Collections Sr Supervisor

hace 2 semanas

Ciudad de México Citi A tiempo completo

**Responsibilities**:

- Directly lead a team of 20-25 associates to achieve individual and team performance goals.
- Analyze daily performance indicators (i.e. availability) and communicate with employees, encouraging awareness and performance
- Manage various performance and productivity objectives through the use of call management system, scheduling software, payroll, adherence and other systems
- Provide leadership, guidance and feedback on individual performance using side-by-side coaching, call monitoring and customer
- Create and foster a trusting and engaging work environment with a focus on employee retention
- Ensure a culture of accountability, integrity and respect
- Participate in various group projects and continuous quality improvement activities
- Participate in recruitment activities as needed
- 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**:

- 2-5 years relevant experience
- Direct line management experience in a call center or production environment preferred Bachelor’s Degree or equivalent experience Familiarity and understanding of financial industry preferred Management Skills:
**Education**:

- Bachelor's/University degree or equivalent experience
- Coordinar un equipo de in plants y agencias, garantizando el logro de metas de contención y recuperación que el negocio establezca.
- Mantener un ambiente de control, asegurando que los In plants supervisen de manera adecuada a las agencias
- Realizar visitas sorpresa a los agencias para vigilizar la correcta ejecución de sus instructivos de trabajo
- Trabajar en estrecha colaboración con los Subdirectores y Coordinadores de los otros portafolios implementando mejoras en los procesos.
- Excelente comunicación con las áreas que intervengan en el proceso de autorización de negociaciones agilizando las mismas.
- Trabajo en sinergias con el área de recuperación legal para llegar a negociaciones con los clientes.
- Elaboración mensual de presentación de los resultados del portafolio para la gerencia de producto y Riesgo
- Atención de clientes especiales dirigidos por las distintas Direcciones del Banco.
- Responsable de la elaboración de estrategias, procedimientos, e instructivos de trabajo que simplifiquen las actividades para el logro de las metas del negocio.
- Lectura e interpretación de reportes e indicadores de cobranza, productividad, recuperación, contención.
- Responsable de elaborar el pronóstico de recuperación y contención del portafolio
- Da estrecho seguimiento a los clientes millonarios del portafolio y ayuda a realizar la cobranza de los mismos en conjunto con los In plants y agencias de cobranza
- Evalúa el desempeño de los In plants generado sesiones de retroalimentación formales de manera mensual
- Responsable de la atención de los requerimientos de los reguladores como CNBV, requerimientos de CONDUSEF
- Desarrolla al equipo de trabajo para que tomen nuevas responsabilidades, pero siempre vigilándolos de cerca.
- Elabora proyectos y automatización procesos para mejorar y facilitar las tareas del área
- Orientación a resultados.
- Gestión, control y motivación del personal.
- Resolución de problemas.
- Toma de decisiones.
- Trabajo bajo presión.
- Negociación efectiva.
- Resiliencia y tolerancia a la frustración
- Aplicaciones de Excel y PowerPoint Nível Intermedio
- **Job Family Group**:
Operations - Collections Default
- **Job Family**:
Core Collections
- **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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