Service Senior Supervisor - US Retail Banking - NAM Shift

Citigroup Business Process Solutions Pte. Ltd.; Pateros; On-site; PHP 420,000 - 750,000; Full time

Job summary

Citigroup Business Process Solutions Pte. Ltd. in Metro Manila seeks a Service Sr.

Supervisor to supervise a Customer Service team and drive best-in-class care for Citi clients. This mid‑senior role emphasizes developing leaders, achieving performance targets, mentoring staff, and guiding process improvements while ensuring compliance and customer satisfaction. The position requires night shift availability (8pm–5am NAM time) and hands-on leadership to balance quality, volume, and service levels

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

• Willing to work in NAM shift (from 8pm-5am).
• 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 makes 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 Citi’s 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

Project management

Communication

Influencing

Microsoft Office

Education

Bachelor's/University degree or equivalent experience

Job description

The Service Sr. 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 ensure the best in class customer care focused on building and retaining valuable client relationships and drive commitment to the delivery of Citi’s products and services.

Responsibilities:

• Wiling to work in NAM shift (from 8pm-5am)
• 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 makes 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.

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

  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.

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  Job Family Group:

  Customer Service

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  Job Family:

  Service

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  Time Type:

  Full time

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  Most Relevant Skills

  Please see the requirements listed above.

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  Other Relevant Skills

  For complementary skills, please see above and/or contact the recruiter.

  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.

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