Phone Banking, Citiphone Quality Service Manager, Assistant Vice President

Phone Banking, Citiphone Quality Service Manager, Assistant Vice President

Citi
Hong Kong
5-8 years
Not Specified

Job Description


Job Description :
The Service Sr. Analyst is an intermediate position responsible for resolving complex problems and performing in-depth evaluations of processes, procedures, and standards in coordination with the Customer Service Function. The overall objective is to develop and prepare reports related to cross functional projects within the business.
Responsibilities:
  • Assist with cross functional projects, assume informal/formal leadership role within teams, and assist with coaching and training of new recruits
  • Contribute to the development of new techniques and processes by utilizing industry specific subject matter expertise
  • Negotiate and advocate for new techniques and process improvements through advice, counsel and facilitation
  • Evaluate and provide solutions to moderately complex issues that have substantial potential impacts
  • Apply an in-depth knowledge of how business teams interact with others in accomplishing assigned goals
  • Provide intermediate assistance across areas of the company's customer service function
  • 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.

Qualifications:
  • 5-8 years of relevant experience
  • Intermediate to senior level experience in a related role
  • Proficient project management skills
  • Effective verbal and written communication and coaching skills
  • Influencing and relationship management skills
  • Demonstrated ability to remain unbiased in a diverse working environment

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.
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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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 .
To view the 'EEO is the Law' poster. To view the EEO is the Law Supplement .
To view the EEO Policy Statement .
To view the Pay Transparency Posting .

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