MYS CTSM PG Customer Service Senoior Manager

Citibank - More jobs by this advertiser
MYS CTSM PG Customer Service Senoior Manager-18077330
Description
 
  • 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

Qualifications
 
  • 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
  



22 December 2018
Location: Malaysia Formosa George Town
Work type:
Full time
Sector:
Banking and Financial Services
Profession:
Customer Service
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

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