Citigroup Inc. Jacksonville , FL 32277
Collections Sr Supervisor
Directly lead a team of 20-25 associates to achieve individual and team performance goals.
Analyze daily performance indicators (i.e. availability) and communicate with employees, encouraging awareness and performance
Manage various performance and productivity objectives through the use of call management system, scheduling software, payroll, adherence and other systems
Provide leadership, guidance and feedback on individual performance using side-by-side coaching, call monitoring and customer
Create and foster a trusting and engaging work environment with a focus on employee retention
Ensure a culture of accountability, integrity and respect
Participate in various group projects and continuous quality improvement activities
Participate in recruitment activities as needed
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi's Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients' and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.
Education and Experience:
Direct line management experience in a call center or production environment preferred
Bachelor's Degree or equivalent experience
Familiarity and understanding of financial industry preferred
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
Strong analytical and problem-solving skills
Effective planning and organizational skills
Solid PC skills (Microsoft Office)
Project management experience preferred
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