Service Senior Supervisor - Branded Cards

Service Sr. Supervisor

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 include :

• Leading and developing a team of 15-25 care professionals and ensuring they consistently meet performance metrics and provide effective customer service to Citi's clients
• Developing leaders and their skill set and providing growth opportunities through guidance and mentorship in conjunction with succession planning
• Evaluating team's performance and making recommendations for staffing, pay increases, promotions, terminations, etc.
• Creating and executing realistic action steps and timelines for the team with a strict attention to details and performance
• Driving organizational change through innovation and process improvement, eliminating friction points for team
• Achieving team performance excellence to ensure high quality and high volume productivity
• Recruiting, hiring, and building a team of highly productive candidates through coaching, collaboration, and motivation of staff
• Fulfilling 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 assessing 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 include :

Education : Bachelor's / University degree or equivalent experience.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.