The Customer Service Group Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients.
**Responsibilities**:
- Manage multiple teams or a functional area and evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
- Engage in higher-level strategic planning with senior directors of areas, such as Citi phone, inbound sales, outbound sales, mortgage, etc.
- Accountable for end results of an area including budgeting, resources, policy formulation and planning
- Engage in short
- to medium-term planning of actions and resources for own area and manage complex and highly variable issues with substantial potential impact
- Ensure essential procedures are followed and contribute to defining standards
**Qualifications**:
- 10+ years of relevant experience
- Consistently demonstrate clear and concise written and verbal communication
- Ability to present ideas
- Proven negotiation skills
- Demonstrated leadership with accountability for results and deliverables
- Consistently demonstrate strategic thinking and ability to make complex decisions
**Education**:
- Bachelor's degree/University degree or equivalent experience
- Master's degree preferred**Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer 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
📌 Customer Service Group MgrCiudad de Mexico (Ciudad de México)
🏢 Citi
📍 Ciudad de México
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