Service Manager

hace 5 meses

Puerto Vallarta, México Citi A tiempo completo

The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.

**Responsibilities**:

- 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
- 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.

**Qualifications**:

- 5-8 years of relevant experience
- Intermediate to senior level experience in a related role with commensurate people management experience
- Call Center management experience, preferred
- Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
- Proficient project management skills
- Effective written and verbal communication and presentation skills
- Influencing and relationship management skills

**Education**:

- Bachelor's/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Calificaciones
- Manejo de personal
- Trabajo en equipo
- Trabajo bajo presión
- Desarrollo de estrategias
- Amplio conocimiento de Paquetería de Office

El Gerente de Operación y Control (GOC) tiene como objetivo estandarizar las operaciones de las sucursales, asegurando el cumplimiento del Modelo de Atención y Servicio, Políticas Corporativas, Estándares de Control y Código de Conducta; los principales objetivos son:

- Implementación y aseguramiento del cumplimiento de los procesos y modelos de servicio de la sucursal.
- Mejora de la experiência del cliente.
- Mejora del entorno de Control en la sucursal.
- Velar por el cumplimiento de políticas y estándares en la sucursal.

Funciones y responsabilidades:
a) El GOC es responsable de asesorar y reforzar los conocimientos del personal de la sucursal para la correcta ejecución de los procesos y modelos de servicios requeridos para operar.

b) El GOC supervisa e implementa acciones de mejora para mejorar los indicadores de Satisfacción y Experiência del Cliente, velando por el cumplimiento de las capacitaciones por puesto, asegurando el correcto funcionamiento de la infraestructura para la operación de las sucursales, monitoreo y escalamientos por fallas tecnológicas y de infraestructura, y garantiza que todo el personal de las sucursales tiene las facultades de sistemas operativos correspondientes.

c) El GOC es responsable de validar que el ambiente de control se encuentre dentro de los níveles de umbral de riesgo establecidos por CitiBanamex; mediante la ejecución de revisiones de control periódicas y atendiendo inquietudes planteadas por otros evaluadores (BOF, IA, reguladores externos, etc.).

El Gerente de Operación y Control (GOC) debe contar con amplio conocimiento de procesos y normatividad.
- Residente Puerto Vallarta
- **Job Family Group**:
Customer Service
- **Job Family**:
Service
- **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

  • Bar Manager

    hace 6 meses

    Puerto Vallarta, México Hilton A tiempo completo

    Bar Manager A Bar Manager manages the bar service to offer a high quality, efficient beverage service that adds to a superior Guest experience and is in accordance with licensing regulations associated with alcoholic beverages. **What will I be doing?** As a Bar Manager, you will manage the bar service to offer a high quality, efficient beverage service...

  • Pool Manager

    hace 7 meses

    Puerto Vallarta, México Hilton A tiempo completo

    Pool Manager A Pool Manager is responsible for managing restaurant operations to deliver an excellent Guest and Member experience while training staff and working within budgeted guidelines. **What will I be doing?** As a Pool Manager, you are responsible for managing restaurant operations to deliver an excellent Guest and Member experience. A Pool...

  • IT Assistant Manager

    hace 6 meses

    Puerto Vallarta, México Hilton A tiempo completo

    IT Assistant Manager An **IT Assistant Manager** will be responsible for the day-to-day support of IT systems for business systems, office systems, computer networks, and telephony systems throughout the hotel. **What will I be doing?** As an **IT Assistant Manager** you will support the IT Department in its efforts to ensure the quality and delivery of...

  • IT Assistant Manager

    hace 5 meses

    Puerto Vallarta, México Hilton A tiempo completo

    IT Assistant Manager An IT Assistant Manager will be responsible for the day-to-day support of IT systems for business systems, office systems, computer networks, and telephony systems throughout the hotel. **What will I be doing?** As an IT Assistant Manager, you will supervise the IT Department to ensure the quality and delivery of IT systems for both...

  • Reservations Manager

    hace 7 meses

    Puerto Vallarta, México Hilton A tiempo completo

    A Reservations Manager is responsible for achieving occupancy targets/levels as identified in the annual budget and marketing plan for Reservations. **What will I be doing?** As Reservations Manager, you are responsible for achieving occupancy targets/levels as identified in the annual budget and marketing plan for Reservations. The Reservations Manager...

  • Purchasing Manager

    hace 2 semanas

    Puerto Vallarta, México Hilton A tiempo completo

    Purchasing Manager A Purchasing Manager will work with suppliers to negotiate contracts, purchase required goods, and keep accurate records of transactions, trends, and performance with vendors. **What will I be doing?** As Purchasing Manager, you will work with suppliers to negotiate contracts, purchase required goods, and keep accurate records of...

  • Purchasing Manager

    hace 2 semanas

    puerto vallarta, México Hilton Worldwide, Inc. A tiempo completo

    Job Description - Purchasing Manager (HOT0B48L) Work Locations Hilton Vallarta Riviera All Inclusive ResortCarretera Barra de Navidad Km 4.5, Zona Hotelera SurPuerto Vallarta 48390 A Purchasing Manager will work with suppliers to negotiate contracts, purchase required goods, and keep accurate records of transactions, trends, and performance with vendors....

