Líder de Servicio al Cliente Afore

Citi; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Citi is seeking an intermediate Service Manager to lead a Customer Service team, directing performance, quality standards, and productivity to meet targets.

You will resolve complex issues, evaluate performance, develop leaders through mentorship and succession planning, and drive process improvements. The ideal candidate has 5–8 years of relevant experience, call center management preferred, and familiarity with basic bank products.

Formación

• 5-8 years of relevant experience.
• Proficient in communication and presentation.
• Project management and people leadership experience.

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.
• 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.

Conocimientos

Communication skills

Presentation skills

Project management

People management

Call Center management

Bank products knowledge

Educación

Bachelor's degree

Herramientas

Microsoft Office

Descripción del empleo

Citi is seeking an intermediate Service Manager to lead a Customer Service team, directing performance, quality standards, and productivity to meet targets.

You will resolve complex issues, evaluate performance, develop leaders through mentorship and succession planning, and drive process improvements. The ideal candidate has 5–8 years of relevant experience, call center management preferred, and familiarity with basic bank products.