In Bound Sales Leverage Department Head_銷售業務策略部門主管
Citigroup Inc
Taipei, TPE, TWN


  • Strategize CitiPhone Inbound Sales Leverage (IBSL) initiatives including Propensity-to-buy modeling enhancement, sales process efficiency, variable compensation plan and sales productivity and efficiency enhancement.
  • Manage CitiPhone’s call forecasting, scheduling optimization and capacity management. Oversight overall Phone center performance KPI to ensure the operation running at very optimal and efficient state to meet phone center expense and revenue target
  • Responsible for Phone center budget planning, expense management and saving opportunity to continuously drive operation efficiency
  • Lead Cards Change Management team and take responsible for new product and new process launch in CTP which are efficient and streamline process measuring by shorten Average Handling Time (AHT) and higher First Call Resolution (FCR)
  • Liaison with Business stakeholders to ensure IBSL plan were met, and Marketing program and Cards change process were maintained at very efficiency level while balancing customer experience
  • Coordinate with regional CitiPhone team to transfer best practices and align with Regional strategy
  • Liaison with CTP management team to support CitiPhone Head and Business Stakeholders in meeting financial plan and related KPI.
  • Qualifications

  • 10+ years working experience in Cards & unsecure lending marketing experience and call center experience
  • Proven expertise in developing IBSL sales initiatives, variable compensation plan and performance evaluation to support line manager to meet business goal.
  • Proven expertise in managing call center capacity, performance management, expense management and process engineering
  • Have comprehensive interpersonal communication skills and good command of verbal / written English
  • 8+ years people management experience with a team over 10+
  • Advanced analytic, presentation and people management skills are a mandate
  • Strong coordination, problem solving and resource management skill with flexibility for multiple tasks
  • 申請
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