Service Sr Manager - C13 - CHENNAI

Citi Global Wealth (CGW) brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices. The strategies we create help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow. We are uniquely suited to helping our clients meet their banking needs across regions through our global network.

Were currently looking for a high caliber professional to join our team as Assistant Vice President, Complaint Insights based in CSIPL, Chennai. Being part of our team means that well provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more.

• Coverage varies by country.

• We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

• We empower our employees to manage their financial well-being and help them plan for the future.

• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

• We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

• We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world

Key Roles & Responsibilities

• Accountable for reviewing monthly complaints for trends, specific to controllable or substantiated complaints & shortlist action areas arising from the same

• Drive root cause identification for shortlisted areas & organize scrums with respective stakeholders & identify potential action items

• Set timelines, track & drive implementation with respective stakeholders for identified action areas

• Provide detailed updates to the Complaints cohort & senior management on upcoming trends in complaints as well as insights into the identified issues, actions & solution implementation status

• Drive continuous process improvements, identifying opportunities for increasing productivity, efficiency, accuracy and improving controls

• 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.

Qualifications

 The ideal Candidate would meet the following requirements:-

• At least 5 years relevant experience working in customer service, marketing, legal, compliance or related fields

• Bachelor’s/University degree or equivalent experience

• Customer experience & Contact center experience would be preferred

• Strong stakeholder management, networking and relationship management skills.

• Strong client orientation ensuring that processes are designed with client at the center

• Deep understanding of operational risk

• Demonstrated ability to run projects/process improvement initiatives

• Excellent verbal, written, and interpersonal communication skills.

Education Level

• Bachelor's Degree