Ops Sup Manager

The Recovery Manager provides full leadership and supervisory responsibility, offering operational/service leadership and direction to team(s). You will apply in-depth disciplinary knowledge by providing value-added perspectives and advisory services. Your role may involve contributing to the development of new techniques, models, and plans within your area of expertise. Strong communication and diplomacy skills are essential for this position. You will be responsible for the volume, quality, and timeliness of end results, as well as shared responsibility for planning and budgets. Your work will have a significant impact on an entire area, influencing the overall performance and effectiveness of the sub-function/job family. As a Recovery Manager, you will have full supervisory responsibility, ensuring the motivation and development of your team through professional leadership. This includes duties such as performance evaluation, compensation, hiring, disciplinary actions, terminations, as well as direction of daily tasks and responsibilities. Your responsibilities will include managing a team that consists of Team Leads and Senior Team Leads who review recovery customer complaints. You will assign tasks and ensure team deliverables, and your unit may be responsible for managing a large segment of level 2 and level 3 complaints. Additionally, you will serve as a backup to the Senior Manager and be responsible for developing and implementing policies and procedures to enhance Recovery processes. You will be required to maintain appropriate staffing levels to meet operational needs, apply in-depth disciplinary knowledge of concepts and procedures within your area, and demonstrate a comprehensive understanding of how your area integrates to contribute to achieving overall business goals. To excel in this role, you must possess excellent communication and leadership skills, seamless email writing abilities, good stakeholder management, attention to detail, a proven performance track record with initiatives, strong analytical skills, and the ability to assess and identify root causes while providing solutions to any issues or gaps. You should be hands-on with the process, capable of asking the right questions, gathering necessary information to make well-informed decisions, quickly learning processes, analyzing data, reviewing details, and conducting in-depth research. This role requires you to work independently with good decision-making abilities. You will be expected to work in a US Shift and must be willing to work during night shifts (IST). The minimum educational requirement for this position is a Bachelor's degree or equivalent experience. You should have at least 15+ years of experience in a relevant field to be considered for this role. Please note that this job description offers a high-level overview of the work performed, and other job-related duties may be assigned as required. This position falls under the Operations Support job family within the Operations - Core group. The role is full-time, requiring your dedication during the specified working hours. If you are a person with a disability and require reasonable accommodation to use search tools and/or apply for a career opportunity, please review Accessibility at Citi. For further details on Citi's EEO Policy Statement and the Know Your Rights poster, you can access the relevant resources.,