AVP, Institutional Customer Service Manager
Core
Lead a team of customer service staff to provide client resolution and support for institutional clients, ensuring seamless service delivery and high satisfaction.
Role type
Intermediate management-level Institutional Customer Service Manager
Builds
Customer service support and resolution for institutional clients
Domain
Financial services / Institutional banking
Required skills
Team leadership, performance evaluation, budget and resource planning, policy and procedure knowledge, process improvement, risk assessment, compliance, client satisfaction management
Preferred skills
Call center management experience, financial services experience, self-reliance, ability to lead teams, organizational and problem-solving skills (via careerplan.io/jobs/859037898047-avp-institutional-customer-service-manager-at-citi)
Technologies
N/A
Responsibilities
Manage Customer Service unit consisting of multiple teams; Evaluate employee performance and provide recommendations for pay, promotions, and terminations; Ensure team task/service quality by applying in-depth disciplinary knowledge of policies; Provide solutions and influence decisions with potential for broader organizational impact; Contribute to the development of new customer service techniques and process enhancements; Conduct periodic service reviews and develop action plans; Lead or support special projects and negotiate with external parties; Appropriately assess risk and drive compliance with laws and regulations
Seniority
Intermediate management