Service Sr Manager, Citi

Citi

Location:
India, Chennai

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Citi Global Wealth (CGW) brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices. The strategies we create help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow. We are uniquely suited to helping our clients meet their banking needs across regions through our global network.

Job Responsibility:

Accountable for reviewing monthly complaints for trends, specific to controllable or substantiated complaints & shortlist action areas arising from the same
Drive root cause identification for shortlisted areas & organize scrums with respective stakeholders & identify potential action items
Set timelines, track & drive implementation with respective stakeholders for identified action areas
Provide detailed updates to the Complaints cohort & senior management on upcoming trends in complaints as well as insights into the identified issues, actions & solution implementation status
Drive continuous process improvements, identifying opportunities for increasing productivity, efficiency, accuracy and improving controls
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

Requirements:

At least 5 years relevant experience working in customer service, marketing, legal, compliance or related fields
Bachelor’s/University degree or equivalent experience
Customer experience & Contact center experience would be preferred
Strong stakeholder management, networking and relationship management skills
Strong client orientation ensuring that processes are designed with client at the center
Deep understanding of operational risk
Demonstrated ability to run projects/process improvement initiatives
Excellent verbal, written, and interpersonal communication skills

Nice to have:

Customer Focus: Proven experience in customer experience, particularly with direct, hands-on involvement in addressing customer issues
Operational Expertise: Demonstrated ability to execute strategies and initiatives, preferably with experience or certification in process improvement methodologies like LEAN or Agile
Effective Communication & Stakeholder Engagement: Skill in crafting and delivering compelling narratives to diverse audiences, ensuring clear and persuasive communication in presentations and meetings
Relevant Education: Bachelor's or Master's degree in a related field such as Marketing, Communications, or Business Administration

What we offer:

Access to telehealth options, health advocates, confidential counseling
Paid Parental Leave Policy
Access to an array of learning and development resources
Generous paid time off packages
Resources and tools to volunteer in the communities

Additional Information:

Job Posted:
June 05, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Service Sr Manager