Ops Sup Team Lead

2 weeks ago

Chennai, India Citi Full time

The Ops Sup Team Lead is an entry-level management level position with overall objective to act as a subject matter expert, responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the stake holders. Requires a good knowledge of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based. Good understanding of how the team interacts with clients/ others in accomplishing the objectives of the area. Makes evaluative judgements based on the analysis of factual information. They are expected to resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks/services provided.

Responsibilities:

• Primarily responsible to handle Escalated Chats (Second levle) for NAM Based clients & Provides high level of service to our clients.

• Drive unit level projects & takes ownership of allocated work

• 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 metric

• Assist in performing the monitoring review that augment the principles defined per ARCM (Activity, Risk, Control & Monitoring)

• Minimizes risk to the bank through knowledge of procedural requirements - understands and monitors errors to suggest solutions to reduce errors, and to adhere to audit and control policies

• Applies analytical thinking and methodologies to identify process improvements;Interprets data and contributes to recommendations for process improvement

• Utilizes strong communication, interpersonal and diplomacy skills to interact with colleagues and stakeholders, and to exchange potentially complex/sensitive information, while being sensitive to audience diversity

• Consistently reach business-defined performance indicators with urgency and commitment

• Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)

• Conduct regular process reviews to identify improvements

• 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

• Follows established procedures to identify and resolve problems related to processing activities that require investigation or research and makes recommendations to management to support process improvement

• Create and facilitate training sessions & promote an environment of open communication

• Candidate should be willing to work in staggered shifts

• Timely escalation of all requests / inquiries / issues / errors

• Share regular feedback to agents/associates and also train and coach agents/associates

• 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

Qualifications:

• 5 - 6 relevant experience preferred (combination of education/experience)

• Excellent written and verbal communication skills Ability to perform under pressure Ability to manage multiple tasks and priorities Ability to function independently.

• Proficient in MS Office Word, Excel and PowerPoint applications

• Proactive leadership and motivational skills

• Proven organization and time management skills

• Demonstrated problem-solving and decision-making skills

Education:

• • Bachelor’s degree/University degree or equivalent experience

Preferred Personal attributes

• • Highly motivated & self-driven • Result orientated • Customer orientated • Analytical thinking Shift of operations: • US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week. • Experience in Live Process (Chat Preferred)

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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