MYS CTSM PG Customer Service Senoior Manager

Citibank - More jobs by this advertiser
MYS CTSM PG Customer Service Senoior Manager-18077330
  • Reporting to Penang CitiService CSSC Head, this position will directly manage the Offline/Email Customer Service and Cash Investigations under Penang CSC as part of Client Services under TTS Client Operations
  • This position will manage more than 50 FTEs supporting multiple countries in the region
  • Play a pivotal role in key regional initiatives like Digitization, RPA, Migrations, Enquiry (MTP) Reduction etc. to ensure we meet all the Must Win Battles for the region
  • Ability to partner with country service teams and Business/coverage partners at senior levels to ensure seamless end-to-end processing and customer satisfaction
  • Lead regional level projects to enhance client experience and service delivery
  • Responsible for People/resource management and allocation of work within the team
  • Provides direction to staff including distributing work, providing guidance and resolving problems within the unit supervised
  • Actively engage with Technology to discuss and prioritize technology support for Service
  • Responsible for identifying/resolving complex problems with significant department/client impact
  • Manage and contribute towards departmental requirement to adhere to regulatory and compliance requirements
  • Ensure the integrity, reliability and recoverability of operations including robust continuity of business plans and operational audits
  • Ensure a pristine control environment as measured by self-assessment results, Internal Audits, and external audit results, COB, and ops losses
  • Keeps abreast of the organization’s operational processes and best practices in business strategy, and recommend business solutions to internal clients

  • Demonstrated strengths in (a) Client handling (External customers) (b) driving results (c) managing risk (d) innovation (e) leading people (f) fostering collaboration/teamwork (g) ethical standards
  • Senior manager with at least 12 years of banking experience of which at least 6 years of client facing experience in customer service at country or CSC level
  • Demonstrated strength in people management and team building
  • Strong execution skills in a multi tasking mode
  • Ability to partner with country service and coverage partners at senior levels to ensure seamless end-to-end processing and customer satisfaction
  • Excellent communication and interface skills
  • Ability to operate in diverse environments and cultures

3 February 2019
Location: Malaysia Formosa George Town
Work type:
Full time
Banking and Financial Services
Customer Service
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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