Banamex - Coordinador de Servicio Afore

Citibank (Switzerland) AG; México; Presencial; Confidencial; Jornada completa

Descripción de la vacante

Citigroup in Mexico seeks a Service Manager to lead a Customer Service team, drive performance and quality, and ensure high productivity. You will coach and develop leaders, promote succession planning, and implement process improvements to enhance service delivery.

The role requires strong communication, people management, and experience with supporting customer service operations, with a focus on risk-aware decision-making and delivering an exceptional client experience.

Formación

• 5-8 years of relevant experience
• Intermediate to senior level experience with commensurate people management
• Call center management experience preferred
• Knowledge of basic bank products (deposits, credit cards) preferred
• Proficient project management skills
• Effective written and verbal communication and presentation skills
• Influencing and relationship management skills

Responsabilidades

• Provide leadership and direction to a Customer Service team ensuring quality and productivity standards
• Evaluate team performance and make recommendations for pay, promotions, hires, etc.
• Develop leaders through guidance, mentorship and succession planning
• Grow employees' skills to expand team capabilities and opportunities
• Recommend new procedures and contribute to service models and plans
• Drive organizational change through process improvement and removing friction
• Achieve high-quality, high-volume productivity for the team
• Recruit and hire a highly productive team through coaching and motivation
• Ensure exceptional client experience and risk-aware decision-making in line with regulations

Conocimientos

People management

Call center management

Project management

Written & verbal communication

Influencing skills

Relationship management

Educación

Bachelor's degree or equivalent

Herramientas

Office suite

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.

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 Favor de adjuntar CV actualizado

Job Family Group: Customer Service ------------------------------------------------------

Job Family: Service ------------------------------------------------------

Time Type:

Most Relevant Skills Please see the requirements listed above.

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

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. View Citi’s EEO Policy Statement and the Know Your Rights poster.