• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2018-09-24

Head - Regional CitiPhone Delivery

Head - Regional CitiPhone Delivery

  • Primary Location: Singapore
  • Education: Bachelor's Degree
  • Job Function: Operations Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 18019824


The Regional CitiPhone Delivery head will have responsibility for
  1. Driving  all the critical aspects of the day to day performance and service delivery for CitiPhone Asia Consumer including staffing, performance monitoring and active intervention where needed.
  2. Executing against the plan laid out for digital adoption while retaining voice interactions for complex processes and those which are advisory in nature.
  3. Meeting key goals like sales, TSF and expenses and working actively with business partners on effective change management to solve for better customer experience.
Candidate is fully accountable for end results on key financial and customer satisfaction metrics and will have to collaborate and must be able to influence senior leaders in the country as well as the region.

Key Roles and responsibilities
  • Responsible for ensuring appropriate staffing levels and meeting key metrics on TSF and NPS consistently across the region.
  • Actively drive initiatives to improve agent productivity across the region by benchmarking with best in class and drive countries towards that.
  • Responsible for meeting productivity and expense goals for the unit. The incumbent will have to achieve this by identifying and driving initiatives that materially impact call volumes and productivity.
  • Deliver a remarkable customer experience by ensuring high quality customer interaction which are more towards complex processes or advisory in nature.
  • Ensure that there is an effective change management process to solve for better customer experience as well as to ensure that there are no surprises and the team is adequately prepared.  
  • Ensure that processes are designed for First Contact Resolution.
  • Work with country CitiPhone Heads and GWFO capacity planning team to ensure country teams are adequately staffed to meet target service levels and deliver on other operational metrics as per defined goals
  • Drive engagement and participation of seniors across key work streams, programs and teams including developing, cascading and managing metrics to align seniors on priorities.
  • Support the regional CitiPhone Head in driving the service and sales delivery for Vision 2020, including ensuring an adequate communication, management and partnership with all key business stake holders.


The ideal Candidate would meet the following requirements: -
  • 10-15 years' experience of which at least 5 should be in a Consumer business role and include leading and executing impactful change programs.
  • Previous experience in call centre management would be an added advantage
  • Strong financial aptitude coupled with proven quantitative, analytical and strategic planning skills.
  • Track record of successful operations and execution capabilities with successful history leading organizational transformation and change management efforts with strong process and project management experience. Team work (Cross functional teams cutting across geography)
  • Understand the underlying drivers of operations and help the operations leadership team in reducing analog demand
  • Be accountable for end results along with Citiphone function head
Singapore Singapore Singapore SG