Contact Center Manager - HRSS

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POST DATE 8/16/2016
END DATE 12/19/2016

Citigroup Tampa, FL

Tampa, FL
AJE Ref #
Job Classification
Full Time
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Citi Human Resources Shared Services (HRSS) is an organization of nearly 1,500 employees that provides customer-focused, value-centric HR shared services, including HR systems, operations, and payroll administration globally. Our mission at HRSS is to develop a world-class global HR infrastructure that provides services, processes and tools to enable businesses to manage their employees while assisting in management of cost, risk, growth and quality. In partnership with HR, HRSS strives to provide excellent customer service through its product offering to employees and managers while focusing on process reengineering and initiatives to enhance the Shared Services role in Citi.

Job Purpose:

The Service Delivery Ops Support Senior Manager will interface with business NAM HRs, managers, employees, and former employees while leading the day-to-day operations of the Customer Contact Center. The SD Ops Support Senior Manager will develop continuous business solutions to improve customer service and stay apprised of industry technology to deliver a superior service model to Citi employees. This candidate should be a solution-minded, strategic thinker with relationship management skills, and an ability to deliver innovative solutions. The role will encompass team management, employee development, performance management, ensuring work is completed within the established service levels according to established procedures and protocols, and a client oriented protocol is consistently followed within the team. The candidate will need to partner with Regional Representatives in order to drive continued business improvement processes as well as consistent practices. Additionally the candidate will have will have responsibility for the Tier 1 team in Costa Rica.

This position will report to the NAM Service Delivery Head.

Key Responsibilities:

Accountable for managing day-to-day service delivery operations for the Customer Contact Center including driving metrics of the team, executing monthly evaluations, and coaching and development of representatives.

Develops action plans to drive customer satisfaction, reduce service issues and improve escalation channels.

Creates meaningful and timely reporting tools to monitor customer service satisfaction and service levels. Adjusts staffing requirements based on call demands, expertise levels and System Support demands with the direction of Global Workforce Optimization (GWFO).

Creates and improves tools to increase specialist subject knowledge, and reduce call times and repeat calls.

Ensures all business risks are identified, effective controls are in place to minimize those risks, and successfully evaluates of controls.

Utilizes knowledge of Customer Service Operations to manage the operation, resolve issues and implement controls to avoid the risk of not meeting SLA.

Conducts robust and meaningful monthly one on one's for each employee as well as administering mid-year and year-end performance evaluations.

Regularly uses recognition tools to motivate and develop individual team members.

Develops a robust professional relationship with peers locally and internationally creating a useful business network.

Demonstrates a strong leadership ability to guide or direct others through actions and influence while making good business decisions that balance the needs of the business and HR partners.

Demonstrates a firm foundation in change management and organizational design in order to partner effectively and creatively with a continually changing environment.

Provides expert problem management support to difficult or complex issues and ensures root-cause analysis is conducted with any learning applied for future benefit.

Puts clients first by anticipating, understanding, and exceeding their expectations and needs; aligns business goals to support clients; holds team members accountable for listening to and learning from clients.

Acts as a trusted partner to clients by delivering superior, honest advice, products and services; leverages the unique capabilities of Citi in identifying solutions that contribute to the goals of multiple clients.

Brings the best of Citi and knowledge of current trends to create value and goodwill with clients; anticipates changes and leads the teams to build solutions that address the client's emerging needs.

Drives innovation, competitive differentiation and speed to market by actively learning from external resources, develops a team that identifies and quickly responds to new opportunities, challenges current thinking, and generates new ideas.

Inspires and empowers the team to work collaboratively to achieve superior results; brings together talent with diverse styles and backgrounds to expand thinking, speed learning and improve team effectiveness.

Creates an environment where people hold themselves and each other to the highest ethical standards and feel safe to voice ethical concerns; swiftly addresses instances of problematic behavior and uses them as teachable moments.

Models personal growth, self-awareness, and openness to feedback from all directions; provides consistent coaching and objective feedback in support of ongoing development and retention; attends and sponsors team member's participation in Citi's training and development programs.

Makes good hiring decisions and retains exceptional talent aligned to emerging business needs; ensures diverse and effective succession plans for all roles; encourages mobility and helps team members find stretch opportunities to expand their experience and skills.

Recognizes, rewards and promotes talent based on performance ("the what" and "the how"); highlights people who role model Citi's Leadership Standards as exemplars; celebrates exceptional team behavior and outcomes.

Translates strategy into effective business plans while proactively overcoming obstacles; aligns goals across the team; builds and executes contingency plans to address potential challenges before they impact performance.

Prioritizes and provides a clear line of sight to the most critical work; ensures the team understands how initiatives support organizational success; invests time and resources to drive execution; eliminates activities that distract from the critical few priorities.

Sets goals and measures progress to ensure team is focused on ethics, execution, and results; holds team members accountable for maintaining these standards; conducts meetings to review performance against expectations with the team and addresses emerging risks.

* HS/GED Required. Bachelor's degree or equivalent experience preferred
* 5-7 years' experience leading staff in Production / Operations environments required
* 3 years of Human Resources and/or Shared Services experience preferred
* Bilingual Spanish/English a plus
* Strong customer service orientation and proven ability to drive improvements in customer satisfaction
* Good working knowledge of HR business processes
* Demonstrated ability to work collaboratively, proactively and enthusiastically with others within an organization
* Proven experience in proactively identifying process improvements and engaging in associated implementation efforts
* Demonstrated resilience and determination, with proven ability to adjust in changing environment and priorities
* Ability to multi-task, prioritize, and effectively manage multiple deliverables at the same time
* Ability to work effectively in an environment where compliance with processes and procedures is of priority
* Strong presentation and communication skills (oral and written); demonstrated ability to influence clients and colleagues
* Highly motivated, analytical, organized and methodical
* Demonstrated ability to independently exercise discretion and decision-making