• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 21 Nov 17

Head of Customer Service Operations

Head of Customer Service Operations

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Operations Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 17068756


Description

  • Citibank's inbound customer service, CitiPhone, operates across 16 markets in Asia from multiple locations. The Regional CitiPhone team, based in Singapore, supports all locations from both strategic and operational perspectives
Role Responsibilities:
  • Oversees the customer servicing operations across all 16 markets in Asia, with full responsibility for service KPIs
  • Deliver a remarkable customer experience by ensuring customer interaction processes and infrastructure are robust and a solid governance process exists for any changes to any critical processes, procedures, systems and reporting
  • Ensure that processes are designed for FCR, through the use of the appropriate entitlements and escalation processes are built in where required
  • Work with country CitiPhone Heads and GWFO capacity planning team to ensure country teams are adequately staffed to meet target service levels and deliver on other operational metrics as per defined goals
  • Monitor country performance on a daily basis, with the objective of delivering a consistently high quality customer experience
  • Track issues and incidents that lead to poor service levels and escalate as required, to ensure adequate attention to resolution and prevention of such issues or incidents. This includes addressing drivers of contact rate, for eg repeat calls, unplanned incidents (tech and non-tech)
  • Monitor trends in agent productivity across each country and work with CPHs to continually improve these, in order to deliver better customer experience and reduction in operational expenses
  • Lead efforts on call optimization/ avoidance, streamlining of agent activities, reduced reliance on outbound/offline activity and overall improvement in agent utilization through ongoing projects at country and region level
  • Act as liaison for all hiring within the CitiPhone team across the region, in partnership with recruitment teams at region and country level. Coordinate the approval process and escalate concerns in a timely manner
  • Keep global/regional/country seniors and stakeholders informed of significant impacts to service level and act as the single point of ownership for getting these resolved
  • Support digitization efforts by deploying the right procedures and training and ensuring that resultant impacts to capacity are anticipated and tracked


Qualifications

  • Have the ability to manage stakeholder expectations
  • Have the ability to push back and create alternate solutions
  • Effective prioritization skills involving multiple key stakeholders
  • Knowledge of Project Management
  • Ability to manage and track deliverables from a number of stakeholders and escalate when required
  • Excellent oral and written communication skills
  • Total of  10 - 15 years of Operations, Customer Experience Management or Project Management experience
  • Thorough understanding of Citibank products
  • Relevant tertiary qualifications
  • Ability to proactively engage with key stakeholders to identify information required to perform in the role
  • Ability to work in a fast paced changing environment with multiple tasks
  • Attention to detail and the ability to prioritize work to ensure delivery to deadlines