Senior Group Manager, Citigold Client Service and Workforce Optimization - Director

Senior Group Manager, Citigold Client Service and Workforce Optimization - Director

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Job Overview

The Senior Group Manager for the Citigold Client Service teams is responsible for implementation and execution of the service model strategy for clients in the Citigold (CG) and Citigold Private Client (CPC) relationship segments. Manages multiple teams through team managers and has an in-depth understanding of the banking and investment needs of the wealth client as well as a detailed understanding of contact center management and technology enablement. Leads teams, processes, and projects designed to improve the client experience and grow the business. Responsible for achieving goals to deepen client relationships through inbound and outbound contacts, partnering with the Citigold Client Experience team to solve client friction points, and coordinating with partners to tailor training, communication, campaign management, and productivity reporting to meet goals.

The Senior Group Manager for Citigold Client Service leads and supports transformation initiatives for the National Investor Center and the overall Citigold business, especially those focused on workforce management (WFM), telephony infrastructure, and AI-tech enablers. The role requires a thorough understanding of contact management technology employed by Citi in order to execute the Citigold strategy and contribute to the exponential growth expected in the plan. Reports to the Head of the National Investor Center and serves as an integral member of the functional leadership team within the country, site location, and line of business.

Stakeholder Management : Facilitate communication and collaboration between internal teams and external partners, including those related to WFM and legal / risk / compliance partners. This role will also take any relevant initiatives through governance routines and approvals, creating controls or managing CAP's where necessary.

WFM Optimization : Proactively manage WFM deliverables and deploy recommendations in an optimal manner, including capacity planning, IVR management, agent skilling, real-time performance monitoring, technology enhancements, process improvement, and reporting / analytics. This includes partnering across the National Investor Center to help the entire management team deploy tactics and best practices.

Process Improvement : Enhance efficiency and client experience across all channels, including digital and those impacted by WFM.

Strategic Initiatives : Provide support to the business unit leadership in developing and executing strategic initiatives, including those related to digital growth and WFM optimization.

Data Analysis and Reporting : Analyze performance data across all channels, informing decision-making. This includes WFM metrics like average call handling time, productivity, and other KPIs.

Responsibilities :

Set the strategic leadership and management of the contact center service units within functional alignment.

Work with business teams to identify and develop strategic and tactical initiatives that provide a sustainable competitive advantage in the marketplace.

Oversee management of day-to-day servicing and processing activities to ensure the staff is delivering a high level of service and complying with Citibank's policies, procedures, and government regulations. Manage large groups of employees including managers as well as individual contributors.

Coach and provide ongoing feedback to staff, identify training needs, and prepare developmental and training plans.

Regularly review processes to ensure maximum efficiencies while delivering superior service quality and deploying high-quality controls.

Establish an effective working relationship with front office, operations management, and key vendors to jointly identify and resolve on-going issues. Partner with branch / field executives, operations managers, and support partners to ensure the team collectively meets client needs, escalates pain points, and designs and implements plans for improvement.

Regularly review internal control and regulatory requirements; perform internal review / test of controls to ensure they are effective and operating as designed to comply with regulations and policy and are within the risk limits of the firm.

Key partner in firm recruiting strategy and service delivery by identifying and recruiting talent to the service and sales teams. Develop a high performing and diverse organization that supports positive movement and opportunities for promotion and growth. Ensure a collective and respectful working environment where employees can develop and be their best.

Establishes standards for high levels of performance and ensures that staff are properly directed and qualified to fulfill their job responsibilities.

Champions key performance improvement initiatives including service to sales strategies. Ensures appropriate performance tracking tools are in place and regularly motivate and monitor performance. Makes required changes to action plans to improve performance as necessary.

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.

Qualifications :

15+ years of experience, including 8-10+ years' managerial experience, preferably at least 5+ years in contact center management.

Leadership skills : Takes ownership, readily takes charge and makes decisions, able to balance risk and reward tradeoffs to maximize business growth while maintaining adequate controls within the risk appetite of the business and firm.

People Management Skills : able to constructively coach and motivate staff across geographic locations; able to motivate people toward a common goal, implement change and get results.

Excellent verbal and written communication skills; proven ability to present to and communicate with senior executives; leadership presence with various constituents.

Outstanding customer service acumen leverage understanding of the customer wants and needs as well as leading industry best practices to implement solutions to enhance the business.

Demonstrated success in establishing and implementing plans to meet organizational goals.

Required US FINRA : Series 7, Series 66 (or 63 and 65), and Series 9 and 10.

Education :

Bachelor's / University degree, Master's degree preferred.