Customer Service Group Manager

The Client Mgmt Group Mgr for India CitiService Client Service team is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Applies in-depth understanding of the business impact of technical contributions. Commercial awareness is a necessity. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.

Responsibilities:

• Manages multiple Client Specialists, Managers and SR Managers
• Engages in higher level strategic planning with senior stakeholder.
• Develops senior level connections within the operations of the clients office.
• Accountable for the end results of an area including budget, resources, policy formulation and planning.
• Involved in short to medium-term planning of actions and resources for own area.
• Deals with complex and highly variable issues with substantial potential impact.
• Applies comprehensive understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that have impact beyond own area.
• Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions.
• Ensures essential procedures are followed and contributes to defining standards.
• Demonstrates an in-depth understanding of how own area integrates within the overall function to achieve objectives; requires a good understanding of the industry.
• Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources.
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 10+ years relevant experience.
• Previous management experience and experience in service, cash management or operational process management required.
• Excellent technical knowledge of Custody products and regional regulatory requirements, stay abreast of changes and synthesize information quickly
• Experience developing and delivering operational strategies and strategic change programs in a fast paced, large global firm
• Demonstrated experience leading people and developing effective and diverse teams across a regional footprint, delivering exceptional results.
• Ability to establish and build trust with clients and senior leaders throughout the business, demonstrating advanced advisory and influencing skills to evaluate needs and develop solutions
• Ability to work effectively and independently in situations requiring analytical, interpretive and problem solving techniques using impeccable integrity and judgment
• Proven ability to lead cost saving initiatives and manage key operational risks
• Excellent communication and organization skills and demonstrated ability to work under pressure and prioritize within tight deadlines

Education:

• Bachelors/University degree, Master’s degree preferred

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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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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