The Institutional Customer Service Manager is an intermediate management-level position responsible for providing full leadership and direction of a team to provide client resolution and support in coordination with the Customer Service team. The overall objective of this role is to ensure the seamless delivery of customer service support to external clients.

Responsibilities:

• Manage Customer Service unit typically consisting of multiple teams of non-exempt staff performing related tasks (e.g., customer service, training, business planning and analysis)
• Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
• Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own area
• Provide solutions and influence decisions with potential for broader organizational impact
• Contribute to the development of new customer service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact
• Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels
• Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact
• Lead or support special projects and/or task forces and negotiate with external parties, as needed
• Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 5-8 years of previous experience in call center management preferred
• Previous experience in financial services preferred
• Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision
• Demonstrated ability to lead teams to deliver results
• Ability foster a work environment of coaching, feedback and open communication
• Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction
• Demonstrated organizational and problem-solving skills
• Able to work successfully in a high-pressure environment and closely with peer group

Education:

• Bachelor's degree/University degree or equivalent experience

IPB US Customer Care Manager will be leading the IPB US Client Research Team, IPB US Estates Team, and IPB US Sales Support Team.

Main Responsibilities:

• Responsible for the handling of all investigations related to IPB US. events are forwarded to this group thru an Eclipse RSM event, email, weekly meetings, and any escalations protocols established. The Client Research unit is responsible for investigating these requests and for providing a final answer within specific time frames (service standards).
• The Sales Support Unit is responsible for resolving the escalation and providing a final answer within the specific time frames (service standard). This group will also report to the IPB US Customer Care Manager.
• IPB US Estates Team serves the beneficiaries of our deceased clients to obtain their funds thru the proper legal and country statues.
• Provide different areas with the complete information so they can execute root-cause analysis for major breakages.
• Responsibilities, among others, are to ensure high quality service to customer/countries by meeting and exceeding expectations. Ensure the accurate and timely reporting to management of daily and month metrics. This unit will acts as a liaison between the countries and the other units of the business. It is the first point of FA/Brokers and Principals’ contact/escalation with regards to banking service investigations.
• Responsible for Client Engagement Specialist
• Manage Interactions and communications between IPB US Operations and the different North America (New York, Miami, San Francisco, Houston, and Puerto Rico) and LATAM countries distribution channels.
• The IPB US Customer Care Manager will keep necessary groups informed about processes, products, policies, and systems required to perform their jobs.
• Ensure incoming requests from all IPB US North America Sales Groups and IPB In Country Sales distribution channels are prioritized, escalated and managed according to established policies and procedures. Ensure all exceptions follow established regulatory and business guidelines.
• Provide continuous information support on IPB US products and services, status on inquiries, Operational procedures, Compliance AML, Account Opening, etc.
• Drive process improvements initiatives aimed at reducing operational errors, improve resolution time and improve overall customer satisfaction.
• Identify trends and organize training to improve the interaction and knowledge of the different sales teams in the U.S. branches and countries.
• General coordination of daily Client Research Unit operations\workflows, IPB US Sales Support pipeline and IPB US Estates pipeline. Ensure timely resolution of all cases assigned for all 3 groups.
• Participate with projects in line with the business objectives and for IPB US Client Research Specialists, IPB US Sales Support and IPB US Estates team as needed by the business.
• Maintain open lines of communication between IPB US Operations, IPB US Client Services and IPB US Sales. Keep these areas informed of the processes, products, policies, and systems required to sustain the IPB/CI/GEB business. Identify and provide required training. Provide system support when required.
• Provide continuous communications support on IPB/CI/GEB products and services, status on inquiries, IPB US Operational procedures, Compliance AML, Account Opening and ensure the most current information is disseminated across all countries and US Sales offices as applicable.

Qualifications:

• BS/BA degree or degree in Computer Science, Information Technology, Decision Sciences, or equivalent combination of education/experience and MBA or MSF
• Excellent communication and writing skills
• Excellent influencing skills
• Excellent time management skills
• Able to work with tight deadlines
• Excellent execution skills
• Ability to work under minimum supervision
• Ability to work in team environment
• Bilingual preferred - Spanish and English
• Working knowledge of business statistics (business graphics, senior management reporting)
• Working knowledge of application design and workflow systems
• Ability to use Microsoft Office Suite (Excel, Word, Access, PowerPoint)

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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