Service Team Lead

Citi Australia
Sydney, Sydney
23 Aug 2018
25 Aug 2018
Job role
Primary Location: Australia,New South Wales,Sydney
Education: Bachelor's Degree
Job Function: Customer Service
Schedule: Full-time
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 18051316
CitiService Team Leader
Primary responsibilities include but not limited to ensuring that CitiService delivers leading service to Citi's institutional and FI banking clients. Stakeholder management, taking the lead on service projects and managing the escalations.
Key focus of the role is to ensure CitiService Officers are fully equipped and trained to respond to client queries efficiently & professionally. The CitiService team leader will also need to manage compliance related activities.
Responsible for the team achieving customer service objectives;
Accurate and timely logging of all client service interactions in Citi systems
Ensure adequate service coverage throughout operating hours of the team
Oversight of team in relation to management of pending investigations
Providing live monitoring of the team to meet all the service levels in respect to incoming calls
Identifying customer service trends and managing the business response times
Ensuring the team provides adequate Level 1 technical support for CitiDirect Online system.
Manage complaints and escalations are dealt with in a professional and timely manner
Other key aspects of the role:
Contribute to strategic plans and reviews; supporting regional initiatives and projects; supporting internal audits and reviews; recommending system improvements; implementing change and supporting UAT testing
Improving customer service quality results by reviewing, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results; effectively implementing changes
Determines customer service requirements by maintaining contact with customers; visiting clients; supporting voice of the client surveys; supporting RFP's; benchmarking best practices
Lead on performance management of all CitiService staff, providing training, coaching, & counselling; setting and communicating job expectations; planning, monitoring, appraising staff; ensuring compliance with Citi's policies and procedures
Taking the lead of system outages when they occur and following through on the reporting and escalations as required
Proven background in working within a large corporate environment
Banking experience with as sound knowledge of banking products and services and investigations
Excellent attention to detail and strong communication skills
Ability to work on multiple project and manage multiple business objectives
The ability to lead a team in a dynamic environment is important
Knowledge of SWIFT, RTGS, Direct Entry, Bpay and other payment types
Excellent communication skills
Solution driven
Sound time management skills
Ability to work well under pressure, work to deadlines, multitask
Excellent client service skills
Team player
When you work at Citi, you'll be working for an organization that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.
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