Customer Service Senior Manager - Contact Center

Lead a high-performing customer service team and shape the daily operations of a major contact center as a Customer Service Senior Manager at Citi. This role owns the performance, quality, and productivity of a team of approximately 35 customer service professionals, driving results through coaching, process improvement, and strong operational leadership. You will partner with senior stakeholders across regional and global teams, with the opportunity to grow into broader cross-market leadership.

Responsibilities

• Manage the daily floor operations of a customer service team of approximately 35 staff within the contact center.
• Resolve complex and uncommon service issues that carry significant impact on the organization.
• Evaluate team performance and make recommendations on pay, promotions, hiring, and terminations.
• Coach and mentor team leaders while supporting succession planning for future leadership needs.
• Develop employees' skill sets to expand team capabilities and create growth opportunities.
• Recommend new work procedures and contribute to new customer service techniques and models.
• Drive process improvements that remove friction points and improve team efficiency.
• Recruit and build a team of productive customer service professionals through coaching and motivation.
• Represent the team in senior management meetings alongside regional and global stakeholders.

Required Qualifications & Skills

• 6 to 10 years of related experience in a senior role with people management responsibility.
• Experience in contact center operations or banking is required.
• Passed HKSI Paper 1, 7, and 8 licensing requirements.
• Working knowledge of Design Thinking, Lean, and Agile methodologies.
• Proficient project management skills.
• Effective written and verbal communication skills.
• Strong influencing and relationship management skills.
• Bachelor's degree or equivalent.

Beneficial Skills & Qualifications

• Master's degree.
• Experience collaborating with senior management and global teams.

What We Offer

Join a team where your leadership directly shapes service quality for customers and where strong performance opens the door to broader, global-facing opportunities.

• Lead a sizable team and own measurable outcomes in a fast-paced service environment.
• Gain visibility with senior management and exposure to global stakeholders.
• Build your leadership capability through mentorship and succession planning responsibilities.
• Work in a hybrid arrangement with 3 days in the office and 2 days working remotely.
• Access ongoing learning and development opportunities to support your career growth.
• Benefit from financial wellbeing programs and family support resources.

Apply today and help lead a team that delivers exceptional customer service at scale.

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Job Family Group:

Customer Service

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Job Family:

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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