Wealth Investment Services Manager, Vice President

The Citi Wealth Investment Services Team Manager will have direct supervisory responsibilities over licensed associates who are handling inbound and outbound calls in a “service to sales” role.  Responsible for ensuring team members are providing accurate and customer-oriented solutions.  Heavy focus on coaching and developing staff including call/email monitoring, one on one observations, scorecard review and performance to goals.  Works closely with Resource Teams to obtain front line metrics (e.g. questions raised, frequency of escalated items, etc...) and use that data to develop individual and team based coaching opportunities and identify/escalate opportunities for continuous improvement.

Responsibilities:

• Supervise, manage, monitor, coach, develop, and evaluate performance of direct reports on an ongoing basis and in accordance with applicable performance standards
• Mentor, coach, and evaluate individual and team progress including skills assessments and call listening; take corrective action to ensure service standards are met
• Conduct quality assurance monitoring of direct reports to ensure excellent service is being provided to clients
• Work with business partners in identifying performance issues; draft and execute coaching strategy and delivering team and individual based training
• Collaborate with training partners to align coaching efforts with training strategy, focusing on knowledge and service improvement and enhancement
• Foster and encourage a culture of ownership, accountability, and solutions delivery through effective education, communication, and management
• Establish and manage relationships with strategic partners to enhance business deliverables and ensure Citi client issues are being addressed promptly
• Identify and manage process improvements and strategic initiative to enhance the client experience or mitigate risks in the business
• 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.

Qualifications:

• 6-10 years of financial services experience
• Experience in people management, client service and sales
• Knowledge of customer service and contact center management with emphasis in the areas of service delivery and performance management
• Customer focused, detail oriented, individual with ability to maintain a positive attitude in high-stress and fast-paced work environment
• Strong desire to create a topnotch client experience with every client, every day
• Project management/process improvement – provides leadership and execution of action plans and milestones associated with strategic initiatives and related business programs
• Excellent verbal, written and interpersonal communication skills
• Proficient using Microsoft PowerPoint and Excel
• Required: US FINRA Registration: SIE; Series 7; Series 63 (or Series 66); Series 9 + Series 10 (or Series 24, Series 4, and Series 53)
  • Must meet ALL US FINRA Registration requirements within 150 days of hire date.

Education:

• Bachelor’s degree/University degree
• Master’s degree preferred

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Job Family Group:

Consumer Sales

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Job Family:

Consumer Sales Support

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Time Type:

Full time

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Primary Location:

Ofallon Missouri United States

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Primary Location Full Time Salary Range:

$96,400.00 - $144,600.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life,