Las Vegas/The Lakes - Customer Service Manager 2

Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing 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, and wealth management. Additional information may be found at www.citigroup.com or www.citi.com Citi Inc. and its subsidiaries ("Citi") are equal opportunity employers M/F/D/V and do not discriminate on the basis of any legally protected status or characteristic.Customer Service Manager 2 Lead between 5-10 Unit Managers and a staff of 100-200 associates Direct all Sales and Service activities in the department Consistently reach aggressive business-defined performance indicators with urgency and commitment Focus on service quality and customer satisfaction Motivate employee performance and continuously develop talent though encouragement, feedback and coaching Serve as a role model in a culture of accountability, integrity and respect Promote an environment of open communication Participate in recruitment for the department and ensure retention of quality employees Lead various project teams and critically evaluate current processes for improvement Responsible for achieving and monitoring aggressive sales targets, while meeting or exceeding customer expectations   Education and Experience: Call center or production management experience Senior management experience preferred Bachelors Degree or equivalent experience, advanced Degree preferred  Familiarity and understanding of financial industry preferred Sales management experience preferred (Relevant to customer service sales management positions only)   Management Skills: Ability to make sound decisions that reflect good judgment Exceptional performance management abilities Ability to collaborate, build relationships and work across the organization in a multi-site matri operations environment Demonstrated success driving organizational change with a track record of innovation Exceptional influencing skills that inspire action without full reliance on authority Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines   Technical Skills: Experience in complex financial analysis and ability to infer relevant business applications Ability to plan for projects and initiatives by identifying risks and assumptions Strategic thinking skills and a focus on bottom-line results  Strong PC skills (Microsoft Office) Project management experience preferred   Other: Excellent oral and written communication skills Ability to work effectively in the face of ambiguity, shifting priorities and multiple deadlines Experience in interviewing Travel up to 25% of the time