Digital Channels Management Incident Manager

hace 3 semanas

Ciudad de México Citi A tiempo completo

Is the business responsible of the coordination of the digital incidence resolution end to end process by integrating all the needed areas, follow through the actions items and plans that must be developed since the occurrence of the problem until the final solution in Mobile and BancaNet. Is the link between operative areas (call center, branches, back office), product/services, business, production management, technology - development areas when the customer is experiencing problems on the Digital channels

**Responsibilities**:
- Coordinate incidence resolution complete process for Mobile and BancaNet
- Manage and control incidents matrix, time of attention and prioritizartion
- Point of contact for traditional channels and operative areas to receive incidents and generate communication for customers
- Coordinate multidisciplinary teams to analyze incidents (scenarios, action ítems and next steps that must be done and followed to solve each of them)
- Ensure that the final analysis and actions solve customer’s issue.
- Relate NPS results to current incidents
- Control of impact volumes per incident
- Propose continuous improvements to current process and negotiate them with other areas related with the process
- Active participation with Digital solutions team to understand business rules and analyze if new features can possibly impact customers and prepare communication
- Responsible of generating the weekly service level dashboard of Digital channels for senior management
- Elaborate executive reports and presentations of incidence evolution
- Gather evidence of incidence process for MCA

**Qualifications**:

- 5 years of customer service experience
- English intermediate level.
- Customer centric perspective.
- Leadership skills to manage people
- Teamwork with multidisciplinary teams
- Consistently demonstrates verbal communication and negotiation skills.
- Prioritize and gives order to multiple cases and follow up actions of each of them
- Provides alternatives and tries different ways to solve a problem or to create a process
- Focus on delivering results
- Can analyze metrics, volumes, impacts
- Knowledge of digital channels and products rules
- Knowledge of different systems involved in how digital channels work, business, and operative areas relevant to the function.

**Education**:

- Bachelors/University degree
- Negotiation skills to obtain results in problems that require many different areas participation in a short time frame
- Follow through actions to obtain analysis and final resolution
- Leadership and proactivity to put all the pieces together (channels, systems, products, operative areas)
- Ability to work under pressure, dealing with constraints which are often outside of our control
- High sense of urgency
- **Job Family Group**:
Commercial and Business Sales
- **Job Family**:
Commercial Business Development
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

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