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ROHQ GWFO Command Center Workforce Cap Senior Manager

Citi
Manila
30 days ago: Citi

Job Description

Description

 

Global Consumer Operations Strategy provides critical Analytics and Reporting, Workforce Management and Transformation leadership to all Lines of Business and Regions within Citi’s Global Consumer Bank. The Global Strategy team drives value for our partners in Operations by delivering proactive analytics on customer behavior in our servicing channels, identifying transformational opportunities and ensuring operations efficiently meets customer service commitments.

The Command Center Sr. Manager is responsible for setting and driving strategy through the management of the Command Center.  Responsible for managing one or more teams of real time monitoring analysts supporting multiple businesses within Consumer Operations and fosters a positive working environment to develop a cohesive team atmosphere. Participates in senior management meetings and acts as seasoned professional in own area of workforce management. Assumes shared responsibility for budgets and planning. Applies in-depth disciplinary knowledge of concepts and procedures within own area, as well as a working understanding of other Workforce Management areas, to resolve complicated and unique issues. Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals. Directly impacts the area through shared responsibility for delivery of end results and contribution to planning, budget management and formulation of procedures; influences resource planning. Persuades and influences others through strong communication and diplomacy skills and may negotiate with external parties. Builds and manages relationships with key business partners to execute strategy and deliver results.

The role supports the on-going development of Citi’s global contact channels to include; inbound and outbound calls, back office, traditional correspondence, and all digital channels (e.g. email, chat, and social media). Recommends and implements process improvements to continually increase team / department performance. Maintains appropriate staffing requirements to meet operational needs. Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions. Responsible for coaching and developing lower level professionals within the Command Center.

Qualifications

 
  • Current and / or previous management experience within Workforce Management or Operations preferred
  • Ability to meet deadlines, manage multiple tasks and work independently; strong organizational skills
  • Strong Microsoft Suite skills, database applications, analytical thinking and ability to learn new technical applications quickly
  • Professional demeanor, detail oriented, strong written and verbal communication skills and ability to conceptualize complex business situations
  • BA/BS in related field or 5 - 10 years of related experience; WFM experience, including understanding of Citi products, major functionality and drivers of the business
  • Exceptional analytical and problem solving skills; organized management of work and workload to meet specified timelines
  • Professional attitude in working with all levels within the organization; especially adept at managing relationships with Operations Sr. Management
  • Proven expertise in resource and financial planning and analysis based on variance results; Project management skills required
  • Knowledge of Call Management Systems (CMS) and automated scheduling software (Aspect eWFM)
   


Description   Global Consumer Operations Strategy provides critical Analytics and Reporting, Workforce Management and Transformation leadership to all Lines of Business and Regions within Citi’s Global Consumer Bank. The Global Strategy team drives value for our partners in Operations by delivering proactive analytics on customer behavior in our servicing channels, identifying transformational opportunities and ensuring operations efficiently meets customer service commitments. The Command Center Sr. Manager is responsible for setting and driving strategy through the management of the Command Center.  Responsible for managing one or more teams of real time monitoring analysts supporting multiple businesses within Consumer Operations and fosters a...