ROHQ GWFM Workforce Capacity Manager Dialer Manager
Citigroup Inc
Makati, 3
15d ago


Global Consumer Operations Strategy provide critical Analytics and Reporting, Workforce Management and Transformation leadership to all Lines of Business and Regions within Citi’s Global Consumer Bank.

The Global Strategy team drives value for our partners in Operations by delivering proactive analytics on customer behavior in our servicing channels, identifying transformational opportunities and ensuring operations efficiently meets customer service commitments.

  • Performs the duties of an operations support AVP and builds talent and team depth for GWFO by creating a culture that celebrates excellence, initiative and leadership
  • Independently resolves complex problems where analysis of situations or data requires an in-depth evaluation of basic operations and business processes, family procedures, and industry standards for business supported
  • Demonstrates ability to Lead projects and / or offer solutions at an advanced level, for assigned operations area
  • Liaises with multiple operations teams. Serves as analytical and / or procedural expert, representing a unit or team on cross function operational processes, project deliverables
  • Applies in-depth understanding of how various operational areas collectively integrate within the sub function
  • Applies in-depth knowledge to coordinate and contribute to initiatives that support the objectives of the operations function and overall business.
  • Applies in-depth knowledge of business operations and develops new techniques / processes for the area or function
  • Integrates subject matter and industry expertise within a defined operations area, significant impact in terms of project size, geography, etc.
  • by influencing decisions through advice, counsel and / or facilitating to others in area

  • Evaluates moderately complex and variable operations issues that have substantial potential impact, and recommends changes to streamline processes as required.
  • Work and performance of all teams in the area are directly affected by the performance of the individual

  • Assumes informal / formal leadership role within operations teams, and is involved in coaching and training of new recruits
  • Qualifications

  • Current and or previous people management experience with people management of team using Aspect Unified IP / ALM Management or Operations preferred
  • Detailed understanding of Collections / Sales strategy and contact center technology
  • Able to compose and manage SQL data queries and present data elements with visually quantitative messages
  • Project Management activity in operational integration of call center solutions
  • BA / BS in related field or 2-5 years of related experience
  • 5-7 years of Collections / Dialer Operations experience including understanding of the Citi products, major functionality and drivers of the business
  • Excellent Microsoft Suite skills including spreadsheet modeling, presentation decks and documents; Use of Adobe Writer and database
  • Exceptional analytical and problem solving skills; organized management of work and workload to meet specified timelines
  • Professional attitude in working with all levels within the organization, especially adept at working with Sr. Management requests and questions
  • Proven expertise in resource and financial planning and analysis based on variance results; Project management skills required
  • Primary Location

    APAC-PHL-National Capital-Manila


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