Banamex - Coordinador de Servicio Afore

Citigroup Inc.; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Citigroup Inc. is looking for an experienced Service Manager to lead a customer service team, driving performance, quality and productivity.

You will evaluate performance, develop leaders, mentor staff and implement new service strategies to improve client satisfaction and drive efficient operations. The role requires strong people management, communication and project management skills, with a preference for call center experience and familiarity with basic banking products.

Formación

• 5-8 years of relevant experience.
• Call Center management experience, preferred.
• Proficient knowledge of basic bank products such as deposit accounts, credit cards.

Responsabilidades

• 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.
• 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.

Descripción del empleo

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

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 Atención Presencial es un puesto donde se requiere:

• Definir, coordinar, y comunicar la estrategia de servicio con los Gerentes de CAREs.
• Desarrollo de información para presentaciones para sesión con Directores Divisionales, Negocio y Gerentes.
• Revisión y desarrollo de respuestas para Oficios CONSAR y Condusef.
• Control de visitas y gastos de Asesor Móvil.
• Diseñar y analizar informes para atender los requerimientos de la Subdirección de Servicio
• Análisis y actualización de lineamientos relacionados con los procesos internos de la Subdirección de Servicio.
• Revisión 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 revisión a la elaboración de materiales para brindar capacitación a CAREs en temas de procesos internos que mantener actualizado al personal de CAREs.
• Optimización de procesos para reducción de costos en CAREs.
• Garantizar el cumplimiento de metas definidas por la Subdirección y Dirección en CAREs.
• Asegurar que publicidad Normativa de CAREs se encuentre actualizada.
• Seguimiento y solución de problemáticas reportadas por los Gerentes y Asesores Previsionales de CAREs para brindar solución a clientes.
• Elaboración y entrega de información para reportar niveles de servicio de forma trimestral .
• Elaboración y entrega de información para reportar las Acciones implementadas para mejorar la Atención y el Servicio de las Personas Adultas Mayores a través del Protocolo de Atención del Adulto Mayor de forma trimestral.
• Desarrollo de personal staff de servicio.
• Gestión integral de las observaciones realizada por el BOF en las visitas a CAREs o revisión de procedimientos internos.
• Atención a auditorias y revisiones internas y externas en materia de atención presencial en los

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

Job Family Group:

Customer Service

Job Family:

Service

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

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