وصف الوظيفة
Role Overview
Client Service Relationship Team Manager at Citi, based in the UAE. UAE Nationals only.
Role Purpose
Provide full leadership and direction to a Customer Service team, evaluating and managing performance to ensure quality standards and productivity expectations are met.
Key Responsibilities
Team Leadership & Development
- Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff.
- Evaluate team performance and make recommendations for pay increases, promotions, terminations and hiring decisions.
- 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.
Performance & Quality Management
- Achieve team performance excellence to ensure high quality and high volume productivity.
- Resolve issues that include uncommon and complex situations with significant organizational impact.
- Fulfill clients' necessities while providing an exceptional client experience, measured by specific metrics.
Process Improvement & Innovation
- 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.
Compliance & Risk Management
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation.
- Safeguard Citigroup, its clients and assets by driving compliance with applicable laws, rules and regulations.
- Adhere to Policy and apply sound ethical judgment regarding personal behavior, conduct and business practices.
- Escalate, manage and report control issues with transparency.
- Effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications & Experience
- 5 to 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 and time deposits, preferred.
- Bachelor's degree or University degree or equivalent experience.
Skills & Competencies
- Proficient project management skills.
- Effective written and verbal communication and presentation skills.
- Influencing and relationship management skills.
Additional Information
- Full-time position.
- Other job-related duties may be assigned as required.
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