The Mass and Emerging Affluent Segments team is part of the Segments & Product Development within Citi’s US Retail Banking group. The Mass and Emerging Affluent Segments team is responsible for designing and delivering differentiated and competitive value propositions to defined client segments with a multichannel focus.
The Call Center and Branch Lead is a pivotal role focused on providing critical analytical support to SVPs leading branch and call center enablement initiatives. This position leverages data-driven insights to optimize performance, enhance customer experience, and inform strategic decision-making across both channels. The analyst will be instrumental in translating complex data into actionable recommendations that drive improvements in service quality, productivity, and customer satisfaction for our contact points.

QUALIFICATIONS:

• 6-10 years of experience in call center/branch banking, or a similar customer service-focused environment, with a proven track record of driving operational improvements and enhancing customer experience through data analysis.
• Strong understanding of call center technologies, metrics, and best practices
• Solid knowledge of branch banking operations, customer service principles, and sales support strategies.
• Excellent analytical, problem-solving, and critical thinking skills, with the ability to translate complex data into clear, actionable insights for diverse audiences.
• Strong communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with stakeholders at all levels.
• Proven ability to manage multiple projects simultaneously, prioritize tasks, and work effectively in a fast-paced, dynamic environment.

EDUCATION:

• Bachelor’s degree/University degree. Master’s degree preferred
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MOST RELEVANT SKILLS

Please see the requirements listed above.
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OTHER RELEVANT SKILLS

For complementary skills, please see above and/or contact the recruiter.
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• Strategic Analysis & Insight Generation: Conduct in-depth analysis of call center and branch performance metrics, customer interactions, operational data, and market trends to identify opportunities for efficiency gains, cost reduction, and service enhancement. Provide strategic insights to support the Call Center and Branch SVP decision making.
• Operational Optimization: Work closely with call center and branch operations teams to analyze workflows, identify bottlenecks, and propose solutions for process improvements. Support the implementation of new tools, technologies, and methodologies to optimize performance.
• Customer Experience Enhancement: Analyze customer feedback, survey data, and interaction patterns to understand customer pain points and preferences across call center and branch channels. Develop recommendations to improve the end-to-end customer journey and satisfaction.
• Cross-Functional Collaboration: Partner with various departments, including Branch, Digital, Product, Marketing, and Risk Management, to ensure analytical findings are integrated into broader business strategies and initiatives.
• Performance Reporting & Monitoring: Develop and maintain robust reporting dashboards and analytical models to track key performance indicators (KPIs) for both call center and branch operations. Regularly report on performance trends, variances, and progress towards strategic goals.
• Risk Management & Compliance: 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.