Senior Customer Service Operations Manager

hace 21 horas


Xico, México Citi A tiempo completo

The Senior Customer Service Operations Manager plays a pivotal role in driving process improvement and excellence within the Customer Service Function at Citi. This intermediate position is responsible for resolving complex problems and performing in-depth evaluations of processes, procedures, and standards to optimize service delivery.

**Key Responsibilities**:

• Assist with cross-functional projects and assume an informal/formal leadership role within teams to drive process improvements and coach new recruits
• Negotiate and advocate for new techniques and process enhancements through advice, counsel, and facilitation to improve service quality and efficiency
• Evaluate and provide solutions to moderately complex issues with substantial potential impacts on service delivery
• Provide intermediate assistance across areas of the company's customer service function to ensure seamless service delivery

**Requirements**:

• 5-8 years of relevant experience in customer service or a related field
• Intermediate to senior-level experience in a related role with a proven track record of process improvement
• Proficient project management skills to drive cross-functional projects to successful outcomes
• Effective verbal and written communication, coaching, and influencing skills to drive change and improve service delivery
• Demonstrated ability to remain unbiased in a diverse working environment

**Education**:

Bachelor's/University degree or equivalent experience
This job description provides a high-level overview of the types of work performed. Other job-related duties may be assigned as required.

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.



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