CPC Hub BOSM Singapore, Singapore 08/06/2020 hos Citi

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Singapore, Singapore
The Customer Service Manager is an entry-level position responsible for providing effective leadership and direction within Citi’s call center and ensuring operational compliance in coordination with the Customer Service function. The overall objective is to lead and develop a Customer Service team, ensuring operational efficiency.
Responsibilities:
  • Lead, mentor and develop a team of non-exempt associates whose primary function is to handle inbound Customer Service calls.
  • Partner with quality, training, forecasting and scheduling teammates to ensure call volumes are handled in accordance with quantitative and qualitative goals
  • Compare inquiries against department productivity and quality standards, to include call monitoring and MIS reporting
  • Contribute to the development of new techniques, models and plans within the Customer Service department
  • Ensure volume, quality, and timeliness of end results
  • Conduct operational planning and create budgets
  • Conduct hiring, staffing, employee development, disciplinary actions and terminations
  • 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:
  • 5-8 years’ relevant experience
  • Previous management experience in customer service related field required

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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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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 CLICK HERE.
To view the "EEO is the Law" poster CLICK HERE. To view the EEO is the Law Supplement CLICK HERE.
To view the EEO Policy Statement CLICK HERE.
To view the Pay Transparency Posting CLICK HERE.

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