Citiphone Relationship and Complaints Head

  • Competitive
  • London, England, United Kingdom
  • Permanent, Full time
  • Citi
  • 19 Mar 19

Citiphone Relationship and Complaints Head

  • Primary Location: United Kingdom,England,London
  • Education: Bachelor's Degree
  • Job Function: Transaction Processing
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 18077681


Citiphone Relationship and Complaints Head

• Day to Day relationship management of the UK Citiphone Call Centre in Manila, technology and quality of service.
• Work with the Citiphone Operations Manager on site to manage and implement contact / call functions including staffing / capacity planning, training, Automated Call Distribution (ACD) technology, processes, Interactive Voice Response (IVR) systems, MIS, and all meet all Citi Policy and Control requirements.
• Proactively carry out business analysis of the service delivery function and drive performance improvement as an output of this work. This responsibility includes monitoring and acting upon daily MIS in relation to TSF, AHT, ESMS, NPS, TPIN activation/utilisation and communicating/escalating information through defined channels with an action plan to address including working with the WFM team to manage capacity and scheduling.
• Drive a culture of our front line teams managing customers' expectations and foster proactive Client Service and end to end ownership of inquiries/investigations to drive and achieve FCR and RSAT.
• Drive the performance of staff through: visible and impactful leadership, coaching, mentoring, development and succession planning, goal setting, reviews and appraisals.
• Drive "Always Teach Digital" Campaigns and opportunities to create call offload opportunities to reduce overall call volume and increase CBOL and MBOL utilisation.
• Interacting with all departments across Citi and its vendors to promptly resolve complaints and drive process improvements in a timely fashion, escalating where appropriate.
• Maintain a strong working relationship with the Financial Ombudsman Service on a daily basis on behalf of Citibank. Analyse Financial Ombudsman complaint escalations and trends to identify root causes for referral to the service.
• Working to ensure that the Complaints team:

- Delivers to customer needs, through the appropriate channel to deliver against agreed Regulatory and Citi policy KPI's.
- Creates opportunities to exploit synergies by sharing learning and skill sets across operational teams.

• Maintaining a strong compliance focus at all times ensuring the Banks reputation is protected and we are fully compliant in respect of our obligations to customers, the regulator and internal policies and controls, including TCF and maintaining an appropriate (remote) controls MCA framework, escalating and addressing issues identified as appropriate.
• Liaise with Citi Customer Experience colleagues to monitor NPS results, NPS related complaints to address accordingly.
• Ensure all training materials for Citiphone (Oracle) and the Complaints GLMS training is updated and reviewed annually by the appropriate wider teams such as and not limited to Compliance, Legal, Operations and Fraud.
• To communicate powerfully and effectively to support and maintain desired context within the area as measured by VOE, attrition and attendance levels.
• Create with the CBPS Operations the annual Agent and Team Leader Incentive Scorecard and variable compensation program including CBPS budget planning, invoice management wherever applicable.
• Support the Complaints Management Team to maximise operational efficiency, ensuring the appropriate level of planning exists to support the quality delivery (voice and written) to customers.
• Own and review annually to update the Complaint procedure, gaining the necessary business approvals.
• Through analysis report end to end complaints performance, trends and root causes within monthly governance working with colleagues across the business to address customer pain points and via change management to existing processes reduce pain points and complaint volumes.
• Be fully accountable for the bi -annual FCA Dispute reporting, overseeing the "maker / checker" process is adhered to and followed.
• Own and be responsible for the deletion of client complaint records in line with GDPR and Citi Records Management requirements within the complaints archive database Respond.

Development Value:

• Knowledge on a corporate.
• Customer interaction and management.
• Section management and contact / call centre experience.


Knowledge / Experience:

• Intermediate to senior level experience in a related role with commensurate people management experience.
• Strong customer service skills.
• Service Centre skills.
• Service Centre Technology (ACD,IVR,KMS, Firefly) and quality controls.
• Understanding of client set up/implementation.
• Citigroup Experience.
• Experience of managing third party relationships.


• People Management
• Ability to work independently and support decisions
• Telephone Technology.
• MIS Creation, analysis and reporting.
• MS Office.
• Native or proficient speaker in English.
• Presentation Skills.


• Ability to work in a pressured environment and multi-tasking is essential.
• Must be proactive and prepared to investigate issues off own initiative with the minimum of information.
• Excellent communication with the ability to interact at all levels.
• Self-motivated and demonstrates high level of initiative.
• Project management / business analyst experience would be beneficial.
• Represent the SCOO where applicable and dealing with seniors.

Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.

Valuing diversity:

Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.

Citi is an Equal Opportunities Employer