Senior Operations Support Manager

hace 1 mes


Metepec, México Citi A tiempo completo

Citi is seeking a Senior Operations Support Manager to lead and mentor a team of employees in an effort to provide operations support services.

**Job Overview:**

The successful candidate will have 2-5 years of related business experience including at least one-year supervisory experience. They will be proficient in Microsoft Office, possess proactive leadership and motivational skills, proven organization and time management skills, and demonstrated problem-solving and decision-making skills.

**Key Responsibilities:**

Lead and mentor a small Operation Support team (typically up to 10) through delegating daily tasks and responsibilities as well as recommending new work procedures to help streamline operations
- Conduct training, monitor quality and quantity of team work and provide feedback on performance, including making recommendations on pay increases, promotions, terminations, etc.
- Analyze Operations information and make evaluative judgements to solve problems
- Responsible for Identifying and resolving routine problems and operational issues with broader departmental impact within established procedures
- Identify hiring needs to ensure adequate staffing
- Serve as a backup for manager, as needed
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and/or other team members.
- Ability to manage teams.
- 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 and Skills:**

Bachelor's degree/University degree or equivalent experience
- Conocimiento de DIALER (Marcadores Predictivos)
- Conocimiento de Dashboards y Reportería (Access, Excel)
- Capacidades de Negociación con Proveedores
- Manejo de KPIS del marcador predictivo (Saturación, Intensidad, Penetración)
- Gestión de Riesgos y Controles
- Mejora Continua
- Comunicación Efectiva y Asertiva
- Toma de decisiones
- Administración del tiempo
- Análisis de información y KPIs
- Trabajo bajo presión
- Liderazgo
- Proactividad
Salary: Estimated salary range: $80,000 - $110,000 per year, depending on experience.

**About Citi:**

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.



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