Customer Service Senior Group Manager - Vendor Management

Customer Service Senior Group Manager - Vendor Management

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Job Overview

The Customer Service Senior Group Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients. Responsibilities include:

• Manage a functional area and evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
• Vendor Management of several contact centers internationally to deliver customer service for all US Retail Bank and Cards portfolios.
• Control end results (e.g., resources, policy formulation, budgeting and planning) that primarily affect a sub-function
• Set short- to medium-term planning of actions and resources for own area and engage in strategic planning for the function and higher-level strategic planning with senior directors
• Manage complex and highly variable issues with substantial departmental/product impact by applying broad and comprehensive understanding in multiple functional areas as well as underlying business concepts
• Interact with diverse range of internal and external sources and understands how own function integrates within the overall organization to contribute to achieving business goals
• Provide evaluative judgment based on analysis of information in complicated, unique and dynamic situations
• 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 include:

• 15+ years of relevant experience including managerial experience
• Proven working knowledge of the Contact Center and Banking industries
• Proven working knowledge of the vendor management space in large organizations
• Consistently demonstrate clear and concise written and verbal communication
• Proven negotiation skills and ability to influence
• Demonstrated leadership with accountability for results and deliverables
• Consistently demonstrate strategic thinking and ability to make complex decisions

Education includes:

• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred