CBNA O and T CitiPhone Team Leader and Operations Project Manager
Citigroup Inc
Manila, Philippines
16d ago


CitiPhone Team Leader and Ops Project Manager

Position Summary :

Lead and develop a Service. Sales, and Digital-centered banking team in the delivery of efficient service excellence, to build and retain a satisfied consumer customer base

Position Objectives :

  • Lead and develop a service and / or sales center banking team in the delivery of efficient service, sales, and Digital excellence, to build and retain a satisfied consumer customer base
  • Assist the Call Center Client Service Manager to provide effective and efficient service and sales, where applicable, to ensure customer satisfaction
  • Lead & support a team of Customer Solutions Officers to achieve the performance goals of the team and call center
  • Work with Call Center management team in communicating and managing day-to-day issues in the Call Center and liaising with customers and clients, where appropriate
  • Responsible for a consistently high level of customer & client satisfaction.
  • Ensures all Ops-related projects are rolled out with minimal to no risk to Country metrics
  • Complexity / Business Relationships :

  • Generally responsible for medium to large-sized teams
  • Typically in charge of specialized teams servicing Citigold, Mortgages and Retention customers
  • Typically resolve day-to-day center issues independently
  • May act as Deputy Customer Service Manager on a regular basis
  • Position Responsibilities :

    Responsibility to clients :

  • Meet service level objectives as set / pre-determined in Call Center targets
  • Undertake quality call coaching & call sampling on team members
  • Handle customer complaints and implement positive actions to resolve conflict in order to maintain the relationship and goodwill of the customer
  • Assist in completing delegated tasks as directed by Call Center management team
  • Report on customer feedback to identify pro-active steps for the continued success of the business
  • Adapt to changing service requirements and keep all team members informed of change in policy, procedure, product and the servicing of campaign
  • Respond to customer satisfaction issues and results
  • Responsibility to each other :

  • Motivate and engage Customer Service Officers to deliver quality customer service standards
  • Communicate performance and behavioural expectations to individual team members and provide ongoing feedback against performance goals
  • Influence and gain commitment from the service team to understand issues surrounding performance of the business and achieving performance goals
  • Coach, train and develop team members to effectively align team capabilities with current and future business needs
  • Foster a participative and consultative environment
  • Communicate links between reward, performance and behaviour and drive team motivation through recognition and reward
  • Identify individual talent and retain within the business by identifying career development opportunities and learning experiences
  • Responsibility to franchise :

  • Provide recommendations and suggestions to Customer Service Manager to achieve team objectives and demonstrate support for continuous improvement within the team by embracing initiatives delivered by the Service and / or Center Management
  • Proactively manage manpower staffing and resources to minimise any adverse impact to the business and ensuring compliance with Citibank policies and procedures
  • Maintaining an environment conducive to maximising productivity at all levels
  • Participate in cross-functional project assignments
  • Lead all Ops-related Project implementations together with different internal / cross-functional units
  • Qualifications

    Experience / Knowledge Needed :

  • Degree in Finance / Finance with approximately 5 years of relevant experience within a Call Center setup
  • At least of 2 years of experience in supervising a team
  • Demonstrate strong business knowledge with an understanding of the sales process, service and sales relationship, sales procedures and compliance requirements
  • Advanced working knowledge of a product or service
  • Working knowledge of Call Center processes, systems and technologies
  • Skills / Abilities Required :

  • Strong leadership skills
  • Quick and resolute decision-making
  • Problem solving and analytical skills
  • Demonstrates initiative and positive attitude
  • Adaptable & proactive
  • Strong interpersonal skills with the ability to build effective relationships
  • Innovator with the ability to work with limited supervision
  • Behaves in an ethical and professional manner at all times
  • Results and customer focused
  • Ability to work under pressure
  • Demonstrates initiatives & positive attitude
  • Strong verbal and written communication
  • High level of listening & comprehension skills
  • Demonstrate efficient organisation and planning skills
  • Project management skills
  • Primary Location

    APAC-PHL-National Capital-Manila


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