The Service Group Manager is a senior level management position responsible for managing multiple teams through subordinate mangers and their teams, in coordination with the Service team. The overall objective of this role is to oversee the end results of an area including budget, resources, policy formulation and planning. This role will have responsibility for our Jacksonville, FL CoBrands Credit Card Customer Service Operations, consisting of approximately 500 FTE.

Responsibilities:

• Engage in higher level strategic planning with senior directors, and contribute to short to medium-term planning of actions and resources
• Resolve complex and varied issues, by applying a comprehensive understanding of concepts and procedures within own area
• Evaluate staff performance and make recommendations for pay increases, hiring, terminations and other personnel actions
• Ensure high quality and high volume productivity, and drive organizational change through process improvement, eliminating friction points
• Collaborate, build relationships, and work across the organization in a multi-site matrix operations environment
• Build an effective team through hiring exceptional candidates, coaching, collaboration and motivation of staff
• Establish and execute realistic action steps and timelines
• 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:

• 10+ years of experience in a related role
• Operations leadership in a complex, multi-site environment required
• Lean and / or Six Sigma experience preferred
• Financial Services experience preferred
• Demonstrated leadership of large groups of people
• Ability to form and leverage cross-functional relationships to achieve business objectives
• Proven advocate of transformational change and ability to act as a change agent
• Consistently demonstrates clear and concise written and verbal communication
• Demonstrated ability to remain unbiased in a diverse working environment

Education:

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

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US

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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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