Ops Sup Sr. Supervisor

As a Grade C11 in the Operations Support department at Citi, your role involves leading a team of 10-12 chat advocates. You will be responsible for driving all activities as required in the Unit plan and consistently achieving business-defined performance indicators with urgency and commitment. Your key responsibilities include: - Achieving and monitoring team quality (online and offline), customer satisfaction, and meeting/exceeding business plan financial commitments (unit cost) - Conducting regular process reviews to identify improvements - Motivating employee performance and continuously developing talent through encouragement, feedback, and coaching - Serving as a role model in a culture of accountability, integrity, and respect - Promoting an environment of open communication If you are in a quality/navigation specialist role, additional responsibilities include: - Reviewing and maintaining quality standards - Documenting employee issues as required, providing employee guidance and coaching - Sharing regular feedback to agents/associates and training and coaching them - Ensuring proper capacity planning and maintaining work schedules as per requirements In terms of management skills, you should be able to take immediate and independent action to resolve issues, make sound decisions reflecting good judgment, and possess exceptional performance management abilities. Collaboration, relationship-building, and working across the organization in a multisite matrix operations environment are essential. You should also be able to plan for projects and initiatives by identifying risks and assumptions, with a focus on execution skills and attention to detail. Qualifications required for this role include: - A Bachelor's Degree or Equivalent Experience - 6-7 years of experience with 1-2 years of team management experience - Call center/Chat operations experience is a plus - Competence in Risk and Control, ability to identify and mitigate emerging risks - Familiarity and understanding of the financial industry preferred - Excellent communication skills (written, verbal, and interpersonal) - Strong multitasking and time-management skills - A passion for learning and developing employees at all levels Preferences for this role include possessing good verbal and written communication skills, analytical skills, observation skills, and procedure-driven judgment. Being goal-oriented and result-oriented is essential, along with being customer-oriented and having analytical thinking skills. The shift of operations for this role is US Day/India Night, with a rotating shift and work on Saturdays/Sundays, constituting a 5-day work week.,