[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Citigroup jobs](https://jobs.opennash.com/companies/citigroup/) · [Search jobs](/search/) Citigroup · Mumbai Maharashtra India # AVP - HRSS Contact Center Manager Mumbai Maharashtra India Full-time Manager or lead Customer Support Listed on Citigroup’s official careers site. Posted September 17, 2026. Check that it is still open and apply there. [Apply on Citigroup’s careers site →](https://citi.wd5.myworkdayjobs.com/2/job/Mumbai-Maharashtra-India/AVP---HRSS-Contact-Center-Manager_26973612) [OpenNash Jobs](https://jobs.opennash.com/) / [Citigroup](https://jobs.opennash.com/companies/citigroup/) / AVP - HRSS Contact Center Manager ## Job description The Ops Sup Manager is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes. ### Responsibilities Manages daily IM queue management activities Work closely with management in process improvements and Innovation projects, makes judgments and recommendations based on analysis and domain knowledge in order to increase customer satisfaction and minimize any possible risks. - Performs process coordination/discussions with other pillars (local/regional/global) to resolve inquiries - Performs analysis on voice of customer survey results Effectively supervise the activity of others and create accountability with those who fail to maintain these standards. - Executes People management tasks - Performs Quality check on IM cases - Performs Team Access/Entitlement management - Lead team huddles and/or weekly team meeting - Ensure LMS required Trainings are completed - Staffing / Interviewing of Team resources Analyze Operations information and make evaluative judgements to solve problems - Performs analysis on voice of customer survey results Responsible for Identifying and resolving routine problems and operational issues with broader departmental impact within established procedures - Performs Escalation Management. - Appropriately assess risk when decisions are made. - Applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency. - Handles STS IM resources content management (SOP, KA, Share Point). - Participate and/or leads global projects. Constant monitoring of work volumes in order to achieve operational metric targets by managing and balance incoming workload with available staff. - Queue coordination - KPI Monitoring - Lead team huddles and/or weekly team meeting Use a forward-thinking approach and explore innovations on the current process, act as Subject-Matter-Experts/Point-of-contacts for specific areas of concern. Serve as a backup for manager, as needed. ### Qualifications 5-8 years of experience managing a team Ability to work unsupervised and adjust priorities quickly as circumstances dictate - Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements Self-motivated and detail oriented - Proven organization and time management skills - Demonstrated problem-solving and decision-making skills Consistently demonstrates clear and concise written and verbal communication skills Education: Bachelor’s degree/University degree or equivalent experience is ideal This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. ------------------------------------------------------ Job Family Group: Operations ### Core ------------------------------------------------------ Job Family - Operations Support ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ 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. ## At a glance - Posted by the employer: Sep 17, 2026 - First seen by OpenNash: Oct 13, 2026 - Last checked: Oct 13, 2026 - Listed for: 26 days - Location: Mumbai Maharashtra India - Employment type: Full-time[Apply on Citigroup’s careers site →](https://citi.wd5.myworkdayjobs.com/2/job/Mumbai-Maharashtra-India/AVP---HRSS-Contact-Center-Manager_26973612) ## More jobs at Citigroup ### [Officer, Customer Service Analyst](https://jobs.opennash.com/companies/citigroup/jobs/a1dc6e72ceceff7f02d0/) Mumbai Maharashtra India ### [APAC Markets, 2025 Full Time Analyst, India](https://jobs.opennash.com/companies/citigroup/jobs/478b4e63076984eb7fb1/) Mumbai Maharashtra India ### [AVP - Global KYC Trainer](https://jobs.opennash.com/companies/citigroup/jobs/8d0df8cb763df5be5a54/) Mumbai Maharashtra India ### [AVP - KYC Operations Artificial Intelligence (AI) Lead](https://jobs.opennash.com/companies/citigroup/jobs/42628d8bc452c208cde2/) Mumbai Maharashtra India ### [AVP - KYC Operations Data lead](https://jobs.opennash.com/companies/citigroup/jobs/69e04dc189059c5e2966/) Mumbai Maharashtra India ## Similar jobs at other companies ### [Contact Center Shared Services Representative](https://jobs.opennash.com/companies/hsbc-holdings/jobs/0f72d4944b82ef25a3ee/) HSBC Holdings · Bangalore, Karnataka, India ### [Staff GPSO Contact Center](https://jobs.opennash.com/companies/hsbc-holdings/jobs/0187c55e0ea7a1bc7531/) HSBC Holdings · Jakarta, West Java, Indonesia ### [Contact Center AI Solution Consulting Manager](https://jobs.opennash.com/companies/accenture/jobs/29910f6f6cde86c8c8ce/) Accenture ### [Tech Solutionist - Contact center](https://jobs.opennash.com/companies/bajaj-finserv/jobs/6f742e3051c71890827c/) Bajaj Finserv · Pune Corporate Office - Mantri ### [Cloud Contact Center (Amazon Connect) Consultant - Mexico](https://jobs.opennash.com/companies/accenture/jobs/d6a8046fa8e1af047d72/) Accenture OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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