Process & Implementation Lead – Customer Service

Citigroup Inc.; Ciudad de México; On-site; MXN 600,000 - 960,000; Full time

Job summary

Citigroup Inc. in Mexico City is seeking an experienced Customer Service Manager to lead multiple call center teams and drive service excellence across the client base.

You will evaluate performance, manage budgets, and implement process improvements while ensuring compliance and a high quality customer experience. This full-time role requires 5–8 years in call center leadership and a degree; advanced Excel skills and ability to work under pressure are essential.

Qualifications

• 5–8 years of call center management experience.
• Experience in financial services preferred.
• Ability to lead teams to deliver results.
• Strong coaching and communication skills.
• Knowledge of customer experience (CX) and service improvement.

Responsibilities

• Manage Customer Service unit across multiple teams.
• Evaluate employee performance and provide recommendations.
• Ensure service quality by applying policies and procedures.
• Provide solutions influencing broader decisions.
• Develop new service techniques and process improvements.
• Conduct periodic service reviews with action plans.
• Responsible for client satisfaction and end results.
• Lead or support special projects and negotiate with external parties.
• Deliver high-quality service and inform clients of market initiatives.
• Assess risk and ensure compliance with laws and regulations.

Skills

Call center management

Leadership

Customer service excellence

Team coaching

Process improvement

Communication skills

Problem solving

Education

Bachelor's degree or equivalent

Licenciatura concluida

Tools

Excel

Job description

Citigroup Inc. in Mexico City is seeking an experienced Customer Service Manager to lead multiple call center teams and drive service excellence across the client base.

You will evaluate performance, manage budgets, and implement process improvements while ensuring compliance and a high quality customer experience. This full-time role requires 5–8 years in call center leadership and a degree; advanced Excel skills and ability to work under pressure are essential.