+ 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 ------------------------------------------------------ **Job Family Group:** Operations - Core ------------------------------------------------------ **Job Family:** Operations Support ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ **Most Relevant Skills** Please see the requirements listed above. ------------------------------------------------------ **Other Relevant Skills** For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ _Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._ _If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)_ _._ _View Citi’s_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)_ _poster._ Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.