Service Manager - Metepec, México - Citi

Citi

Empresa verificada

Metepec, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

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
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:

58 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.

Amplio conocimiento de políticas, estándares y metodologías de administración de riesgo y control.
Seguimiento a auditorias y enlace con áreas de control.
Interacción con áreas como ICRM, Compliance, Fairness, IBCO entre otras.
Preferentemente experiência en Contact Center.

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Job Family Group:

Customer Service

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Job Family:

Service

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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.

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EEO is the Law Supplement.

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EEO Policy Statement.

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