Post Name Service Supervisor Date August 28, 2023 Short Info. Citigroup Inc (Citigroup) is a provider of diversified financial services. Its portfolio of offerings comprises retail, commercial, and investment banking; securities brokerage; trade and securities services; and wealth management solutions.
Citi Recruitment 2023 Overview
| Company Name | Citi |
| Post Name | Service Supervisor |
| Job Type | Full Time Job |
| Experience | 0 to 2 years |
| Function/Business Area | Retail |
| Location | Pune |
| Category | Sales |
| Official Website | Citi |
| Salary | UPTo 3.0LPA + Incentives |
About Citi Company
Citigroup Inc (Citigroup) is a provider of diversified financial services. Its portfolio of offerings comprises retail, commercial, and investment banking; securities brokerage; trade and securities services; and wealth management solutions.
Why You Should Join
- Lead staff of 10 – 12 associates
- Direct all activities in the department
- Consistently reach business-defined performance indicators with urgency and commitment
- Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)
- Conduct regular process reviews to identify improvements
- Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
- Serve as a role model in a culture of accountability, integrity and respect
- Promote an environment of open communication
- In case of quality/navigation specialist role:
- Review and maintain quality standards
- Share regular feedback to agents/associates and also train and coach agents/associates
- Ensure proper capacity planning and maintain work schedules as per requirements
- Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation
- Must possess good analytical skills
- Dependable with proficient attention to detail
- Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established
- Must possess procedure driven judgment in order to find the best solution to an issue
- Must be goal oriented
Education Requirement
- Bachelor’s Degree or equivalent experience, advanced degree preferred
- 6 – 7 years experience with 1 – 2 years of team management experience
- Call center/Chat operations experience is a plus
- Competence in Risk and Control, ability to identify and mitigate emerging risks
- Familiarity and understanding of financial industry preferred
- Excellent communication skills (written, verbal and interpersonal)
- Extremely organized. Strong multitasking and time-management skills
- A demonstrated passion for learning and developing employees at all levels
Skills and Requirements
- Takes immediate and independent action to resolve issues or problems when they arise
- Ability to make sound decisions that reflect good judgment
- Exceptional performance management abilities
- Ability to collaborate, build relationships and work across the organization in a multisite matrix operations environment
- Ability to plan for projects and initiatives by identifying risks and assumptions
- Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning
- Ability to probe beyond symptoms to determine the underlying causes of problems