Customer Relations Manager recruitment
Citibank brings the strength and expertise of one of the world's largest financial services companies to personal customers in more than 100 countries and 200 cities. By combining local expertise with the strength of Citibank's worldwide consumer banking network, we are able to offer some of the world's leading financial services products.
We are currently seeking an Operations Manager- Customer Relations. This is a key customer and stakeholder facing role that is responsible for managing and developing the delivery of service to customers. This role is accountable for executing strategic initiatives and ensuring smooth workflow management of all customer complaints and issues. Working with the senior management team, the position also contributes to the development and implementation of organizational strategies, policies and practices.
Some of the Key accountabilities are:
- To provide strategic support to senior management and drive initiatives
- To analyse trends and develop strategies capable of managing the threats and opportunities to increase the effectiveness and efficiency of operations.
- Manage and play a significant role in long-term planning, including initiatives geared toward operational excellence.
- Play a significant role in long-term planning, capacity planning including an initiative geared toward operational excellence.
- Daily management of all aspects of the Customer Relations Unit - ensuring customer complaints are answered within SLA’s
- Undertake on-going reviews of workflow processes and implement strategies to ensure the complaints are managed
- Identify and drive opportunities for process improvement
Desired Qualifications/ Skills
- Strong Knowledge of EDR (External dispute resolution) schemes (FOS/FICS/Privacy/VCAT/ASIC/Fair Trading
- Extensive management/ leadership capability within a customer oriented environment that operates under pressure
- Ability to motivate staff to deliver service excellence and interact effectively with peers seniors, and all levels of staff
- Very strong and proven planning organising skills.
- Motivated to genuinely drive customer service excellence
No contribution goes unnoticed here, so you'll be rewarded with a network of global contacts and the skills and experience to grow your career. Remember, with our world of opportunity, you should never settle for anything less than exactly what you want. To apply please follow the online links. To see what other career opportunities we have available right now, please visit our website www.citi.com.au/careers.