• Competitive
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • Citi Australia
  • 2018-06-22

Head of Citiphone

Head of Citiphone

  • Primary Location: Australia,New South Wales,Sydney
  • Education: Associate's Degree/College Diploma
  • Job Function: Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 18023534


Description

The Australian Head of Citiphone is a senior leadership position that is responsible for delivering consistent and well embedded practices across our Citibank and Partnership  portfolios.

The position will need to envision the end to end customer servicing needs (on phone/ digital channels) across the life cycle and drive strategies and executions plan to fulfill these needs by leveraging new-age digital and data. The role will require an individual who can balance the needs of supporting day to day operations, identify and delivery transformative strategies and position the team to provide exceptional customer experience through a digital servicing  model. The position is responsible for managing a workforce of 95 onshore and 496 offshore located across 3 centers in Rhodes, Manila and Mumbai.

Key accountabilities will include:
  • Drive the business digitization agenda of the call centre through a thorough understanding of customer contact rates; work in partnership with multiple stakeholders to eliminate the pain points  and introduce relevant infrastructure and tools that drives digital customer engagement levels
  • Use data and analytics to drive transformation in customer service experiences
  • Forge a collaborative partnership with other Operations Functional leaders to ensure a consistent approach to people, process, technology and customer experience
  • Collaborate with regional and country level leaders to achieve business goals
  • Provide oversight for the controls and business performance related to call center delivery
  • Serve as an advocate for promoting best-in-class, consistent client treatment
  • Work with country and regional leaders to implement common scorecards around people and clients. Monitors and reports on client satisfaction indicators
  • Accountable for the leverage of technology, process and human capital.
  • Keeps abreast of competitive landscape. Is considered a subject matter expert in the field of call center operations management
  • Researches and Identifies emerging technology that will assist in transforming call center in responding to evolving client expectations


Qualifications

The idea candidate will ideally have:
  • Bachelor's degree in Business/ Commerce or similar discipline
  • 15 years + Business/Operational experience
  • Strong understanding of business procedures and call center management
  • Excellent/proven customer service experience working in large scale service centers
  • Experience in digital transformation in large scale operations
  • Experience in data and analytics driven decision management
  • Experience in dealing with stakeholders at senior levels
  • Effective people management skills with a proven track record of effective delegation, motivation, and employee and customer satisfaction
  • Exemplary thought leadership skills, able to build and lead strategic initiatives
  • Complete Operational or Business ownership in rapidly changing functional areas at large organizations with demonstrated cross-channel and digital experience
  • Detailed understanding of key drivers of financial results and impact to customers
  • Ability to navigate through the regional framework, handle conflicting priorities and goals
  • Ability to balance multiple demands and work both independently and as part of a team to develop solutions
  • Professional maturity in dealing with all levels of management and staff
  • Ability to understand customer needs and manage expectations
  • Ability to adapt to a rapidly changing environment
When you work at Citi, you'll be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.

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