Service Sr. Supervisor

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

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:

• 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:

• At least 3 to 5 years of strong experience as a People Manager, specifically in a Customer Service environment.
• 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.

\------------------------------------------------------

Job Family Group:

Customer Service

\------------------------------------------------------

Job Family:

Service

\------------------------------------------------------

Time Type:

Full time

\------------------------------------------------------

Most Relevant Skills:

Please see the requirements listed above.

\------------------------------------------------------

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.

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