12 days old

CitiPhone - Transformation Manager

The Strategy Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. Work affects an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.


+ Lead projects across their lifecycle: identifying and structuring the problem, analyzing root causes, developing solutions, communicating project results, and getting buy-in for change

+ Identify opportunities for growth and optimization of businesses, including operational management, capital allocation, profitability enhancement, etc.

+ Perform deep dives on specific businesses to re-asses strategies and opportunities.

+ Work with businesses in the execution of improvement strategies, coordinating and taking active part in the implementation process.

+ Manage all aspects of client service, including planning, prioritizing and organizing projects.

+ Develop relationships with executives in business units, support functions and senior leadership.

+ Conduct in-depth research to support business strategies and identify trends across key business drivers.

+ Raise and present key findings to team leaders.

+ Exposure to Citi senior management.

+ Gain deep understanding of businesses around Citi.

+ Exposure to a variety of topics in a fast-paced environment with challenging, multi-faceted assignments.

+ Performs other duties and functions as assigned.

+ Leading a team of 20 staffs for digital management and non voice team.


+ Experience with people management.

+ 3-4 years relevant experience


+ Bachelors/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.

+ Work with cross functional departments to ensure CPO strategy is aligned.

+ Establish framework for productivity improvement, implement, track and provide recommendation to drive measurable and continuous improvements of call offload and initiatives. Closely monitor the performance after the launched of any new initiatives.

+ Ensure the capacity is being leveraged through sales and value-added services.

+ Find or introduce tools/ way to save expense and improve productivity.

+ Analyze MIS report on daily, weekly and monthly basis and also interpret the improvement by individual and team to achieve service indicators and understand the customers need and experiences.

+ Provide trend analysis of critical service indicators to define relevant actions needed to sustain service.

+ Assess impact of new processes or any changes that are correlated with productivity and performance.

+ Deal with higher management and Regional Productivity team on special assignments.


**Job Family Group:**

Business Strategy, Management & Administration


**Job Family:**

Strategy & Development


**Time Type:**

Full time


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. 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 the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.


Posted: 2022-05-13 Expires: 2022-06-12

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