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Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, youll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

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 teams 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 teams 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

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

El Coordinador de Atencin Presencial es un puesto donde se requiere:

• Definir, coordinar, y comunicar la estrategia de servicio con los Gerentes de CAREs.
• Desarrollo de informacin para presentaciones para sesin con Directores Divisionales, Negocio y Gerentes.
• Revisin y desarrollo de respuestas para Oficios CONSAR y Condusef.
• Control de visitas y gastos de Asesor Mvil.
• Disear y analizar informes para atender los requerimientos de la Subdireccin de Servicio
• Anlisis y actualizacin de lineamientos relacionados con los procesos internos de la Subdireccin de Servicio.
• Revisin puntual y detallada de las respuestas otorgadas a autoridades relacionadas con los procesos de servicio, tales como el re-enrolamiento, resarcimiento de recursos, etc.
• Seguimiento y revisin a la elaboracin de materiales para brindar capacitacin a CAREs en temas de procesos internos que mantener actualizado al personal de CAREs.
• Optimizacin de procesos para reduccin de costos en CAREs.
• Garantizar el cumplimiento de metas definidas por la Subdireccin y Direccin en CAREs.
• Asegurar que publicidad Normativa de CAREs se encuentre actualizada.
• Seguimiento y solucin de problemticas reportadas por los Gerentes y Asesores Previsionales de CAREs para brindar solucin a clientes.
• Elaboracin y entrega de informacin para reportar niveles de servicio de forma trimestral .
• Elaboracin y entrega de informacin para reportar las Acciones implementadas para mejorar la Atencin y el Servicio de las Personas Adultas Mayores a travs del Protocolo de Atencin del Adulto Mayor de forma trimestral.
• Desarrollo de personal staff de servicio.
• Gestin integral de las observaciones realizada por el BOF en las visitas a CAREs o revisin de procedimientos internos.
• Atencin a auditorias y revisiones internas y externas en materia de atencin presencial en los

Requisitos:

• Mnimo 5 aos de experiencia en atencin 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 comunicacin verbal y escrita
• Proactivo con enfoque a resultados
• Emptico
• Orientacin de servicio a clientes
• Tolerancia a la frustracin
• Capacidad de anlisis y desarrollo de soluciones
• Movilidad
• Experiencia y gusto por la asesora previsional
• Experiencia en la promocin de servicios de Afore y Financieros
• Experiencia en atencin y/o asesoras Afore
• Generacin de contactos

Para el desempeo de la funcin es necesario aprobar la certificacin ante CENEVAL o UNAM.

Licenciatura terminada / Experiencia equivalente

Favor de adjuntar CV actualizado

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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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 (opens in new window).

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