Citi Contact Centre Head in Vietnam

  • Primary Location: Vietnam

  • 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: 18002888



·Quality, Productivity, Transformation, In-bound Sales Leveraging, Customer Satisfaction and Compliance

·Manages call center operations & the support functions, including customer complaint / escalation handling and correspondence and chat unit

·Manages governance of key performance metrics of off-shore teams and functions

·Develops programs and action plans to meet service, sales, productivity, expense and digitization goals

·Recommends and implements the operations plans and objectives in line with the overall business plan

·Manages process re-engineering and ‘best practice’ success transfers in the assigned business groups to improve client satisfaction and productivity improvement

·Partner with product, decision management, digital banking, customer experience management to achieve business goals

·Proactively identifies weaknesses in areas related to required controls, policies and processes to ensure compliance with policies & procedures along with regulatory requirements

·Knows the external / internal customers and determines their needs through surveys and discussions

·Use customer satisfaction survey to drive improvements in the customer service delivery

·Maintains active and open lines of communication with business partners, peers and communication (related to policy, procedural or workflow alterations)

·Establishes and implements operating plans (12-18 months into future) especially digitization efforts to achieve business goals

·Effectively manages the processes to maintain control of the incidence of fraud and potential deterioration of financial results

·Leverages on technology to improve efficiency and productivity whilst at the same time maintains a controlled environment



·Bachelor’s Degree is required

·Senior financial professional with at least 7-10 years experience in a leadership role, preferably managing high-volume call centre

·Strong leadership, interpersonal and relationship-building skills are required

·Strategic and forward-looking in driving transformation / changes and system / process improvements

·Excellent analytical and organizational skills

·Candidate is expected to be a strong team player and work effectively in cross-organisation relationships

·Highly effective written and oral communication skills