The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.

　　Responsibilities:

　　Resolve issues that include uncommon and complex situations with significant organizational impact

　　Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.

　　Develop leaders by providing guidance and mentorship in conjunction with succession planning

　　Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities

　　Recommend new work procedures and contribute to the development of new customer service techniques, models and plans

　　Drive organizational change through innovation and process improvement, eliminating friction points for team

　　Achieve team performance excellence to ensure high quality and high volume productivity

　　Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff

　　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:

　　5-8 years of relevant experience

　　Intermediate to senior level experience in a related role with commensurate people management experience

　　Call Center management experience, preferred

　　Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred

　　Proficient project management skills

　　Effective written and verbal communication and presentation skills

　　Influencing and relationship management skills

　　Education:

　　Bachelor's/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

　　Job Family Group:

　　Customer Service

　　Job Family:

　　Service

　　Time Type:

　　Full time

　　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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

　　View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

　　View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .

　　View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

　　Citi is an equal opportunity and affirmative action employer.

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