Service Sr Manager

3 days ago

Chennai, Tamil Nadu, India Citigroup Full time

Citi Global Wealth CGW brings together the full power of Citi to serve the entire continuum of wealth clients from affluent to ultra-high net worth to family offices The strategies we create help our clients maintain liquidity while maximizing yields transact in foreign currency and across borders and manage fluctuating expenses or cash flow We are uniquely suited to helping our clients meet their banking needs across regions through our global network Were currently looking for a high caliber professional to join our team as Assistant Vice President Complaint Insights based in CSIPL Chennai Being part of our team means that well provide you with the resources to meet your unique needs empower you to make healthy decision and manage your financial well-being to help plan for your future For instance Citi provides programs and services for your physical and mental well-being including access to telehealth options health advocates confidential counseling and more Coverage varies by country We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families Thats why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world We empower our employees to manage their financial well-being and help them plan for the future Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses We have a variety of programs that help employees balance their work and life including generous paid time off packages We offer our employees resources and tools to volunteer in the communities in which they live and work In 2019 Citi employee volunteers contributed more than 1 million volunteer hours around the world Key Roles Responsibilities Accountable for reviewing monthly complaints for trends specific to controllable or substantiated complaints shortlist action areas arising from the same Drive root cause identification for shortlisted areas organize scrums with respective stakeholders identify potential action items Set timelines track drive implementation with respective stakeholders for identified action areas Provide detailed updates to the Complaints cohort senior management on upcoming trends in complaints as well as insights into the identified issues actions solution implementation status Drive continuous process improvements identifying opportunities for increasing productivity efficiency accuracy and improving controls Appropriately assess risk when business decisions are made demonstrating particular consideration for the firm

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