Líder de Implementación y Operaciones de Servicio al Cliente

Citigroup Inc.; Ciudad de México; On-site; MXN 700,000 - 1,000,000; Full time

Job summary

Citigroup Inc. in Mexico City seeks an Institutional Customer Service Manager to lead a multi-team unit and ensure seamless client support. You will drive performance, manage service levels, and influence decisions with broad impact.

Responsibilities include evaluating staff, optimizing processes, and delivering high-quality service while managing risk and compliance across client interactions and initiatives.

Qualifications

• 5-8 years of previous experience in call center management preferred.
• Demonstrated ability to lead teams to deliver results.
• Experience in financial services preferred.
• Ability to coach, give feedback and communicate openly.

Responsibilities

• Manage Customer Service unit typically consisting of multiple teams of non-exempt staff performing related tasks.
• Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations.
• Ensure team task/service quality by applying in-depth knowledge of policies and procedures.
• Provide solutions and influence decisions with potential for broader organizational impact.
• Lead or support special projects and negotiate with external parties as needed.
• Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives.
• Assess risk in business decisions and escalate/report control issues with transparency.

Skills

Call center management

Leadership

Client service

Cross-functional collaboration

Education

Bachelor's degree/University degree or equivalent experience

Licenciatura concluida

Tools

Excel

Dashboards

Job description

Citigroup Inc. in Mexico City seeks an Institutional Customer Service Manager to lead a multi-team unit and ensure seamless client support. You will drive performance, manage service levels, and influence decisions with broad impact.

Responsibilities include evaluating staff, optimizing processes, and delivering high-quality service while managing risk and compliance across client interactions and initiatives.