Phone Banking, Citiphone Quality Service Manager, Assistant Vice President
September 10, 2020
The Service Sr. Analyst is an intermediate position responsible for resolving complex problems and performing in-depth evaluations of processes, procedures, and standards in coordination with the Customer Service Function. The overall objective is to develop and prepare reports related to cross functional projects within the business.
Assist with cross functional projects, assume informal/formal leadership role within teams, and assist with coaching and training of new recruits
Contribute to the development of new techniques and processes by utilizing industry specific subject matter expertise
Negotiate and advocate for new techniques and process improvements through advice, counsel and facilitation
Evaluate and provide solutions to moderately complex issues that have substantial potential impacts
Apply an in-depth knowledge of how business teams interact with others in accomplishing assigned goals
Provide intermediate assistance across areas of the company's customer service function
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.
5-8 years of relevant experience
Intermediate to senior level experience in a related role
Proficient project management skills
Effective verbal and written communication and coaching skills
Influencing and relationship management skills
Demonstrated ability to remain unbiased in a diverse working environment
Bachelor's/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - HK Time Type :Full time Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity. Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. 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 CLICK HERE . To view the "EEO is the Law" poster CLICK HERE . To view the EEO is the Law Supplement CLICK HERE . To view the EEO Policy Statement CLICK HERE . To view the Pay Transparency Posting CLICK HERE .