Manager Chat Operations
Citi Bank
5 - 10 years
Chennai
Posted: 16/07/2025
Job Description
- Lead staff of 15 - 20 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
Management Skills:
- 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
Education and Experience:
- Bachelor’s Degree or equivalent experience, advanced degree preferred
- 10+ years experience with 3+ 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
Preferences:
- 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
Preferred Personal Attributes:
* Highly motivated & self-driven
• Result orientated
• Customer orientated
• Analytical thinking
Shift of operations:
• US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week
About Company
Citi Bank, officially known as Citibank, is a global financial institution and the consumer division of Citigroup, a leading multinational banking corporation. Established in 1812, Citibank provides a wide range of financial services, including retail banking, credit cards, personal loans, wealth management, and investment banking. With a strong presence in over 100 countries, it serves millions of customers worldwide, offering both individual and business banking solutions. Citibank is known for its digital banking innovations, global reach, and commitment to financial inclusion and economic growth.
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