Service Sr Manager

As an Assistant Vice President, Complaint Insights at Citi Global Wealth (CGW) based in CSIPL, Chennai, you will play a crucial role in reviewing monthly complaints, identifying trends, and driving root cause identification for areas needing action. Your responsibilities will include setting timelines, tracking implementation progress, and providing detailed updates to the Complaints cohort and senior management. Additionally, you will be expected to drive continuous process improvements to enhance productivity, efficiency, accuracy, and controls. It is essential that you appropriately assess risks in business decisions to safeguard Citigroup's reputation and assets. **Key Responsibilities:** - Review monthly complaints to identify trends and specific action areas - Drive root cause identification and organize scrums with stakeholders - Set timelines, track implementation progress, and provide updates to management - Drive continuous process improvements to increase productivity and efficiency - Ensure compliance with laws, rules, and regulations while making business decisions **Qualifications:** - At least 5 years of relevant experience in customer service, marketing, legal, compliance, or related fields - Bachelor's/University degree or equivalent experience - Strong stakeholder management, networking, and relationship management skills - Customer experience & Contact center experience preferred - Deep understanding of operational risk - Demonstrated ability to run projects/process improvement initiatives - Excellent verbal, written, and interpersonal communication skills Citi provides various programs and services for your physical and mental well-being, including telehealth options, health advocates, confidential counseling, and more. Paid Parental Leave Policy is also available for all parents to bond with their families. Additionally, employees have access to learning and development resources, generous paid time off packages, and volunteering opportunities in their communities. If you are a person with a disability and need a reasonable accommodation to use Citi's search tools or apply for a career opportunity, please review Accessibility at Citi.,