SVP - Operations Head (USPB Customer Service)

The Service Group Manager is a senior level management position responsible for managing multiple teams or a functional area through subordinate managers and their teams, in coordination with the Customer Service team. The overall objective of this role is to oversee the end results of an area including budget, resources, policy formulation and planning.

Responsibilities:

• Engage in higher level strategic planning with senior directors, and contribute to short to medium-term planning of actions and resources
• Resolve complex and varied issues, by applying a comprehensive understanding of concepts and procedures within own area
• Evaluate staff performance and make recommendations for pay increases, hiring, terminations and other personnel actions
• Ensure high quality and high volume productivity, and drive organizational change through process improvement, eliminating friction points
• Collaborate, build relationships, and work across the organization in a multi-site matrix operations environment
• Build an effective team through hiring exceptional candidates, coaching, collaboration and motivation of staff
• Establish and execute realistic action steps and timelines
• 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.
  
  

Key Qualifications:

• 10+ years of experience in a related role
• Operations leadership in a complex, multi-site environment required
• Lean and / or Six Sigma experience preferred
• Financial Services experience preferred
• Demonstrated leadership of large groups of people
• Ability to form and leverage cross-functional relationships to achieve business objectives
• Proven advocate of transformational change and ability to act as a change agent
• Consistently demonstrates clear and concise written and verbal communication
  
  

Education:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred
• Strong contact center background
  
  

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Job Family Group:

Risk Management

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Job Family:

Operational Risk

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Time Type:

Full time

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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.

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