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Chief of Staff - Retail Services Collections

Boise, ID
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  • Job Code

Chief of Staff - Retail Services Collections-18020419


Collections Group Manager – Chief of Staff Retail Services Collections
Position Description
Serve as the Chief of Staff for Retail Services Collections responsible for managing various functional areas to insure strategic and regulatory objectives are met.  Collaborate with Risk Management to develop collection strategies that directly tie to business KPIs (NCL, expense).  Partner with Workforce Management to review operational capacity plans and make staffing decisions.  Position is responsible for all internal and external executive communication.  Lead crisis management efforts for substantial business issues.
  • Manage strategic control MIS execution team responsible for mitigating risk to collections through daily monitoring of systemic reporting.  Includes issue identification, root cause analysis, resolution and remediation (when necessary).
  • Responsible for all executive level internal and external communication (including monthly operating reviews, regulatory decks, industry benchmarking, etc.)  Also, own and manage various bottom-up communication tools to gather agent recommendations to improve processes or technology.
  • Partner with Legal on emerging regulatory risks to identify opportunities to strengthen policy/practice. 
  • Lead root cause analysis, remediation and resolution of significant business issues.
  • Participate in weekly/monthly capacity planning discussions with Workforce Management.  Provide operational targets (ex. average handle time) and approve hiring. 
  • Partner with Risk Management to develop collection strategies for all contact channels to reduce NCL and/or expenses and improve customer experience.  Meet with external vendors to identify leading edge technology and recommend internal usage.
  • Collaborate with IT partners to identify technology enhancements to improve client and/or agent experience.
  • Serve as point of contact for Finance partners for various P & L items, such as vendor invoices and financial benefits tied to strategic initiatives.  
  • Serve as primary delegate for Managing Director of Retail Services Collections
About Citi
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi’s Mission and Value Proposition  explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.

Job Skills/Qualifications
  • Bachelor ’s degree or equivalent work experience
  • 6 - 8 years industry-related experience; Operations experience preferred
  • Proven leadership and motivational skills
  • Strong analytical skills
  • Solid communication skills
  • Strong Influence / Team Building skills
  • Ability to manage with no direct supervision
  • PC based computer application experience

  • Primary Location NAM-USA-ID-Boise
    Job Category Operations-Collection Defaults
    Schedule Full-time
    Education Level Bachelor's Degree
    Shift Day Job
    Employee Status Regular
    Travel Yes, 25 % of the Time


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    Boise, ID

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