The Service Team Lead is an entry-level position responsible for supervising the daily workflow of a Customer Service team in coordination with the Customer Service function. The overall objective is to delegate and supervise tasks of the team while ensuring individual and group performance goals are met.**Responsibilities**:- Allocate work for small Customer Service team (typically up to 10) and serve as the team leader- Oversee and perform Customer Service activities, including performing routine tasks and resolving a variety of issues that may have potential for broader organizational impact- Evaluate performance and make recommendations for pay increases, promotions, terminations, hiring etc.- Recommend new work procedures, as needed- Make evaluative judgments to solve problems based on analysis of factual information, precedent, and acquired technical experience- Ensure entire team meets performance and quality expectations of assigned tasks and is responsible for end results- Develop communications to exchange ideas and potentially complex/sensitive information- Assist as a backup manager, as needed- 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**:- Previous banking related experience required- 6 sigma, Lean & reengineering experience preferred- Expert level proficiency in MS Office- Effective verbal and written communication and presentation skills- Influencing and relationship management skills- Proven ability to creatively solve problems- Proficient project management skills**Education**:- Bachelor's/University degree or equivalent experienceThis 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 time- Citi 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
