Gerente de Atención de Quejas C11 - Tlahuac, México - Citi

Citi

Empresa verificada

Tlahuac, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

The Ops Sup Sr.

Supervisor is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team.

The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.

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:

25 years of related business experience including at least oneyear supervisory experience
Proficient in Microsoft Office
Proactive leadership and motivational skills
Proven organization and time management skills
Demonstrated problemsolving and decisionmaking skills
Consistently demonstrates clear and concise written and verbal communication skills

Education:

Bachelor's degree/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.

Requisitos
Manejo de Paquetería Office (Access y Excel avanzado) deseable

Conocimiento de plataformas Citibanamex (CACS, ECS, ALS, Admwin, S404, S800, S500, S016). Deseable

Experiência de 5 años en Operaciones de crédito.

Conocimiento de productos de Captación y Crédito.

Conocimiento en servicios de portabilidad. Deseable

Experiência en Buro de Credito y REDECO.

Análisis de resultados de indicadores operativos.

Disponibilidad de horario

Trabajo independiente y en equipo

Competencias Requeridas
Habilidad de análisis para la resolver problemas

Organización y planeación

Orientación de servicio al cliente

Trabajo bajo presión

Servicio al cliente

Control de procesos

Capacidad de administrar un equipo de trabajo

Habilidades de negociación comunicación y liderazgo

Responsabilidades
Responsable de la resolución de quejas relacionadas a productos y servicios de Buro de Crédito, Redeco, Cobranza, Débito y Crédito

Asegurar la resolución de quejas de acuerdo con los plazos establecidos por el regulador y las políticas internas.

Interacción con áreas operativas, tecnológicas y de negocio para atender las quejas de los clientes.

Participación en proyectos buscando optimizar procesos

Identificar riesgos operativos e implementar controles asegurando el cumplimiento de politicass internas.

Atencion de autorías internas y del regulador

Supervisión y administración continua del personal responsable de la atencion de quejas cumpliendo con las políticas internas y del regulador.

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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.

View the "
EEO is the Law" poster. View the
EEO is the Law Supplement.

View the
EEO Policy Statement.

View the **Pay Transparency Posting