Líder de Operaciones y Implementación de Servicio al Cliente

Citigroup; Ciudad de México; On-site; MXN 680,000 - 1,000,000; Full time

Job summary

Citigroup Mexico City is seeking an Institutional Customer Service Manager to lead a multi-team unit and drive superior client support. You will evaluate performance, plan resources, and ensure service quality while maintaining compliance and strong risk controls.

Ideal candidates have 5–8 years managing call centers, a background in financial services, and proven ability to motivate teams, improve efficiency, and deliver results under pressure.

Qualifications

• 5-8 years of previous experience in call center management preferred.
• Previous experience in financial services preferred.
• Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision.
• Demonstrated ability to lead teams to deliver results.
• Ability to foster a work environment of coaching, feedback and open communication.
• Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction.
• Demonstrated organizational and problem-solving skills.
• Able to work successfully in a high-pressure environment and closely with peer group.

Responsibilities

• Manage Customer Service unit typically consisting of multiple teams of non-exempt staff performing related tasks (e.g., customer service, training, business planning and analysis).
• Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
• Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own area.
• Provide solutions and influence decisions with potential for broader organizational impact.
• Contribute to the development of new customer service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact.
• Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels.
• Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact.
• Lead or support special projects and/or task forces and negotiate with external parties, as needed.
• Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives.
• 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.

Skills

Call center management

Leadership

Customer service

Communication

Problem solving

Coaching

Process improvement

Budget planning

Education

Bachelor's degree / University degree or equivalent

Licenciatura completed

Operational/project management experience

Advanced Excel skills

Process design and standardization experience

Continuous improvement methodologies

KPIs for decision making

Customer Experience (CX) knowledge

Leadership and people management

Experience in financial services / banking / retail

Tools

Excel

Dashboards

Job description

Citigroup Mexico City is seeking an Institutional Customer Service Manager to lead a multi-team unit and drive superior client support. You will evaluate performance, plan resources, and ensure service quality while maintaining compliance and strong risk controls.

Ideal candidates have 5–8 years managing call centers, a background in financial services, and proven ability to motivate teams, improve efficiency, and deliver results under pressure.