Líder de Procesos e Implementación de Servicio al Cliente

Citigroup Inc.; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Citigroup Inc. is seeking an Institutional Customer Service Manager to lead a multi-team unit delivering client resolution and support. The role focuses on ensuring seamless customer service delivery and alignment with regulatory and corporate standards.

You will drive performance through coaching, data analysis, and process improvements, while managing risk and maintaining a superior client experience across a broad institutional client base.

Qualifications

• 5-8 years of call center management experience preferred.
• Experience in financial services preferred.
• Demonstrated ability to lead teams and deliver results.
• Ability to coach and communicate openly in a high-pressure environment.

Responsibilities

• Manage Customer Service unit typically consisting of multiple teams of non-exempt staff.
• Evaluate employee performance and provide recommendations for pay increases and resource planning.
• Ensure service quality and adherence to policies within own area.
• Lead special projects and negotiate with external parties as needed.
• Deliver high-quality service across the client base and inform clients of ongoing market initiatives.

Skills

Team leadership

Call center mgmt

KPI analysis

Process improvement

Customer experience

Education

Bachelor's degree / University degree

Licenciatura concluida

Tools

Excel

Job description

Citigroup Inc. is seeking an Institutional Customer Service Manager to lead a multi-team unit delivering client resolution and support. The role focuses on ensuring seamless customer service delivery and alignment with regulatory and corporate standards.

You will drive performance through coaching, data analysis, and process improvements, while managing risk and maintaining a superior client experience across a broad institutional client base.