Job
Description
You will be joining Citi Global Wealth (CGW) as an Assistant Vice President, Complaint Insights based in CSIPL, Chennai. Your role will involve the following responsibilities: **Role Overview:** At CGW, we serve a wide range of wealth clients, from affluent to ultra-high net worth individuals and family offices. We focus on creating strategies that help clients maintain liquidity, maximize yields, transact across borders, and manage expenses effectively. As part of our team, you will have access to resources to meet your unique needs, make informed decisions, and manage your financial well-being for the future. **Key Responsibilities:** - Review monthly complaints to identify trends, focusing on controllable or substantiated complaints, and shortlist action areas. - Drive root cause identification for shortlisted areas, organize scrums with stakeholders, and identify potential action items. - Set timelines, track implementation progress, and drive actions with stakeholders. - Provide detailed updates to the Complaints cohort and senior management on upcoming trends, insights into identified issues, actions, and solution implementation status. - Drive continuous process improvements to increase productivity, efficiency, accuracy, and controls. **Qualifications Required:** - Bachelor's or Master's degree in a related field such as Marketing, Communications, or Business Administration. - Proven experience in customer experience with hands-on involvement in addressing customer issues. - Demonstrated ability to execute strategies and initiatives, preferably with experience in process improvement methodologies like LEAN or Agile. - Skill in effective communication and stakeholder engagement, crafting compelling narratives for diverse audiences. In addition to your role responsibilities, Citi provides various programs and services for your physical and mental well-being, including access to telehealth options, health advocates, confidential counseling, and more. We also offer a Paid Parental Leave Policy, learning and development resources, generous paid time off packages, and opportunities for volunteering in communities where employees live and work. As part of the Marketing job family group and the Customer Experience job family, this is a full-time position where you will be accountable for driving compliance with applicable laws, rules, and regulations while safeguarding Citigroup's reputation, clients, and assets. If you require a reasonable accommodation due to a disability to use our search tools or apply for a career opportunity, please review Accessibility at Citi. You can also view Citigroup's EEO Policy Statement and the Know Your Rights poster for more information. You will be joining Citi Global Wealth (CGW) as an Assistant Vice President, Complaint Insights based in CSIPL, Chennai. Your role will involve the following responsibilities: **Role Overview:** At CGW, we serve a wide range of wealth clients, from affluent to ultra-high net worth individuals and family offices. We focus on creating strategies that help clients maintain liquidity, maximize yields, transact across borders, and manage expenses effectively. As part of our team, you will have access to resources to meet your unique needs, make informed decisions, and manage your financial well-being for the future. **Key Responsibilities:** - Review monthly complaints to identify trends, focusing on controllable or substantiated complaints, and shortlist action areas. - Drive root cause identification for shortlisted areas, organize scrums with stakeholders, and identify potential action items. - Set timelines, track implementation progress, and drive actions with stakeholders. - Provide detailed updates to the Complaints cohort and senior management on upcoming trends, insights into identified issues, actions, and solution implementation status. - Drive continuous process improvements to increase productivity, efficiency, accuracy, and controls. **Qualifications Required:** - Bachelor's or Master's degree in a related field such as Marketing, Communications, or Business Administration. - Proven experience in customer experience with hands-on involvement in addressing customer issues. - Demonstrated ability to execute strategies and initiatives, preferably with experience in process improvement methodologies like LEAN or Agile. - Skill in effective communication and stakeholder engagement, crafting compelling narratives for diverse audiences. In addition to your role responsibilities, Citi provides various programs and services for your physical and mental well-being, including access to telehealth options, health advocates, confidential counseling, and more. We also offer a Paid Parental Leave Policy, learning and development resources, generous paid time off packages, and opportunities for volunteering in communities where employees live and work. As part of the Marketing job family group and the Customer Experience job family, thi
