The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities.
The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.
**Responsibilities**:
- Resolve issues that include uncommon and complex situations with significant organizational impact
- Evaluate team's performance and make recommendations for pay increases, promotions, terminations, hiring etc.
- Develop leaders by providing guidance and mentorship in conjunction with succession planning
- Develop employees and their skill sets to expand each team's capabilities and provide growth opportunities
- Recommend new work procedures and contribute to the development of new customer service techniques, models and plans
- Drive organizational change through innovation and process improvement, eliminating friction points for team
- Achieve team performance excellence to ensure high quality and high volume productivity
Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
**Qualifications**:
- 5-8 years of relevant experience
- Intermediate to senior level experience in a related role with commensurate people management experience
- Call Center management experience, preferred
- Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
- Proficient project management skills
- Effective written and verbal communication and presentation skills
- Influencing and relationship management skills
**Education**:
- 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.
- **Job Family Group**:
Customer Service
- **Job Family**:
Service
- **Time Type**:
Full timeCiti is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
View the "**EEO is the Law**" poster.
View the **EEO is the Law Supplement**.
View the **EEO Policy Statement**.
View the **Pay Transparency Posting