Ops Sup Manager

Job Description:

The Recovery Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. Work affects an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.

Responsibilities:

• Manages a team including Team Leads and Senior Team Leads who are responsible for reviewing recovery customer complaints
• Assigns tasks and ensures team deliverables
• Unit may be responsible for managing a large segment of level 2 and level 3 complaints.
• Serves as backup to Senior Manager
• Responsible for developing and implementing policies and procedures to provide for more efficient Recovery processes
• New work procedures, analyzes complex and variable issues with significant departmental impact
• Maintains appropriate staffing requirements to meet operational needs
• Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues
• Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions
• Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations
• Directly impacts the area through shared responsibility for delivery of end results and contribution to planning, budget management and formulation of procedures; influences resource planning
• Persuades and influences others through effective communication and diplomacy skills; may negotiate with external parties
• Appropriately assess risk when business decisions are made, demonstrating particular 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 regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Skill set:

• Excellent Communication and Leadership skills
• Seamless Email writing skills
• Good Stakeholder management / liaison
• Comprehensive & attention to detail
• Proven performance track record with initiatives
• Good Analytical skills with ability to assess and identify root cause and provide solutions to any issues / gaps
• Hands on with the process and be able to ask right questions and gather required information to take well informed decisions
• Ability to quickly learn the process, analyze data, review details, conduct in-depth research
• Able to work independently with good decision-making ability

Working Hours:

• US Shift - Must be Willing to work in Night shift (IST)

Education:

• Bachelor’s degree/University degree or equivalent experience (10+2+3 Regular)

Experience: -15+ Years

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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