Citi CBPS - US KYC - Operations Manager in Manila, Philippines

  • Primary Location: Philippines,National Capital,Manila

  • Other Location: Philippines,Central Luzon,Makati

  • Education: Associate's Degree/College Diploma

  • Job Function: Customer Service

  • Schedule: Full-time

  • Shift: Rotating

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18003593


  • Lead a team of Unit Managers and CSOs in driving highest level of customer experience

  • Plan and execute processes and initiatives to meet KPI goals

  • Ensure all the activities of Operations comply with ethical standards and relevant acts

  • Ensure ongoing completion of Quality Call Monitoring and evaluation as per client guidelines

  • Coaching and empowering team members to perform all aspects of the job

  • Monitor, Evaluate and address all aspects of the team’s performance against set goals using the available measuring tools and resources

  • Ensures strong and solid execution of discipline and performance management policies

  • Heavily involved and may take charge of overall communication strategies for initiatives and policy changes in Operations

  • Conducts structured and effective Unit Manager Huddles and coaching sessions to drive the Client Experience metrics, Sales and productivity

  • Clearly communicate performance and behavioral expectations to Unit Managers and provide ongoing feedback against performance expectations including regular performance reviews

  • Address below standard performance through coaching and counseling Assist to recruit new team members who possess the skills to fit within the current business needs


  • Minimum of 2 years of continuous service in current role

  • Employees who transfer to another program/unit in the same role are required 2 years of continuous service in the role and at least 1 year of service in the new program/unit to be eligible

  • Employees with less than 2 years’ continuous service in their current role will need their supervisor’s approval prior to applying for an internal job posting

  • Performance Rating of 3-Consistently Strong for the previous Year-End review

  • Has not been subjected to any disciplinary action where the sanction is final warning in the last 12 months

  • Applicants who applied for this position in the last twelve months need not reapply