Candidate
Employer
Institutional Customer Service Manager
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Job Description
AVP, Institutional Customer Service Manager | Citigroup Inc.
The Tone:
This is a full-time, intermediate management-level position at Citigroup Inc., location unspecified. Citi connects millions of people globally, providing a broad range of financial services to consumers, corporations, governments, and institutions. This role is crucial for ensuring the seamless delivery of high-quality customer service to external institutional clients, helping them meet their opportunities and challenges.
The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Unspecified
• Team: Manages a Customer Service unit, typically consisting of multiple teams of non-exempt staff.
• Mission: Ensure the seamless delivery of customer service support to external clients.
What You’ll Actually Do
• Leadership: Provide full leadership and direction to a team responsible for client resolution and support.
• Management: Manage a Customer Service unit, including evaluating employee performance and making recommendations for pay, promotions, or terminations.
• Quality Assurance: Ensure team task and service quality by applying in-depth disciplinary knowledge of policies, concepts, and procedures.
• Development: Contribute to the development of new customer service techniques, models, and plans, recommending process enhancements.
• Client Relations: Conduct periodic service reviews, develop action plans to optimize service levels, and ensure overall client satisfaction.
The Must-Haves
• Background: Bachelor’s degree/University degree or equivalent experience, suitable for an intermediate management-level position.
• Experience: 5-8 years of previous experience in call center management, with prior experience in financial services preferred.
• Skills: Proven self-reliance, self-motivation, and accountability; demonstrated ability to lead teams to deliver results; ability to foster a work environment of coaching, feedback, and open communication; demonstrated organizational and problem-solving skills.
