Projects and Technology Lead

• Lead the call center in digital initiatives including phone systems (IVR) as well as process simplification projects to achieve the digital goals and call volume offload goals
• Lead the team in new technology projects including testing, rollout, incident management and follow-up
• Assist Customer Service Head in providing effective and efficient service to ensure meet TSF target and sales, where applicable, to ensure customer satisfaction thru ensuring systems and infrastructure management
• Lead, motivate, support and develop a team of Officers to achieve the performance goals of the team and call center.
• Work with Call Center management team in communicating and managing day-to-day issues in the Call Center and liaising with customers and clients, where appropriate.
• Handle customer complaints and implement positive actions to resolve conflict to maintain the relationship and goodwill of the customer.
• Adapt to changing service requirements and keep all team members informed of change in policy, procedure, product and the servicing of campaign
• Coach, train and develop team members to effectively align team capabilities with current and future business needs.
• Proactively manage manpower staffing and resources to minimize any adverse impact to the business and ensuring compliance with bank policies and procedures.
• Recommend new work procedures and contribute to the development of new customer service techniques, models, and plans
• 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 well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.