Customer Service Senior Supervisor

The company operates through two segments, Global Consumer Banking (GCB) and Institutional Clients Group (ICG). The GCB segment offers traditional banking services to retail customers through retail banking, commercial banking, Citi-branded cards, and Citi retail services. The ICG segment offers various banking, and financial products and services to corporate, institutional, public sector, and high-net-worth clients.

Supervises a medium team (typically up to 25). Independently deals with variable issues with potentially broader business impact. Evaluates subordinates' performance and makes decisions for staffing, pay increases, promotions, terminations, staffing, etc.

Uses discretion to recommend and execute new work procedures for team. Influences decisions through advice, counsel, facilitating services to others or through joint accountability for volume, quality and timeliness of end results. Applies in-depth knowledge of team objectives and good understanding of how team integrates with other areas. Applies good understanding of procedures and concepts within own area and a basic knowledge of how own area integrates with other areas. Makes evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents. Ensures the quality of tasks provided by self and others on team. Impacts the team and closely related work teams by influencing decisions through advice or facilitating services; accountable for end results. Developed communication to exchanges ideas and potentially complex/sensitive information. May act as backup for manager.

**Management Skills:** * Proven ability to make sound business decisions * Strong performance management abilities * Solid leadership skills and ability to direct and motivate staff with integrity and ethics * Interpersonal skills and ability to work well in a team environment collaborating across diverse groups * Experience in creating and implementing processes that result in improved business performance * Ability to present a compelling case for ideas and initiatives through listening and articulating a convincing point of view * Superior execution skills with a focus on clear, realistic action steps and timelines **Technical Skills:** * Strong analytical and problem-solving skills * Effective planning and organizational skills * Solid PC skills (Microsoft Office) * Project management experience preferred **Other:** * BS/BA degree or equivalent combination of education/experience * Strong verbal and written communication skills * Continuous pattern of professional development and learning * Ability to work effectively in the face of ambiguity, shifting priorities and multiple deadlines * Experience in interviewing preferred