HR Service Center Manager

Citigroup's story is well known - the first financial services company in the United States to bring together banking, insurance, investments and e-commerce, under one-umbrella. Our major brands are Citibank, CitiFinancial, Primerica, and Salomon Smith Barney. Citigroup's 270,000 employees manage 190 million customer accounts across more than 100 countries. As one of the largest financial services companies in the world, Citigroup is diverse and expansive - globally, ethnically and intellectually. We are proud to be recognized as one of the 100 Best Companies for Working Mothers (Working Mother Magazine) and one of the top US Companies for Asians, Blacks and Hispanics (Fortune Magazine). Citigroup is a company for people who want to make a difference, and who thrive in an environment of change, challenge and competition. Citigroup is an Equal Opportunity Employer M/F/D/V.



The Service Center Manager will be responsible for a team of advisors supporting all employees and HR staff for the Citigroup Investment Banking business.  The main responsibilities of the group are Payroll and HR data input and customer service.  HR processes handled by this team include pre-employment processing for new hires and rehires, personal data changes, job data changes, records requests, and payroll inquiries.

 

Primary DutiesSupervise, develop, and train department staff in a service center setting supporting HR and payroll functionsMaintain required service levels and performance goals Ensure the consistent and appropriate documentation of all direct reports. Manage quality monitoring processes for team/department Develop, implement, and communicate process improvements as appropriate Identify process improvement opportunities Develop, produce, and distribute management reports and business documentation Interacts with other organizational management to facilitate the problem resolution process and quality processes across all groups Build customer relationships with peers, other departments, and vendors to achieve objectives.  May lead / participate in cross-departmental / cross-functional project teams Provide back-up to the department Director

2-4 years in a related management position; HR management experience preferredPeople and operations specific management, work load forecasting, resource management & statistical analysis Must be able to effectively manage multiple priorities using project management disciplines Advanced organizational, communication, interpersonal, and relationship building skills Ability to work in a collaborative style Demonstrated ability to research and analyze business requirements and components of complex problems to produce logical solutions Demonstrated ability to recognize and evaluate complex problems and independently consider a variety of alternatives to arrive at a timely and practical cost effective solution. Anticipates customers’ needs while providing an exemplary level of service in an efficient time frame. Must be able to prioritize work in alignment with organizational and departmental goals and act in accordance with business strategies and policies. Must be able to anticipate and effectively respond to changes in workload and resources. PeopleSoft, Microsoft Office, Excel, Access, workforce management, and other call center related technical skills preferred Degree in a related field preferred