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Ops Sup Senior Manager

3 months ago

Pune, Maharashtra, India Citi Full time

Job Description

The Ops Sup Sr. Manager (VP) is responsible for managing the Pune Messaging team for service delivery to customers across three lines of business, to US Personal Banking customers.

The objective of this role is to ensure the seamless delivery of Messaging operations support services from the Pune Citi Solutions Center, nurturing talent and ensuring excellence in delivery.

The incumbent will be responsible for meeting operational efficiency and client experience metrics through competitive best-in-class delivery , for ensuring positive employee engagement and a healthy work environment as well as ensuring a continuous flow of ideas from the frontline for better customer servicing and digital transformation in Chat.
Responsibilities:

The responsibilities of this role are summarized as below-

Manage the team of ~ 90 Messaging agents in Pune , across Branded Cards and Retail Bank lines of business , for effective delivery on efficiency and client experience metrics . This includes but is not limited to all aspects of capacity management , resourcing , operational logistics, service delivery and performance. Function as Retail Banking Process's Line of Business head , managing ~ 34 staff , with clear line of sight on operational efficiency metrics and client experience expertise, ensuring the process is managed within guidelines and with effective controls to manage risk . To function as a mentor and guide to managers who manage the agents in their day to day deliverables; to nurture talent and ensure growth of employees through effective performance measurement , with timely conversations and actions as appropriate To ensure employee satisfaction as guided by the organization's goals and metrics. To manage training and onboarding of new staff as per the guidelines . To ensure significant contribution to digital transformation by constantly creating an environment for generating ideas for process improvement and digital ransformation in messaging

The detailed responsibilities are as below-

Create and develop budget, policy formation and short-term resource planning Manage complex and varied issues with significant departmental impact Apply in-depth knowledge of how areas integrate within the lines of business as well as coordinate and contribute to the goals of the entire unit Provide evaluative judgment based on analysis of information Ensure essential procedures are followed and contribute to the defining standards Comfortable with taking decisions and working with a limited level of direct supervision/remote supervision. Acts as SME to senior stakeholders and /or other team members. Demonstrates ability to manage large teams. Appropriately assesses 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. Work with seniors/stakeholders to solve and design new processes Initiate inter-departmental conversations to ensure successful processes which are advantageous to the bank as a whole, while maximizing customer experience Consistently reach aggressive business-defined performance indicators with urgency and commitment Ensure a pristine Control Environment - All operational risks to be assessed and mitigated, and control/audit issues actively managed to resolution Strong understanding of applicable regulations and compliance with same Employee initiatives – VOE, address people issues, effective on-boarding and training, ensure staff have clear goals and expectations Effective communication with both internal and external stakeholders, providing regular updates on the Operations; develop strong working relationship between the Consumer Ops site team and the North America Messaging/Service Operations teams Effective escalation procedures to raise potential reputational risks and franchise issues. Maintain a robust COB plan Focus on service quality and customer satisfaction; motivate employee performance and continuously develop talent though encouragement, feedback and coaching Serve as a role model in a culture of accountability, integrity and respect Lead various project teams and critically evaluate current processes for improvement Responsible for achieving and monitoring aggressive team performance targets: productivity, quality and customer satisfaction, meet/exceed business plan financial commitments (unit cost) Support our community through bank sponsored volunteer activities Exercise full leadership and supervisory responsibility over Operations Support department typically consisting of multiple teams Recommends new work procedures with broader scope of impact; deals with variable (occasionally complex) issues with substantial potential impact Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues Apply in-depth understanding of guidelines and interpretation Demonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals Provide evaluative judgment based on analysis of factual information in complicated and unique situations Sharing responsibility for delivery of end results and contribution to planning, budget management and formulation of procedures; influences resource planning Persuading and influencing others through strong communication, influencing and conflict resolution skills; may be required to negotiate with external parties Meeting expense plans Ensuring Green Audit ratings Must demonstrate ability to make quick decisions (quick thinker who can take strategic decisions to implement, ability to prioritize; analytical thinking and attention to detail) Proven ability to handle pressure, have strong interpersonal skills required for frequent multi-level interaction Encourage a flexible and adaptive work environment that fosters innovation, collaboration and quick response to changes Leverage data analytics and artificial intelligence to gain insights & optimize decision-making processes Collaborate with digital teams to streamline operations, enhance efficiency and improve customer experience Work in sync with the work force team and coordinate end to end hiring process for Chat operation in Pune Promote inclusive and diverse culture by implementing strategies to attract and hire diverse talent Ensure timely recruitment Commit to a culture of continuous learning and improvement

Qualifications:

Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements Ability to work core night shifts (five day work week)- eight hours as a minimum in a hybrid model , with hours of operation ranging from 2.30 pm to 2 am IST, to map US operations Proven organization and time management skills Consistently demonstrates clear and concise written and verbal communication skills Takes immediate and independent action to resolve issues or problems when they arise Ability to make sound decisions that reflect good judgment Exceptional performance management abilities Ability to collaborate, build relationships and work across the organization in a multi-site matrix operations environment Demonstrated success driving organizational change with a track record of process improvement Ability to plan for projects and initiatives by identifying risks and assumptions Exceptional influencing skills that inspire action without full reliance on authority Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning and financials Ability to probe beyond symptoms to determine the underlying causes of problems

Education:

Call center or production management background; experienced in leading managers (team leaders) Bachelor's degree or equivalent experience, advanced degree is preferred Familiarity and understanding of financial industry is preferred 13-15 years of which 6-8 years is in Operational process management Leading and managing large teams for 3-4 years with a track record of building teams, managing employee motivation Competence in Risk & Control, knowledge of Citi policies and procedures, ability to identify and mitigate emerging risks would be preferred Experience in complex financial analysis and ability to work with relevant business applications and interpret data Strong MS Office skills Project management experience is preferred Strong service background in the financial services sector is preferred

Job Family Group:

Operations - Core

Job Family:

Operations Support

Time Type:

Full time