Ops Sup Team Lead – C09

Description:

The Ops Sup Team Lead is an entry-level management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations – Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes

Responsibilities:

• Drive unit level projects
• Direct all activities in the department
• Consistently reach business-defined performance indicators with urgency and commitment
• Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)
• Conduct regular process reviews to identify improvements
• Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
• Serve as a role model in a culture of accountability, integrity and respect
• Promote an environment of open communication
• In case of quality/navigation specialist role:
  • Review and maintain quality standards
  • Share regular feedback to agents/associates and also train and coach agents/associates
  • Ensure proper capacity planning and maintain work schedules as per requirements

Qualifications:

• 5 – 6 relevant experience preferred (combination of education/experience)
• Proficient in Microsoft Office
• Proactive leadership and motivational skills
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• Bachelor’s degree/University degree or equivalent experience

Preferred Personal attributes

• Highly motivated & self-driven
  • Result orientated
  • Customer orientated
  • Analytical thinking
  Shift of operations:
  • US Day/India Night – Rotating shift with work on Saturday/Sundays. 5 day work week.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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:

Operations – Core

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Job Family:

Operations Support

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Time Type:

Full time

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