Service Sr. Supervisor - Resident
Company: Citi Bank
Location: Jacksonville
Posted on: May 27, 2023
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Job Description:
The Service Sr. Supervisor is an intermediate position
responsible for supervising the daily workflow of a Customer
Service team in coordination with the Customer Service function.
The overall objective is to ensure the best in class customer care
focused on building and retaining valuable client relationships and
drive commitment to the delivery of Citi's products and
services.Responsibilities:Lead and develop a team of 15-25 care
professionals and ensure they consistently meet performance metrics
and provide effective customer service to Citi's clientsDevelop
leaders and their skill set and provide growth opportunities
through guidance and mentorship in conjunction with succession
planningEvaluate team's performance and makes recommendations for
staffing, pay increases, promotions, terminations, staffing,
etc.Create and execute realistic action steps and timelines for the
team with a strict attention to details and performanceDrive
organizational change through innovation and process improvement,
eliminating friction points for teamAchieve team performance
excellence to ensure high quality and high volume
productivityRecruit, hire and build a team of highly productive
candidates through coaching, collaboration and motivation of
staffFulfilling the clients' necessities while providing an
exceptional client experience is the expected behavior from all our
employees and it will be measured by specific metrics.Appropriately
assess risk when business decisions are made, demonstrating
particular consideration for the firms 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:2-5 years
of relevant experience in a Customer Service roleProficient project
management skillsEffective written and verbal
communicationInfluencing and relationship management
skillsProficient with Microsoft
OfficeEducation:Bachelors/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.Hours 12:00pm - 9:00pm EST
Keywords: Citi Bank, Jacksonville , Service Sr. Supervisor - Resident, Other , Jacksonville, Florida
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