AVP - HRSS Contact Center Manager

Citi · Banking & Financial Services

Mumbai Maharashtra India
On-site
Posted today
Customer Service & Support

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About the job

The Ops Sup Manager is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.

Responsibilities:

Manages daily IM queue management activities

Work closely with management in process improvements and Innovation projects, makes judgments and recommendations based on analysis and domain knowledge in order to increase customer satisfaction and minimize any possible risks.

Performs process coordination/discussions with other pillars (local/regional/global) to resolve inquiries

Performs analysis on voice of customer survey results

Effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Executes People management tasks

Performs Quality check on IM cases

Performs Team Access/Entitlement management

Lead team huddles and/or weekly team meeting

Ensure LMS required Trainings are completed

Staffing / Interviewing of Team resources

Analyze Operations information and make evaluative judgements to solve problems

Performs process coordination/discussions with other pillars (local/regional/global) to resolve inquiries

Performs analysis on voice of customer survey results

Responsible for Identifying and resolving routine problems and operational issues with broader departmental impact within established procedures

Performs Escalation Management.

Appropriately assess risk when decisions are made.

Applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Handles STS IM resources content management (SOP, KA, Share Point).

Participate and/or leads global projects.

Constant monitoring of work volumes in order to achieve operational metric targets by managing and balance incoming workload with available staff.

Queue coordination

KPI Monitoring

Lead team huddles and/or weekly team meeting

Use a forward-thinking approach and explore innovations on the current process, act as Subject-Matter-Experts/Point-of-contacts for specific areas of concern.

Serve as a backup for manager, as needed.

Qualifications:

5-8 years of experience managing a team

Ability to work unsupervised and adjust priorities quickly as circumstances dictate

Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements

Self-motivated and detail oriented

Proven organization and time management skills

Demonstrated problem-solving and decision-making skills

Consistently demonstrates clear and concise written and verbal communication skills

Education:

Bachelor’s degree/University degree or equivalent experience is ideal

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:

Operations - Core ------------------------------------------------------

Job Family:

Operations Support ------------------------------------------------------

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.

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

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