Voice of Experience: Tina Shell, Managing Director of Client Operations for Citi’s U.S. Retail Bank and Mortgage Businesses
“People are what draw me to opportunities. When you build relationships, you want to follow those whom you admire,” says Citi’s Tina Shell. Now that she is in a position to inspire others, she is focused on helping her own team develop. “Sometimes I take a chance on someone, when their talent or commitment might not be obvious, but I help them grow and identify what they’re good at it,” she says.
And sometimes Shell finds people need help identifying potential paths; for example, in operations, where there appears to be just one ladder, it might be difficult to see all the other opportunities that are out there. “I believe in strengths more than weaknesses so when you help people see theirs, they can move onto paths they hadn’t seen for themselves.”
That philosophy has helped guide her successful career through a constantly evolving industry – one that barely existed when she first started out. As Shell puts it, her journey “just happened along the way.”
Radical Changes within an Industry
Shell started her career in the industry working the phones in call center operations for SPS Payment Systems to earn money while attending college. “It’s a tough job and it stays with you,” she says. And she stayed with it. While she remarks that it’s a career path you might never think of, since many people don’t even what call center operations is, it has grown to be an entire industry, one in which you can even now earn a degree.
She had planned to become a professor, so she earned her master’s degree while working full time at the center. Her next step was earning her Ph.D., but she felt as though she needed a break before plunging back into school. Her managers had been discussing her potential for management opportunities so she decided to give it a try.
With the web and online services just a fledgling product, she was assigned to the division as a special project, working with others outside her area to get it up and running. From there she was recruited to manage two outsourced contact centers based outside of Chicago.
The new opportunities gave her a solid foundation, and when a former boss joined Citi, she eventually followed him and has been there 15 years. Today she wears numerous hats: she leads Client Operations for Citi’s Retail Bank and Mortgage Businesses; is Functional Program lead for the North America Contact Center Operations Digital Strategy for centers that service Retail Bank, Mortgage and Credit Card clients; and serves as the site president of the 3,000-employee Citi Service Center in Florence, Kentucky.
As she looks back on the twists and turns the industry has taken, she says that “contact center operations has been turned on its ear.” The old model was about customers calling in, and now we are moving to a model where most of the servicing and communications will take place via online mobile app. “What excites me is that we aren’t sure yet where the model will land,” she says, underscoring the importance of choice whether it’s online or on the phone. “Omnichannel servicing is important and with it comes a different employee of the future,” she says. “We have to build a pipeline of employees who see these jobs as valuable.”
To that end, Tina and her team are always looking toward the job of the future and how they prepare for it. With 4,000 employees, the majority of whom are interacting with customers, the model will change going forward, which will have repercussions for recruitment, hiring and training. “You want to make sure that the people who are in the job today can do it tomorrow.”
Building Women’s Stature in the Industry
She advises women entering the industry to realize they might have to be open to taking on assignments and roles where they are a little uncomfortable. “Those are the opportunities that get you recognized and where you learn the most,” she says. She adds that she wishes that earlier on in her own career she had relaxed and not stressed about the little things that always eventually work themselves out.
She is a big believer in cultivating relationships and networks. “I am so thankful for the people I‘ve worked with who have influenced me, but it doesn’t just happen. You have to focus on deepening and growing the relationships. One of the best pieces of advice she has been given is to talk to at least one person every day where you’re just checking in with them, not asking them for something.”
And that extends to her peer group, whom she encourages to support and advocate for each other and identify opportunities for one another.
Building those relationships requires getting out of your silos and working across departments. Over the years she has found it beneficial to participate in groups that allowed her to learn more about the business and its offerings from a global perspective. “You learn more about others’ frame of reference and that helps you think about things differently when you go back to your desk.”
Finding a Balance
Shell says it’s vital that workplaces encourage flexible work environments. “It used to be that if you left five minutes early, there would be a boss who would point it out, ‘I see you’re only working half a day today.’ We’re all becoming more accepting.”
Finding time for balance and recharging means that she will unplug, and rely on the confidence she has in the capable people managing the business in her absence. A favorite getaway for that unplugging time? Beach vacations, spent with family and friends.