  • Purchasing Manager

    hace 2 semanas

    puerto vallarta, México Hilton A tiempo completo

    A Purchasing Manager will work with suppliers to negotiate contracts, purchase required goods, and keep accurate records of transactions, trends, and performance with vendors.What will I be doing? As Purchasing Manager, you will work with suppliers to negotiate contracts, purchase required goods, and keep accurate records of transactions, trends, and...

  • General Manager

    hace 6 meses

    Puerto Vallarta, México JetBlue Airways Corporation A tiempo completo

    **General Manager Airport Operations - International** **Position Summary**: The General Manager (GM) oversees the Customer Service/Airport Operations areas and sets the standard for customer experience. The GM is responsible for the operational performance of the station while achieving or exceeding the established performance measurements. Other...

  • Night Manager I

    hace 3 semanas

    Puerto Vallarta, México Marriott International, Inc A tiempo completo

    **Additional Information** **Job Number**24190595 **Job Category**Rooms & Guest Services Operations **Location**The Westin Resort & Spa Puerto Vallarta, Paseo de la Marina Sur #205, Puerto Vallarta, Jalisco, Mexico, 48354 **Schedule**Full Time **Located Remotely?**N **Position Type** Management **JOB SUMMARY** Serves as the property Manager on Duty and...

  • Attendant-room Service

    hace 6 meses

    Puerto Vallarta, México Marriott International, Inc A tiempo completo

    **Job Number** 23143341 **Job Category** Food and Beverage & Culinary **Location** The Westin Resort & Spa Puerto Vallarta, Paseo de la Marina Sur #205, Puerto Vallarta, Jalisco, Mexico **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Complete closing duties, including storing all reusable goods,...

  • Attendant-room Service

    hace 6 meses

    Puerto Vallarta, México Marriott International, Inc A tiempo completo

    **Job Number** 24044881 **Job Category** Food and Beverage & Culinary **Location** The Westin Resort & Spa Puerto Vallarta, Paseo de la Marina Sur #205, Puerto Vallarta, Jalisco, Mexico VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Complete closing duties, including storing all...

  • Attendant-room Service

    hace 5 meses

    Puerto Vallarta, México Marriott International, Inc A tiempo completo

    **Job Number** 24075901 **Job Category** Food and Beverage & Culinary **Location** The Westin Resort & Spa Puerto Vallarta, Paseo de la Marina Sur #205, Puerto Vallarta, Jalisco, Mexico VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Complete closing duties, including storing all...

  • Runner-at Your Service

    hace 3 semanas

    Puerto Vallarta, México Marriott International, Inc A tiempo completo

    **Additional Information** **Job Number**24190614 **Job Category**Rooms & Guest Services Operations **Location**Marriott Puerto Vallarta Resort & Spa, Paseo La Marina Norte 435, Marina Vallarta, Puerto Vallarta, Jalisco, Mexico, 48335 **Schedule**Part Time **Located Remotely?**N **Position Type** Non-Management *** Test beepers and radios to ensure...

  • Food and Beverage Director

    hace 5 meses

    Puerto Vallarta, México Hilton A tiempo completo

    Food and Beverage Director A Food and Beverage Manager is responsible for managing operations of all Food and Beverage outlets to deliver an excellent Guest and Member experience while training staff and working within budgeted guidelines. **What will I be doing?** As a Food and Beverage Manager, you are responsible for managing operations of all Food and...

  • Hair Stylist

    hace 3 días

    Puerto Vallarta, México Marriott International, Inc A tiempo completo

    **Additional Information** **Job Number**24200967 **Job Category**Spa **Location**The Westin Resort & Spa Puerto Vallarta, Paseo de la Marina Sur #205, Puerto Vallarta, Jalisco, Mexico, 48354 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management *** Provide hair care services such as cut/design, color, and styling to guests....

  • Massage Therapist

    hace 3 días

    Puerto Vallarta, México Marriott International, Inc A tiempo completo

    **Additional Information** **Job Number**24201004 **Job Category**Spa **Location**The Westin Resort & Spa Puerto Vallarta, Paseo de la Marina Sur #205, Puerto Vallarta, Jalisco, Mexico, 48354 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management *** Provide massage services to guests using props and/or products. Provide body...

  • Front Office Agent

    hace 7 meses

    Puerto Vallarta, México Hilton A tiempo completo

    Front Office Agent A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. **What will I be doing?** As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall...

  • Front Office Agent

    hace 7 meses

    Puerto Vallarta, México Hilton A tiempo completo

    A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. **What will I be doing?** As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from...

  • Restaurant Manager

    hace 3 semanas

    Pto Vallarta, Jalisco, México Marriott International, Inc A tiempo completo

    Job SummaryThis Restaurant Manager role is responsible for overseeing the daily operations of our restaurants, bars, and room service. The ideal candidate will have a strong background in hospitality management and be able to lead a team to deliver exceptional customer service.Key ResponsibilitiesSupervise and manage employees to ensure the highest level of...