Citiphone Production Manager
Manama, Bahrain
Job Description
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:
Qualifications:
Education:
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 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. 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 review Accessibility at Citi. View the "EEO is the Law" poster. View the EEO is the Law Supplement. View the EEO Policy Statement. View the Pay Transparency Posting
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
- Proactively involved in ensuring high employee satisfaction levels
- Ensure high performers recognition
- Responsible for administering and monitoring PIP and CAP candidates.
- Meet the targets of the section and ensure an outstanding Customer experience :
- Meet Telephone Service Factor (TSF) on daily basis
- Meets sales targets
- Meet and continuously improve Customer Satisfaction, First Call Resolution and Net Promoter Score Targets
- Meet Quality score Targets
- Handle Customer escalations and ensure close looping is in a timely manner.
- Ensure excellence in knowledge of direct reports and CPO
- Manage the real-time feedback process ensuring business problems are immediately highlighted by the Team and appropriate action is taken
- Work closely with Customer Experience and Quality team to maintain Service Excellence
- Follow up on open cases to ensure TAT is not breached
- Suggest and implement process improvement to increase FCR through CPO empowerment
- Maximize productivities, reduce cost per call in all areas by leveraging technology and economies of scale
- To ensure production loses are minimal
- Continuity of Business – maintain and test plans on a regular basis
- Provide adequate back-up capability in case of loss of off-hours staff
- Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
- 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.
- 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:
- 5-8 years of relevant experience
- Intermediate to senior level experience in a related role with commensurate people management experience
- Call Center management experience
- 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
- Ability to demonstrate flexible approach on working hours
- Ability to work in a dynamic environment
- Strong planning, time management and organizational skills
- Good analytical skills
- Arabic Preferred
Education:
- Bachelor's/University degree
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 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. 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 review Accessibility at Citi. View the "EEO is the Law" poster. View the EEO is the Law Supplement. View the EEO Policy Statement. View the Pay Transparency Posting
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Job Detail
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Job IdJD1405067
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationManama, Bahrain
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EducationNot mentioned