SVP - Customer Service Group Mgr

at Citigroup in New Castle, Delaware, United States

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

+ Operational knowledge of Check / ACH and Receivables payment processing

+ Knowledge of fraud relating to these products

+ Risk oriented mindset with proven track record of establishing controls in the operational setting.

+ Experience managing remote staff

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

Primary Location:

New Castle Delaware United States

Primary Location Full Time Salary Range:

$132,160.00 – $198,240.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Anticipated Posting Close Date:

Jun 20, 2024

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries (“Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (.

View the "EEO is the Law ( " poster. View the EEO is the Law Supplement ( OFCCP EEO Supplement Final JRF QA 508c.pdf) .

View the EEO Policy Statement ( aa policy.pdf) .

View the Pay Transparency Posting (%20English formattedESQA508c.pdf)

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.