Manager, Contact Center Transformation and Quality

Manager, Contact Center Transformation and Quality Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact. Job Overview At Citi, we connect millions of people across hundreds of cities and countries every day. With more than 200 years of experience, we provide a broad range of financial services and products to clients – whether they are consumers, corporations, governments or institutions – helping them meet their biggest opportunities and face the world's toughest challenges. Shape your Career with Citi Citi's Wealth brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra‑high net worth to family offices. The strategies we create help our clients maximize yields, transact in foreign currency, and manage fluctuating expenses or cash flow. We are uniquely suited to helping our clients meet their banking needs across regions through our global network. We’re currently looking for a high caliber professional to join our team as Manager, Contact Center Transformation and Quality – Hybrid (Internal Job Title: Quality Intermediate Analyst – C11) based in Hong Kong. Benefits Programs and services for physical and mental well‑being, including telehealth options and confidential counseling. Paid Parental Leave Policy covering employees worldwide. Financial well‑being resources to help employees plan for the future. Learning and development resources to broaden and deepen your skills. Generous paid time off packages to balance work and life. Volunteer opportunities; in 2019, Citi employees contributed more than 1 million volunteer hours worldwide. In this role, you’re expected to: Translate business needs into clear requirements for innovative digital solutions and enable data‑driven decisions that align the transformation strategy in Contact Center. Review end‑to‑end client journeys and operational workflows to identify and implement process improvements through digital transformation, aiming to increase productivity, improve client experience and strengthen risk controls. Coordinate the implementation, maintenance, and enhancement of digital transformation systems (e.g., RPA, Xcepter) throughout the project lifecycle, from requirement collection to post‑implementation review. Manage and participate in all testing phases (UAT, PAT, sanity testing) to ensure successful and stable production releases of new digital solutions. Conduct thorough qualitative reviews of escalated complaint cases, identifying key areas for continuous service enhancement, including process re‑engineering and technological change. Analyze comprehensive quality data to identify emerging trends, pinpoint root causes of service issues, and provide actionable insights to management for informed corrective actions and strategic planning. Act as a subject‑matter expert (SME) to other stakeholders. As a successful candidate, you’d ideally have the following skills and exposure: 2–5 years of relevant experience. Bachelor’s or university degree or equivalent experience. Experience in contact centre or banking industry, managing projects of business process improvement and vendor management is an added advantage. Fluency in Cantonese, English and Mandarin is preferable. Strong communication skills. Take the next step in your career – apply for this role at Citi today Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster. #J-18808-Ljbffr