The Service Group Manager is a senior level management position responsible for managing multiple teams or a functional area through subordinate mangers and their teams, in coordination with the Service team. The overall objective of this role is to oversee the end results of an area including budget, resources, policy formulation and planning.
**Responsibilities**:
- Engage in higher level strategic planning with senior directors, and contribute to short to medium-term planning of actions and resources
- Evaluate staff performance and make recommendations for pay increases, hiring, terminations and other personnel actions
- Ensure high quality and high volume productivity, and drive organizational change through process improvement, eliminating friction points
- Collaborate, build relationships, and work across the organization in a multi-site matrix operations environment
- Establish and execute realistic action steps and timelines
**Qualifications**:
- 10+ years of experience in a related role
- Operations leadership in a complex, multi-site environment required
- Lean and / or Six Sigma experience preferred
- Financial Services experience preferred
- Demonstrated leadership of large groups of people
- Ability to form and leverage cross-functional relationships to achieve business objectives




- Proven advocate of transformational change and ability to act as a change agent
- Consistently demonstrates clear and concise written and verbal communication
- Demonstrated ability to remain unbiased in a diverse working environment
**Education**:
- Bachelor’s degree/University degree or equivalent experience
- Master’s degree preferred
**Requisitos**:
- ** Gestionar grandes grupos de representantes de servicio.**:
- ** Impulsar las ventas entrantes para todo el Contact Center.**:
- ** Supervisar la atención tanto a clientes individuales como a empresas (PYME y Empresarial)**:
- ** Experiência en ventas deseable**:
- ** Licenciatura terminada**:
- ** Inglés intermedio**Job Family Group**:
Customer Service
- **Job Family**:
Service
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.
View the **EEO Policy Statement**.
View the **Pay Transparency Posting

📌 Contact Center, Svp (Metepec)
🏢 Citi
📍 Metepec