Manages one larger Customer Service unit typically consisting of multiple teams of nonexempt staff performing related tasks;
Evaluates subordinates' performance and makes recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
Uses broad discretion to recommend new work procedures with broader scope of impact.
May contribute to the development of new customer service techniques, models and plans.
Addresses variable (occasionally complex) issues with substantial potential impact.
Applies in-depth understanding of policies as they apply to the department.
Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals.
Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
Directly impacts the area through shared responsibility for delivery of end results and contribution to planning, budget management and formulation of procedures; influences resource planning.
Persuades and influences others through strong communication and diplomacy skills; may negotiate with external parties.
Required Skills / Experience:
BS/BA degree or equivalent combination of education/experience
Intermediate to senior level experience in a related role with commensurate people management experience.
Back office and call center experience
Ability to work independently, as a member of a team, thinks critically and manages deadlines while multi-tasking.
Excellent oral and written communications skills.
Fluency in French and English would be an asset.
Citi Canada is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.
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