Service Team Lead

hace 2 semanas


Metepec, México Citi A tiempo completo

The Service Team Lead at Citi is responsible for overseeing the daily workflow of a Customer Service team. This role involves delegating tasks, performing routine activities, and resolving issues that may impact the organization.

**Key Responsibilities:**

• Allocate work for a small Customer Service team (typically up to 10) and serve as the team leader
• Oversee and perform Customer Service activities, including performing routine tasks and resolving a variety of issues
• Evaluate performance and make recommendations for pay increases, promotions, terminations, hiring, etc.
• Recommend new work procedures, as needed
• Make evaluative judgments to solve problems based on analysis of factual information, precedent, and acquired technical experience
• Ensure the entire team meets performance and quality expectations of assigned tasks and is responsible for end results
• Develop communications to exchange ideas and potentially complex/sensitive information
• Assist as a backup manager, 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.

**Requirements:**

• Previous banking related experience required
• 6 sigma, Lean & reengineering experience preferred
• Expert level proficiency in MS Office
• Effective verbal and written communication and presentation skills
• Influencing and relationship management skills
• Proven ability to creatively solve problems
• Proficient project 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.



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