,000 - 750,000; Full time

Job summary

Citi in the Philippines is seeking a Service Sr. Supervisor to oversee a 15-25 member Customer Service team. You will drive performance metrics, coach leaders, and guide mentorship and succession planning to build a capable, high-energy unit.

Responsibilities include staffing decisions, process improvements, risk-aware decision making, and delivering an exceptional client experience while maintaining Citi’s standards and regulatory compliance.

Qualifications

• At least 3 to 5 years of strong experience as a People Manager in a Customer Service environment.
• 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 meet performance metrics and provide effective customer service to Citi’s clients.
• Develop leaders and provide growth opportunities through guidance and mentorship with succession planning.
• Evaluate team performance and make staffing, pay, promotions, and terminations recommendations.
• Create and execute realistic action steps and timelines with strong attention to detail and performance.
• Drive organizational change through continuous improvement and elimination of friction points for the team.
• Achieve high quality and high volume productivity through performance excellence.
• Recruit, hire and build a team of productive candidates through coaching and motivation.
• Ensure exceptional client experience and adherence to Citi’s standards and regulations.

Skills

People management

Project management

Communication

Influence & relationships

MS Office

Education

Bachelor's degree

Job description

Citi in the Philippines is seeking a Service Sr. Supervisor to oversee a 15-25 member Customer Service team. You will drive performance metrics, coach leaders, and guide mentorship and succession planning to build a capable, high-energy unit.

Responsibilities include staffing decisions, process improvements, risk-aware decision making, and delivering an exceptional client experience while maintaining Citi’s standards and regulatory compliance.