The Customer Service Senior Group Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients.

Responsibilities

• Manage a functional area and evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
• Vendor Management of several contact centers internationally to deliver customer service for all US Retail Bank and Cards portfolios.
• Control end results (e.g., resources, policy formulation, budgeting and planning) that primarily affect a sub-function
• Set short- to medium-term planning of actions and resources for own area and engage in strategic planning for the function and h...