Gerente Senior De Serviço A Clientes Corporativos

Citi; São Paulo; Presencial; BRL 200.000 - 300.000; Tempo integral

Resumo da oferta

A leading financial services firm in São Paulo is seeking an experienced Customer Service Senior Manager to oversee multiple teams in the Relationship Support Unit. This role requires 6-10 years of relevant experience in customer service, with significant focus on managing large teams and engaging with corporate clients. The ideal candidate will possess strong communication skills and a metric-focused approach. Candidates with advanced degrees are preferred while fluent English is required. The position offers full-time employment in a dynamic environment.

Qualificações

• 6-10 years of experience in Customer Service.
• Experience managing large teams.
• Senior management experience required.

Responsabilidades

• Manage customer service teams and evaluate performance.
• Monitor technological advances to enhance operations.
• Ensure compliance with procedures and standards.
• Develop policies for efficient customer service delivery.

Conhecimentos

Customer Service Management

Team Management

Client Interaction

Clear Communication

Metrics Focused

Fluent English

Formação académica

Bachelor's degree or equivalent experience

Master's degree preferred

Descrição da oferta de emprego

The Customer Service Senior Manager is part of the Relationship Support Unit structure, which is responsible for accomplishing results through the management of the Corporate Brazil RSU Team.

This role supports Corporate Banking, TTS and Markets products, in various assigned processes.

The overall objective of this role is to drive the seamless delivery of customer service support to external and internal clients, through the BCMA RSU Team.

Responsibilities

• Manage one or more teams in servicing and / or sales as well as complex and variable issues with significant impact over department(s). Evaluates team's performance, makes recommendations for pay increases, hiring, terminations and other personnel actions, and maintain appropriate staffing requirements to meet operational needs. Manage team to meet goals within the budget.
• Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost/benefits, make recommendations, develop and oversee implementation plans.
• Demonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge.
• Provides evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolution.
• Negotiate solutions and act as a liaison with internal and external customers, as necessary.
• Responsible for delivery of end results, shared responsibility for budget management and accountable for resource planning.
• Ensure essential procedures are followed, contribute to defining standards.
• Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectations.

Qualifications

• 6-10 years of relevant experience in Customer Service.
• Management of large teams.
• Experience interacting with large corporate clients.
• Senior management experience.
• Consistently demonstrate clear and concise written and verbal communication.
• Metrics focused.
• English (fluent).

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.

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View the EEO is the Law Supplement.

View the EEO Policy Statement.

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