Service Manager

hace 2 semanas

Puerto Vallarta, México Citi A tiempo completo

The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.

Responsibilities:

Resolve issues that include uncommon and complex situations with significant organizational impact Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc. Develop leaders by providing guidance and mentorship in conjunction with succession planning Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities Recommend new work procedures and contribute to the development of new customer service techniques, models and plans Drive organizational change through innovation and process improvement, eliminating friction points for team Achieve team performance excellence to ensure high quality and high volume productivity Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff 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. Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.


Qualifications:

5-8 years of relevant experience Intermediate to senior level experience in a related role with commensurate people management experience Call Center management experience, preferred Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred Proficient project management skills Effective written and verbal communication and presentation skills Influencing and relationship 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.

Calificaciones

• Manejo de personal

• Trabajo en equipo

• Trabajo bajo presión

• Desarrollo de estrategias

• Amplio conocimiento de Paquetería de Office

El Gerente de Operación y Control (GOC) tiene como objetivo estandarizar las operaciones de las sucursales, asegurando el cumplimiento del Modelo de Atención y Servicio, Políticas Corporativas, Estándares de Control y Código de Conducta; los principales objetivos son:

• Implementación y aseguramiento del cumplimiento de los procesos y modelos de servicio de la sucursal.

• Mejora de la experiencia del cliente.

• Mejora del entorno de Control en la sucursal.

• Velar por el cumplimiento de políticas y estándares en la sucursal.

Funciones y responsabilidades:

a) El GOC es responsable de asesorar y reforzar los conocimientos del personal de la sucursal para la correcta ejecución de los procesos y modelos de servicios requeridos para operar.

b) El GOC supervisa e implementa acciones de mejora para mejorar los indicadores de Satisfacción y Experiencia del Cliente, velando por el cumplimiento de las capacitaciones por puesto, asegurando el correcto funcionamiento de la infraestructura para la operación de las sucursales, monitoreo y escalamientos por fallas tecnológicas y de infraestructura, y garantiza que todo el personal de las sucursales tiene las facultades de sistemas operativos correspondientes.

c) El GOC es responsable de validar que el ambiente de control se encuentre dentro de los niveles de umbral de riesgo establecidos por CitiBanamex; mediante la ejecución de revisiones de control periódicas y atendiendo inquietudes planteadas por otros evaluadores (BOF, IA, reguladores externos, etc.).

El Gerente de Operación y Control (GOC) debe contar con amplio conocimiento de procesos y normatividad.

*Residente Puerto Vallarta

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

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