The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.
Responsibilities Resolve issues that include uncommon and complex situations with significant organizational impact
Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.
Develop leaders by providing guidance and mentorship in conjunction with succession planning
Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities
Recommend new work procedures and contribute to the development of new customer service techniques, models and plans
Drive organizational change through innovation and process improvement, eliminating friction points for team
Achieve team performance excellence to ensure high quality and high volume productivity
Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.




Qualifications 5-8 years of relevant experience
Intermediate to senior level experience in a related role with commensurate people management experience
Call Center management experience, preferred
Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
Proficient project management skills
Effective written and verbal communication and presentation skills
Influencing and relationship management skills
Education Bachelor's/University degree or equivalent experience
Requisitos Mínimo 5 años de experiencia en atención al cliente presencial, conocimiento de procesos de servicio preferente en productos de Afore y Financieros.
Manejo de paqueteria Office (Excel: Bases de datos)
Enfoque a resultados
Facilidad de comunicación verbal y escrita
Proactivo con enfoque a resultados
Empático
Orientación de servicio a clientes
Tolerancia a la frustración
Capacidad de análisis y desarrollo de soluciones
Movilidad
Experiencia y gusto por la asesoría previsional
Experiencia en la promoción de servicios de Afore y Financieros
Experiencia en atención y/o asesorías Afore
Generación de contactos
Para el desempeño de la función es necesario aprobar la certificación ante CENEVAL o UNAM.
Licenciatura terminada / Experiencia equivalente
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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.

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📌 Banamex - Coordinador de Servicio Afore (Nezahualcóyotl)
🏢 Citi
📍 Nezahualcóyotl