The Customer Service Group Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients.

Responsibilities:

• Manage multiple teams or a functional area and evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
• Engage in higher-level strategic planning with senior directors of areas, such as Citi phone, inbound sales, outbound sales, mortgage, etc.
• Accountable for end results of an area including budgeting, resources, policy formulation and planning
• Engage in short- to medium-term planning of actions and resources for own area and manage complex and highly variable issues with substantial potential impact
• Apply comprehensive understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that impact beyond own area
• Ensure essential procedures are followed and contribute to defining standards
• 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.

Qualifications:

• 10+ years of relevant experience
• Consistently demonstrate clear and concise written and verbal communication
• Ability to present ideas
• Proven negotiation skills
• Demonstrated leadership with accountability for results and deliverables
• Consistently demonstrate strategic thinking and ability to make complex decisions

Education:

• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - CN

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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