+ Lead staff of 15 - 20 associates + Direct all activities in the department + Consistently reach business-defined performance indicators with urgency and commitment + Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost) + Conduct regular process reviews to identify improvements + Motivate employee performance and continuously develop talent though encouragement, feedback and coaching + Serve as a role model in a culture of accountability, integrity and respect + Promote an environment of open communication + In case of quality/navigation specialist role: + Review and maintain quality standards + Share regular feedback to agents/associates and also train and coach agents/associates + Ensure proper capacity planning and maintain work schedules as per requirements **Management Skills:** + Takes immediate and independent action to resolve issues or problems when they arise + Ability to make sound decisions that reflect good judgment + Exceptional performance management abilities + Ability to collaborate, build relationships and work across the organization in a multisite matrix operations environment + Ability to plan for projects and initiatives by identifying risks and assumptions + Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning + Ability to probe beyond symptoms to determine the underlying causes of problems **Education and Experience:** + Bachelor’s Degree or equivalent experience, advanced degree preferred + 10+ years experience with 3+ years of team management experience + Call center/Chat operations experience is a plus + Competence in Risk and Control, ability to identify and mitigate emerging risks + Familiarity and understanding of financial industry preferred + Excellent communication skills (written, verbal and interpersonal) + Extremely organized. Strong multitasking and time-management skills + A demonstrated passion for learning and developing employees at all levels **Preferences:** + Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation + Must possess good analytical skills + Dependable with proficient attention to detail + Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established + Must possess procedure driven judgment in order to find the best solution to an issue + Must be goal oriented **Preferred Personal Attributes:** * Highly motivated & self-driven • Result orientated • Customer orientated • Analytical thinking Shift of operations: • US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week ------------------------------------------------------ **Job Family Group:** Operations - Core ------------------------------------------------------ **Job Family:** Operations Support ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** . View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) . View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) . View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf) Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.