Senior Institutional Customer Service Leader

Citigroup Business Process Solutions Pte. Ltd.; Quezon City; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Citi is seeking an Institutional Customer Service Manager to lead a multi-team unit in the Manila area, delivering effective client resolution and support to external clients. You will drive service quality, coach staff, and coordinate with the Customer Service team to meet objectives while upholding Citi policies and regulatory standards.

The role emphasizes performance evaluation, process improvement, risk awareness, and collaboration across functions to ensure optimal service delivery and

Qualifications

• 5-8 years of previous experience in call center management preferred.
• Previous experience in financial services preferred.
• Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision.
• Demonstrated ability to lead teams to deliver results.
• Ability foster a work environment of coaching, feedback and open communication.
• Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction.
• Demonstrated organizational and problem-solving skills.
• Able to work successfully in a high-pressure environment and closely with peer group.

Responsibilities

• Manage Customer Service unit typically consisting of multiple teams of non-exempt staff performing related tasks.
• Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
• Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own area.
• Provide solutions and influence decisions with potential for broader organizational impact
• Contribute to the development of new customer service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact
• Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels
• Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact
• Lead or support special projects and/or task forces and negotiate with external parties, as needed
• Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citi, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment, and escalating, managing and reporting control issues with transparency.

Skills

Call center management

Financial services

Leadership

Coaching & feedback

Problem solving

Education

Bachelor's degree

Job description

Citi is seeking an Institutional Customer Service Manager to lead a multi-team unit in the Manila area, delivering effective client resolution and support to external clients. You will drive service quality, coach staff, and coordinate with the Customer Service team to meet objectives while upholding Citi policies and regulatory standards.

The role emphasizes performance evaluation, process improvement, risk awareness, and collaboration across functions to ensure optimal service delivery and