ResponsibilitiesManage Customer Service unit typically consisting of multiple teams of non-exempt staff performing related tasks (e.G., customer service, training, business planning and analysis)Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own areaProvide solutions and influence decisions with potential for broader organizational impactContribute to the development of new customer service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impactConduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levelsResponsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impactLead or support special projects and/or task forces and negotiate with external parties, as neededDeliver a high-quality service experience across the client base and inform clients of ongoing market initiativesAppropriately 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.Qualifications5-8 years of previous experience in call center management preferredPrevious experience in financial services preferredProven self-reliance, self-motivation,



and accountability to complete objectives with limited supervisionDemonstrated ability to lead teams to deliver resultsAbility foster a work environment of coaching, feedback and open communicationDemonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfactionDemonstrated organizational and problem-solving skillsAble to work successfully in a high-pressure environment and closely with peer groupEducationBachelor's degree/University degree or equivalent experienceLicenciatura concluidaExperiencia sólida en gestión e implementación de proyectos operativos, comerciales o de transformación.Manejo avanzado de Excel (tablas dinámicas, dashboards, análisis de bases de datos, fórmulas avanzadas y generación de reportes ejecutivos).
Experiencia en diseño, documentación, optimización y estandarización de procesos.Conocimiento en metodologías de mejora continua y gestión de proyectos.Experiencia en seguimiento y análisis de indicadores de desempeño (KPIs) para la toma de decisiones.Conocimiento en Customer Experience (CX) y mejora de la experiencia del cliente.Experiencia en liderazgo y gestión de personal, así como coordinación de equipos multidisciplinarios.Experiencia en sector financiero, banca, retail o empresas con amplia red de atención al cliente.Job Family GroupCustomer ServiceJob FamilyInstitutional Customer ServiceTime TypeFull timeMost Relevant SkillsPlease see the requirements listed above.Citi equal opportunity statementCiti 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 Procesos E Implantación Sucursales Metro Sur (Xico)
🏢 Citigroup
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