Manager, Contact Center Transformation and Quality

Manager, Contact Center Transformation and Quality Add expected salary to your profile for insights 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 get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help 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 maintain liquidity while maximizing yields, transact in foreign currency and across borders, 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. About the Role 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. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decisions and manage your financial well‑being to help plan for your future. Benefits Citi provides programs and services for your physical and mental well‑being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country. We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world. We empower our employees to manage their financial well‑being and help them plan for the future. Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses. We have a variety of programs that help employees balance their work and life, including generous paid time off packages. We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world. Key Responsibilities Translate business needs into clear requirements for innovative digital solutions and enable data‑driven decisions to 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 an SME to other stakeholders. Required Qualifications 2–5 years relevant experience. Bachelor’s/University degree or equivalent experience. Experience in Contact Centre, banking industry, managing projects of business process improvement and vendor management will be an added advantage. Fluent in Cantonese, English and Mandarin is preferable. Strong communication skill. Additional Information Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their 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. Apply for this role at Citi today: #J-18808-Ljbffr