The Reengineering Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. Work affects an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.

Team Management :

  • Manages 2 teams (Quality and Training and Hepdesk).
  • Responsible for understanding the end-to-end customer experience and leveraging the tools available to provide insights on customers interactions with Citiphone. Will be on the front line of gathering customer info, transactional behaviors and quantitative and qualitative data, such as feedback from customer surveys to help drive and support strategic initiatives within Citiphone.
  • Responsible for development and implementation of certification process within the Unit.
  • Maintains processes and training manuals for the Unit.
  • Stay up to date on all product / business changes and ensures that this knowledge is channeled to team in timely basis.
  • Act as a liaison between the Business and the Call Center when it comes to Client Communication.
  • Maintaining knowledge of country-specific laws / regulations and ensuring staff adherence.
  • Develop and maintain training calendar for the Unit
  • Keeps track of all training requirements of all staff within the Unit.
  • Continuously improve our customers’ experiences and embed customer excellence orientation into the Department by achieving CEX targets.
  • Create dashboards and reports with strategic customer experience metrics to identify opportunities to improve Customer Experience and track the impact of key initiatives.
  • Deliver reporting and strategic insights through analysis to drive improvements to the Customer Experience.
  • Provide compelling recommendations that drive action through the effective use of data, customer insight analysis and presentation skills.
  • Prioritizes Reengineering opportunities and manage multiple simultaneous productivity optimization projects.
  • Partners with the Production Manager and Expenses and Control Manager to deliver best practice reengineering solutions resulting in call reduction and improvement of survey scores.
  • Contributes to budget planning by delivering reengineering projects to reduce the call volume and push interactions to Digital Channels and reduce repeated calls.
  • Evaluates CPO quality and implement Best in Class Customer approach to ensure an outstanding customer experience through coaching and training.
  • Works with Product on all new initiatives relating to Call Center and ensures staff readiness for new products / processes
  • Provide feedback to Unit Head on issues related to miss sell, breaking code of conduct or not abiding by the agreed process.
  • Certifies all individuals interacting with customers and sets a benchmark in place that allows for continuous process and product learning which would eventually lead to a higher FCR and NPS.
  • Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions.
  • Demonstrates a comprehensive understanding of Contact Center operations to contribute to achieving overall business goals.
  • Supports Contact Center Operations to deliver the Department targets.
  • Persuades and influences others through communication and diplomacy skills.
  • 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.

Customer delight :

  • Meet the targets of the section and ensure an outstanding Customer experience :
    • Meet and continuously improve Customer Satisfaction, First Call Resolution and Net Promoter Score Targets
    • Meet Quality score Targets
    • Reduce defects in the Department
  • Handle Customer escalations and ensure close looping is done on time.
  • Ensure excellence in knowledge of direct reports, TL and CPO  
  • Manage the real-time feedback process ensuring business problems are immediately highlighted by the Team and appropriate action is taken
  • Work closely with Contact Center Operations and Expense and Control sections to maintain Service Excellence
  • Follow up on open cases to ensure TAT is not breached
  • Suggest and implement process improvement to increase FCR through CPO empowerment

Expenses :

  • Maximize productivities, reduce cost per call in all areas by leveraging technology and economies of scale
  • Suggest and drive reengineering projects conducting to call reduction

Controls :

  • Ensure correct compliance controls are in place and fully utilized in accordance with local and international Corporate Audit


  • 5-8 years relevant experience
  • Related business experience required
  • Cards or Financial Service environment experience
  • Results driven individual who demonstrates the ability to achieve stretch target
  • Leadership skills needed to develop highly motivated team in fast-moving ‘customer facing’ environment
  • Enthusiastic & Self Motivated
  • Ability to provide 24 hour support necessitating flexible approach to working hours
  • Demonstrates clear and concise written and verbal communication
  • Demonstrated leadership, problem analysis and solving, and process improvement skills


  • Bachelor’s/University degree

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


Job Family Group:

Operations - Core


Job Family:

Operations Quality


Time Type:


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