12542 Citicorp Services India Private Limited

<html><body>Grade - C11 Roles & Responsibilities  Lead a team of 10 - 12 chat advocates   Drive all activities as required in the Unit plan Consistently achieve 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 Promote an environment of open communication  In case of quality/navigation specialist role: Review and maintain quality standards Document employee issues as required & provide employee guidance & coaching o Share regular feedback to agents/associates and also train and coach agents/associates o Ensure proper capacity planning and maintain work schedules as per requirements     Management Skills: Takes immediate and independent action to resolve issues or problems when they arise Make sound decisions that reflect good judgment  Posses exceptional performance management abilities Able to collaborate, build relationships and work across the organization in a multisite matrix operations environment Able to plan for projects and initiatives by identifying risks and assumptions Posses execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning Education and Experience: Bachelor’s Degree or Equivalent Experience    6 - 7 years’ experience with 1-2 years of team management experience Call center/Chat operations experience is a plus  Competence in Risk and Control, ability to identify and mitigate emerging risks Familiarity and understanding of financial industry preferred Excellent communication skills (written, verbal and interpersonal) Extremely organized. Strong multitasking and time-management skills A demonstrated passion for learning and developing employees at all levels    Preferences: Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation  Must possess good analytical skills Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established Must possess procedure driven judgment in order to find the best solution to an issue Must be goal oriented    Preferred Personal Attributes: Must possess good verbal and written communication Highly motivated & self-driven Must possess good analytical skills & eye for detail Result orientated Customer orientated Analytical thinking      Shift of operations: • US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week.  ------------------------------------------------------ Job Family Group: Operations - Core ------------------------------------------------------ Job Family:Operations Support ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above.------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.   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 <a href="https://www.citigroup.com/citi/accessibility/application-accessibility.htm" target="_blank">Accessibility at Citi</a> . View Citi’s <a href="https://www.citigroup.com/global/eeo-aa-policy" target="_blank">EEO Policy Statement</a> and the <a href="https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf" target="_blank">Know Your Rights</a> poster. </body></html>

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