Commercial Digital Channels Head

hace 3 meses

Ciudad de México Citi A tiempo completo

The Commercial Digital Channel head is responsible of running the channel by the following actions:

- Determine initiatives that contribute directly to the steady growth of the NPS and assigns them to the stakeholders that must accomplish them by managing managers of others.
- Ensure the correct daily performance of the comercial digital channel, coordinating all the areas that integrate this ecosystem to guarantee current service level as well as integrate preventive actions for the future.
- Manage the complete end to end process of incidence resolution in the commercial channel, from individual cases to complete failures by coordinating all participants (technology, prod mgmt, business, products, back offices, call center, branches) since the reception of the cases/events, cuantification of impacts, analysis, attention, communication to traditional channels, to affected customers, resolution process by implementing a new governance model for all those stakeholders.
- Ensure the highest security standard implementation of cyber security initiatives as well as the complete resolution of issues raised by Risk & Control

Activities:

- ** Determine and assign initiatives to accomplish NPS goals: % of time spent 30%**
Identify action pillars to create the strategy that must be followed to accomplish NPS goal (Plan 70) by defining initiatives (impact, action plan, dates, responsibles and track to each one).
- ** Manage strategic actions to improve service level: % of time spent 25%**
Create, control and track service level weekly measurement for the commercial digital channel, including customer view metrics such as hours and customers impacted by major incidents.
Identify and measure problems that affect service level, understanding behaviour of ocurrence and impact to coordinate all the responsibles to bring out actions for the solution. (i.e biologin problems on Mobile)
- ** Establish & Manage the governance model for the resolution of production incidents in an end to end process: % of time spent 15%**
Manage complete business model of incidence resolution process for the commercial channel with general and individual impact by coordinating from an end to end perspective the analysis and resolution with technology, production management, business areas, products, back office, operating areas.
- ** Define and coordinate communication strategies for customers: % of time spent 15%**
Identify stages of the end to end process to stablish initiatives of each of them (preventive to inform when they are going to be impacted by changes for example, reactive at the moment of the failure by notifying traditional channels, social media, stores and after the event as damage control).
- ** Ensure the highest security standard implementation of cyber security initiatives % of time spent 15%** by coordinating with Fraud prevention and technology areas as well as the complete resolution of issues raised by Risk & Control with the business.

**Experience**:

- Administrative bachelor degree on busniess management, administration, finance or related, preferable postgraduated degree.
- Experience: 10 years of experience Digital or similar management role or position
- Excellent analytical skills, decision making, strategic thinking, and leadership abilities
- Excellent presentation and interpersonal skills, organized and goal driven,
- Global Management skills
- Proficiency in negotiations, operational management and implementation
- Ability to problem solve and teamwork
- English professional working proeficiency

Other Skills:

- Effective communication and fluently with all types of personalities, with people from different teams and skills.
- Excellent analytical skills, decision making, strategic thinking, and leadership abilities
- Proficiency in negotiations, operational management and implementation
- Manages managers and managers of others
- Negotiation skills to promote team work to accomplish common goals
- Important to have customer perspective to prioritize efforts and understand user experience
- Resilience
- **Job Family Group**:
Product Management and Development
- **Job Family**:
Product Management
- **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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