Continuous Process Improvement Vp

The Service Sr. Manager is a senior management level position responsible for accomplishing results through the management of Customer Service teams that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.**Responsibilities**:- Manage one or more teams in the Customer Service function; division is based on line of business or product and span of control- Resolve issues that include uncommon and complex situations with significant organizational impact- Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.- Develop leaders by providing guidance and mentorship in conjunction with succession planning- Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities- Recommend new work procedures and contribute to the development of new customer service techniques, models and plans- Drive organizational change through innovation and process improvement, eliminating friction points for team- Achieve team performance excellence to ensure high quality and high volume productivity**Qualifications**:- 6-10 years of related experience in senior level role with commensurate people management experience- Working knowledge of Design Thinking, Lean and Agile- Proficient project management skills- Effective written and verbal communication skills- Influencing and relationship management skills**Education**:- Bachelor's/University degree, Master's degree preferredThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.The Continuous Process Improvement area is responsible to promote the CitiLean Methodology Culture within the Collections and Contact Center direction. This area´s focus considers the review and process mapping of all processes in the different areas. Core objective is to detect opportunities to eliminate low value activities, defects and ensure control design integration to mitigate present and future risks. Promote certification of the population at all levels to have one single language and drive strategies that welcome innovation initiatives proposed by our employees to improve processes and practices striving for efficiencies, savings and excellence.Knowledge and Skills: Strong knowledge and understanding in own field or discipline AND basic knowledge of other areas of the the businessPlease provide detail and/or examples to support the chosen response from the dropdown.This position requires an individual with strong leadership, certification in the Lean/CitiLean Methodology, desired experience in the financial area or related, operational experience background in the Collections & Contact Center operations is a plus, experience improving processes using this methodology, executively handle metrics, verbiage, logistics and interaction with other areas of the business to achieve results. Willing to get involved in business strategy including: methodologies, policies, procedures, principles, etc. Entitles a strong understanding of commitment to risk policies, control mitigation and procedures.- **Job Family Group**:Customer Service- **Job Family**:Service- **Time Type**:Full time- Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.View the **EEO Policy Statement**.View the **Pay Transparency Posting