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Digital Channels Head

hace 2 meses

Xico, México Citi A tiempo completo
About the Role

The Commercial Digital Channels Head is a critical leadership position responsible for driving the success of Citi's digital channels. This role requires a strategic thinker who can develop and implement initiatives to enhance customer experience, improve service levels, and ensure the highest security standards.

Key Responsibilities
  1. Determine and Assign Initiatives: Identify action pillars to create a strategy that aligns with NPS goals, define initiatives, and assign responsibilities to stakeholders.
  2. Manage Strategic Actions: Create, control, and track service level weekly measurements for the commercial digital channel, including customer view metrics.
  3. Establish and Manage Governance Model: Develop a comprehensive business model for incidence resolution, coordinating analysis and resolution with technology, production management, business areas, products, and back offices.
  4. Define and Coordinate Communication Strategies: Identify stages of the end-to-end process to establish initiatives for each stage, including preventive and reactive measures.
  5. Ensure Cyber Security Standards: Coordinate with Fraud prevention and technology areas to implement cyber security initiatives and resolve issues raised by Risk & Control.
Requirements
  • Administrative bachelor's degree in business management, administration, finance, or related field.
  • 10 years of experience in digital or similar management roles.
  • Excellent analytical skills, decision-making, strategic thinking, and leadership abilities.
  • Excellent presentation and interpersonal skills, organized, and goal-driven.
  • Global management skills, proficiency in negotiations, operational management, and implementation.
  • Ability to problem-solve and work in a team.
  • English professional working proficiency.
Other Skills
  • Effective communication and fluency with all types of personalities.
  • Excellent analytical skills, decision-making, strategic thinking, and leadership abilities.
  • Proficiency in negotiations, operational management, and implementation.
  • Manages managers and managers of others.
  • Negotiation skills to promote teamwork to accomplish common goals.
  • Customer perspective to prioritize efforts and understand user experience.
  • Resilience.