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Urgent! AVP – Affluent Segment Lead – Contact Center Job Opening In Singapore, Singapore – Now Hiring Citigroup
The AVP – Affluent Segment Lead – Contact Center is a management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities.
The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.
**Responsibilities:**
+ To ensure best-in-class client experience provided, managing key performance indicators including RSAT, FCR, TSF, Call volume, Sales Referral, and Productivity to meet business expectation.
+ Resolve issues that include uncommon and complex situations with significant organizational impact.
Handling of escalated client complaint and to provide resolution across relevant departments, and liaison with FIDReC local regulator on disputed cases when needed.
+ Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.
Drive organizational change through innovation and process improvement, eliminating friction points for team.
+ Develop leaders by providing guidance and mentorship in conjunction with succession planning.
Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities
+ Recommend new work procedures and contribute to the development of new customer service techniques, models and plans.
High adaptability in GenAI enablement initiatives, participation in requirement discussion, function testing, assistance to agent usage, etc.
+ Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
+ Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
+ Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
**Qualifications:**
+ 5-8 years of relevant experience
+ Intermediate to senior level experience in a related role with people management experience
+ Call Center management experience, preferred
+ Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
+ Proficient project management skills
+ Effective written and verbal communication and presentation skills
+ Influencing and relationship management skills
+ Language proficiency in English and Mandarin to work with Mandarin speaking customers, internal and external stakeholders.
**Education:**
+ Bachelor's/University degree or equivalent experience
This job description provides a high-level review of the types of work performed.
Other job-related duties may be assigned as required.
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**Job Family Group:**
Customer Service
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**Job Family:**
Service
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**Time Type:**
Full time
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**Most Relevant Skills**
Please see the requirements listed above.
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**Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
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_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._
_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 Citi’s_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)_ _poster._
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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Unlock Your AVP Affluent Potential: Insight & Career Growth Guide
Real-time AVP Affluent Jobs Trends in Singapore, Singapore (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for AVP Affluent in Singapore, Singapore using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 1059 jobs in Singapore and 1022 jobs in Singapore. This comprehensive analysis highlights market share and opportunities for professionals in AVP Affluent roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Citigroup is currently hiring and seeking a AVP – Affluent Segment Lead – Contact Center to join their team. Feel free to download the job details.
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An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Citigroup adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a AVP – Affluent Segment Lead – Contact Center Jobs Singapore varies, but the pay scale is rated "Standard" in Singapore. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for AVP – Affluent Segment Lead – Contact Center typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Before the Interview:To prepare for your AVP – Affluent Segment Lead – Contact Center interview at Citigroup, research the company, understand the job requirements, and practice common interview questions.
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