5 days old

Contact Center Voice Recording Service Lead

(Please refer Additional Job Description section for specific details of the job)

The Infrastructure Group Manager is a senior management-level position responsible for managing and guiding a team that ensures efficient and effective Citi infrastructure in coordination with the Technology Team. The overall objective of this role is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.


+ Develop strategies to meet business strategy goals and demonstrate in-depth understanding of how Technology Infrastructure integrates within the overall technology function to achieve objectives

+ Lead and motivate a team, conducting managerial responsibilities such as performance evaluation and management, employee selection, compensation, budget management and resource planning

+ Resolve issues that have impact beyond own area and apply in-depth understanding of concepts and procedures within own area and basic knowledge of other areas

+ Provide services by using insights from stakeholder/partner relationships, actively seeking information to understand issues, expectations and needs

+ Ensure essential procedures are followed and contributes to defining standards and recommend reengineering efforts for continuous improvement

+ Provide evaluative judgment based on analysis of information in complicated, unique and dynamic situations, drawing on diverse range of internal and external sources

+ Persuade and influence others through communication and diplomacy skills and negotiate with external parties as needed

+ 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.


+ 10+ years of experience in a technology infrastructure role with experience in people and project management and selected infrastructure technologies

+ Experience in financial services or large complex and/or global environment preferred

+ Consistently demonstrate clear and concise written and verbal communication with ability to communicate technical concepts to a non-technical audience

+ Proven ability to develop projects required for design of metrics, analytical tools, benchmarking activities and identification of best practices

+ Proven analytical, diagnostic and multitasking skills with focus on execution and attention to detail

+ Demonstrated ability to both work independently and partner with virtual teams in a high-pressure matrix environment

+ Demonstrated ability to take ownership of various parts of a project/initiative with tight deadlines or unexpected changes in expectation/ requirements


+ Bachelor's degree/University degree or equivalent experience

+ Master's degree preferred

The Contact Center Voice Recording Service Lead will be accountable for the entire lifecycle of Contact Center Telephony Voice Recording within the company, including keeping up with industry trends and planning for the future of the service. The person will have significant oversight over strategic planning, headcount, productivity and investment.

The candidate will have management responsibilities for teams of Voice engineers who build and operate Citis Contact Center Voice Recording systems globally. These systems support Contact Center services, primarily for purposes of recording Customer Service and Collections agents handling Consumer Banking, Cards and Retail customers. The candidate is expected to be a proven team leader and have demonstrated to have managed critical operational services and be able to deliver against deadlines. Due to the nature of the work involved in the role, it is essential that the candidate has an excellent grasp of Voice infrastructure, in particular Contact Center Voice Recording, and knows how to implement engineered solutions for use within a large-scale organisation. The person should have deep understanding of Citi businesses, ideally with experience in participating in divestitures/acquisitions and country regulations.

The role requires frequent interaction and presentations with Technology Leads and Business Technology Managers. Close interaction with Consumer, Citiphone and Collections businesses will be a key part of this role. Understanding and addressing business and in-country regulations pertaining to voice recording will be an important responsibility. The candidate needs to exhibit self-assuredness, be confident and be able to articulate themselves well. They need to be able to get across their message without conflict and able to persuade without appearing to be overbearing.

This role will have direct responsibilities for:

+ Developing current and future strategies for Contact Center Voice Recording for Citi, working with the Business and Engineering

+ Working in tandem with Consumer, Citiphone and Collections to handle their recording requirements plus collaborating on in-country regulatory requirement as it relates to voice recording

+ Working with the business on joint/multi-party improvement programs; leverage business technology OPPM process for system upgrades

+ Liaising with the business on acquisitions and divestitures; handling technology responsibilities related to divestitures and terms of sale agreements

+ Handling Internal and External Audit requirements and complying with regulations relevant to Voice Recording

+ Drive migration from on-premise solution to Cloud SaaS solutions, reducing/retiring on-premise infrastructure

The role will have management responsibilities over the teams managing Contact Center Voice Recording systems and will be accountable for the following:

+ Provide day-to-day support of systems including Incident, Problem, Change, Capacity management

+ Operate production platforms with high service uptime, proactively observe key performance indicators

+ Address user issues and system outages in a timely manner, eliminate or minimize chronic issues

+ Process Control Manuals, Continuity of Business, Risk & Control, Information Security and Audit requirements

+ Take timely remedial actions for Vulnerabilities & Threats and End-of-Vendor Support

+ Build systems that are rich in functionality, highly reliable, secure against threats and uses Citi certified building blocks

+ Budget for system upgrades and application replacements, deliver projects to schedule and within forecasts

+ Adopt agile methodologies for Build to continuously improve time to market for products and services

+ Be committed to Citis Virtualization, Cloud and Service Transformation strategies

+ Drive automation of repetitive tasks and complex activities to reduce manual effort and minimize human errors

+ Establish relationships with businesses utilizing Contact Center Voice Recording, keeping the business needs at the forefront of the service

+ Maintain oversight over vendor service & third-party risk management requirements of the service

+ Establish close working relationship with peers responsible for Telephony, Voice Transport, Data Transport and applications that integrate with recording

+ Establish partnerships with teams providing/receiving upstream and downstream services like Engineering, Site Support, L2, SBC and SIP

**People Management Responsibilities:**

+ 1-1 meetings, team meetings, feedback, appraisals; coaching, counselling, and disciplining employees

+ Developing, coordinating, and enforcing Citi policies, procedures and standards

+ Task and resource planning, monitoring staff performance, timely intervention and remediation

+ Ensuring committed objectives are accomplished by the team by clearly communicating expectations


**Job Family Group:**



**Job Family:**



**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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