The Service Sr. Manager is a senior management level position responsible for accomplishing results through the management of Customer Service teams that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.
Responsibilities:
- Manage one or more teams in the Customer Service function; division is based on line of business or product and span of control
- 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
Qualifications:
- 6-10 years of related experience in senior level role with commensurate people management experience
- Lean Six Sigma certifications preferred
- Working knowledge of Design Thinking, Lean and Agile
- Proficient project management skills
- Effective written and verbal communication skills
- Influencing and relationship management skills
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:
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,
📌 Process Improvement Manager (Ciudad de México)
🏢 Citi
📍 Ciudad de México
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