Job
Description
Citi Global Wealth (CGW) brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices. The strategies created help clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow. The team is uniquely suited to assisting clients in meeting their banking needs across regions through the global network. We are currently seeking a high caliber professional to join our team as Assistant Vice President, Complaint Insights based in CSIPL, Chennai. Joining our team means that resources will be provided to meet your unique needs, empowering you to make healthy decisions and manage your financial well-being to plan for the future. Good to have skills include: - Customer Focus: Proven experience in customer experience, particularly with direct, hands-on involvement in addressing customer issues. - Operational Expertise: Demonstrated ability to execute strategies and initiatives, preferably with experience or certification in process improvement methodologies like LEAN or Agile. - Effective Communication & Stakeholder Engagement: Skill in crafting and delivering compelling narratives to diverse audiences, ensuring clear and persuasive communication in presentations and meetings. - Relevant Education: Bachelor's or Master's degree in a related field such as Marketing, Communications, or Business Administration. Mandatory Skills: - Citi provides programs and services for physical and mental well-being, including access to telehealth options, health advocates, confidential counseling, and more. Coverage varies by country. - Paid Parental Leave Policy: To support parents in adjusting to parenthood and bonding with their families, Citi rolled out an expanded policy in early 2020 for employees worldwide. - Financial Well-being: Employees are empowered to manage their financial well-being and plan for the future. - Learning and Development: Access to various resources to help broaden and deepen skills and knowledge as careers progress. - Work-Life Balance: Programs offering generous paid time off packages to help employees balance work and personal life. - Volunteer Opportunities: Resources and tools provided for employees to volunteer in the communities where they live and work. Key Roles & Responsibilities: - Review monthly complaints for trends, focusing on controllable or substantiated complaints and shortlisting action areas. - Drive root cause identification for shortlisted areas, organize scrums with stakeholders, and identify potential action items. - Set timelines, track, and drive implementation with stakeholders for identified action areas. - Provide detailed updates to the Complaints cohort and senior management on upcoming trends in complaints, insights into identified issues, actions, and solution implementation status. - Drive continuous process improvements, identifying opportunities for increasing productivity, efficiency, accuracy, and improving controls. - Appropriately assess risk when making business decisions, with 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, and reporting control issues with transparency. Note: If you are a person with a disability and need a reasonable accommodation to use search tools and/or apply for a career opportunity, review Accessibility at Citi. View Citis EEO Policy Statement and the Know Your Rights poster.,
