CS&Q Unit Head

The Service Manager role is an intermediate management position where you will be responsible for leading and directing a Customer Service team to deliver exceptional service. Your main goal will be to assess and manage the team's performance to ensure they meet quality standards and productivity goals. You will be expected to: - Resolve complex issues with significant organizational impact - Develop leaders by offering guidance and mentorship for succession planning - Enhance team capabilities by developing employees" skills and providing growth opportunities - Recommend new work procedures and contribute to the development of innovative customer service techniques - Drive organizational change through process improvement and innovation - Ensure high performance from the team to achieve high-quality and high-volume productivity - Recruit, hire, and train a team of highly productive individuals through coaching and motivation - Uphold exceptional client service and meet specific metrics to fulfill client needs - Assess risks when making business decisions and ensure compliance with laws and regulations Qualifications: - 5-8 years of relevant experience - Intermediate to senior level experience in a similar role with people management experience - Preferably, experience in Call Center management - Proficient knowledge of basic bank products like deposit accounts and credit cards - Strong project management skills - Excellent written and verbal communication and presentation skills - Strong influencing and relationship management skills Education: - Bachelor's/University degree or equivalent experience Please note that this job description offers a general overview of the responsibilities involved. Additional duties related to the role may be assigned as necessary. Citi is an equal opportunity and affirmative action employer, encouraging all qualified applicants to apply for career opportunities. For individuals with disabilities requiring accommodations during the application process, please review the Accessibility at Citi information. This job falls under the Customer Service job family group within the Service job family and is a full-time position.,