Job description

Whether you’re at the start of your career or looking to discover your next adventure, your story begins here.  At Citi, you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks.  We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning.  You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism.

Shape your Career with Citi

Citibank serves as a trusted advisor to our retail, mortgage, small business and wealth management clients at every stage of their financial journey.  Through Citi's Access Account, Basic Banking, Citi Priority, Citigold and Citigold Private Client, we offer an array of products, services and digital capabilities to clients across the full spectrum of consumer banking needs worldwide. – to confirm with Gilbert for CSC

We’re currently looking for a high caliber professional to join our team as Officer, Service Experience Manager - Hybrid (Internal Job Title: Service Sr Supervisor - C11) based in Changi, Singapore.  Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• (Optional) We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life.

The Service Experience Manager for CitiPhone will be responsible for customer service experience within the CitiPhone contact center environment. This role focuses on optimizing customer journeys, improving service quality, and driving customer satisfaction and loyalty through innovative solutions and operational excellence. The ideal candidate will possess a deep understanding of customer service operations, call center technologies, and customer e0xperience best practices

In this role, you’re expected to:

• Customer Journey Mapping: Lead initiatives to map, analyze, and optimize customer journeys across all CitiPhone touchpoints, identifying pain points and opportunities for improvement.
• Service Quality Improvement: Establish and monitor key performance indicators (KPIs) related to customer satisfaction, service quality, and efficiency. Implement programs and training to consistently elevate service delivery.
• Innovation & Technology: Identify and evaluate new technologies, tools, and processes that can enhance the customer experience, such as AI-powered assistants, advanced IVR systems, and omnichannel support solutions.
• Team Collaboration: Work closely with operations, training, quality assurance, and technology teams to ensure seamless implementation of service experience initiatives.
• Feedback & Analysis: Establish mechanisms for gathering customer feedback (surveys, social media, direct input) and conduct thorough analysis to derive actionable insights.
• Reporting & Communication: Prepare regular reports on service experience performance, present findings and recommendations to senior management, and communicate progress to relevant stakeholders.
• Complaint Resolution: Oversee the effective resolution of complex customer complaints and escalations, transforming negative experiences into positive outcomes.
• Wealth Support: Provide strategic oversight and support for wealth management-related customer inquiries and service requirements within the Citiphone channel.
• RM/ARM Assistance: Collaborate with Relationship Managers (RMs) and Assistant Relationship Managers (ARMs) to streamline customer interactions, resolve complex issues, and ensure a cohesive client experience.
• Compliance & Risk Management: Ensure all service experience initiatives comply with regulatory requirements and internal risk management policies.

• 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 a successful candidate, you’d ideally have the following skills and exposure:

• Bachelor's/University degree or equivalent experience
• Minimum of 7-10 years of experience in customer service, contact center operations, or customer experience management, with at least 3-5 years in a leadership or managerial role.
• Proven track record of successfully designing and implementing customer experience strategies that resulted in measurable improvements in customer satisfaction and loyalty.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Demonstrated knowledge of contact center technologies and customer relationship management (CRM) systems.
• Problem-Solving: Strong aptitude for identifying issues, analyzing root causes, and developing effective solutions.
• Leadership: Ability to inspire, motivate, and guide cross-functional teams towards common goals.
• Data Analysis: Proficiency in using data analytics tools to measure and improve customer experience.
• Communication: Exceptional verbal and written communication skills.
• Customer Empathy: A genuine passion for understanding and meeting customer needs.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Mandarin Proficiency: Fluency in Mandarin (both written and spoken) to support a diverse customer base and specific regional requirements.

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei

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