AVP – Affluent Segment Lead – Contact Center at Citi

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

16 Apr, 26

Salary

0.0

Posted On

16 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Experience, Performance Management, Issue Resolution, Team Evaluation, Organizational Change, Leadership Development, Employee Development, Process Improvement, Project Management, Communication Skills, Relationship Management, Bank Products Knowledge, Coaching, Mentorship, GenAI Enablement, Recruitment

Industry

Financial Services

Description

To ensure best-in-class client experience provided, managing key performance indicators including RSAT, FCR, TSF, Call volume, Sales Referral, and Productivity to meet business expectation. Resolve issues that include uncommon and complex situations with significant organizational impact. Handling of escalated client complaint and to provide resolution across relevant departments, and liaison with FIDReC local regulator on disputed cases when needed. Evaluate team's performance and make recommendations for pay increases, promotions, terminations, hiring etc. Drive organizational change through innovation and process improvement, eliminating friction points for team. Develop leaders by providing guidance and mentorship in conjunction with succession planning. Develop employees and their skill sets to expand each team's capabilities and provide growth opportunities Recommend new work procedures and contribute to the development of new customer service techniques, models and plans. High adaptability in GenAI enablement initiatives, participation in requirement discussion, function testing, assistance to agent usage, etc. Recruit, hire and build 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. 5-8 years of relevant experience Intermediate to senior level experience in a related role with people management experience Call Center management experience, preferred Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred Proficient project management skills Effective written and verbal communication and presentation skills Influencing and relationship management skills Language proficiency in English and Mandarin to work with Mandarin speaking customers, internal and external stakeholders. Bachelor's/University degree or equivalent experience ------------------------------------------------------ For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------

Responsibilities

The role involves managing key performance indicators to ensure a best-in-class client experience and resolving complex client issues. Additionally, it includes evaluating team performance and driving organizational change through innovation and process improvement.