Role at a glance
- Job function
-
Customer Support & Contact Center Customer Support
- Salary
- Not Disclosed
- Location
- Ciudad De Mexico Distrito Federal Mexico
- Work arrangement
- Hybrid
- Employment
- Full-time
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Role Summary
Leads customer-service teams and coordinates in-person service operations. The role focuses on team performance, staff development, service-process improvement, and the handling and reporting of service issues.
What You'll Do
- Manage team performance against quality and productivity standards, and address complex customer-service issues.
- Recruit, coach, mentor, and develop employees and leaders, including contributing to succession planning.
- Recommend and implement changes to customer-service procedures and processes.
- Coordinate CARE service strategy and goals, prepare service information and reports, and maintain related guidelines and materials.
- Follow up on service issues and responses to authorities, and support audits and reviews of in-person service operations.
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
Requires relevant experience and people-management experience in a related role; project management, communication and presentation, influencing, and relationship-management skills; Excel and database skills; and, for the stated function, certification through CENEVAL or UNAM. A bachelor's/university degree or equivalent experience is specified. The posting also lists customer-service orientation, analytical and problem-solving ability, and experience with Afore and financial-services advising and promotion.
Required
- Intermediate-to-senior experience in a related role with commensurate people-management experience
- Proficient project management skills
- Effective written and verbal communication and presentation skills
- Influencing and relationship-management skills
- Office software skills, including Excel databases
- CENEVAL or UNAM certification
- Customer-service orientation, analytical ability, and ability to develop solutions
- Experience in Afore and financial-services advising or customer service, and promotion of Afore and financial services
Preferred
- Call center management experience
- Proficient knowledge of basic bank products such as deposit accounts, credit cards, and time deposits
- Knowledge of preferred-service processes for Afore and financial products
Original job description
Content provided by the employer
Original job description
Content provided by the employer
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.
El Coordinador de Atención Presencial es un puesto donde se requiere:
- Definir, coordinar, y comunicar la estrategia de servicio con los Gerentes de CAREs.
- Desarrollo de información para presentaciones para sesión con Directores Divisionales, Negocio y Gerentes.
- Revisión y desarrollo de respuestas para Oficios CONSAR y Condusef.
- Control de visitas y gastos de Asesor Móvil.
- Diseñar y analizar informes para atender los requerimientos de la Subdirección de Servicio
- Análisis y actualización de lineamientos relacionados con los procesos internos de la Subdirección de Servicio.
- Revisión puntual y detallada de las respuestas otorgadas a autoridades relacionadas con los procesos de servicio, tales como el re-enrolamiento, resarcimiento de recursos, etc.
- Seguimiento y revisión a la elaboración de materiales para brindar capacitación a CAREs en temas de procesos internos que mantener actualizado al personal de CAREs.
- Optimización de procesos para reducción de costos en CAREs.
- Garantizar el cumplimiento de metas definidas por la Subdirección y Dirección en CAREs.
- Asegurar que publicidad Normativa de CAREs se encuentre actualizada.
- Seguimiento y solución de problemáticas reportadas por los Gerentes y Asesores Previsionales de CAREs para brindar solución a clientes.
- Elaboración y entrega de información para reportar niveles de servicio de forma trimestral .
- Elaboración y entrega de información para reportar las Acciones implementadas para mejorar la Atención y el Servicio de las Personas Adultas Mayores a través del Protocolo de Atención del Adulto Mayor de forma trimestral.
- Desarrollo de personal staff de servicio.
- Gestión integral de las observaciones realizada por el BOF en las visitas a CAREs o revisión de procedimientos internos.
- Atención a auditorias y revisiones internas y externas en materia de atención presencial en los
Requisitos:
- Mínimo 5 años de experiencia en atención al cliente presencial, conocimiento de procesos de servicio preferente en productos de Afore y Financieros.
- Manejo de paqueteria Office (Excel: Bases de datos)
- Enfoque a resultados
- Facilidad de comunicación verbal y escrita
- Proactivo con enfoque a resultados
- Empático
- Orientación de servicio a clientes
- Tolerancia a la frustración
- Capacidad de análisis y desarrollo de soluciones
- Movilidad
- Experiencia y gusto por la asesoría previsional
- Experiencia en la promoción de servicios de Afore y Financieros
- Experiencia en atención y/o asesorías Afore
- Generación de contactos
Para el desempeño de la función es necesario aprobar la certificación ante CENEVAL o UNAM.
Licenciatura terminada / Experiencia equivalente
Favor de adjuntar CV actualizado
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Job Family Group:
Customer Service------------------------------------------------------
Job Family:
Service------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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About the company
Citi
Large Enterprise
Citi is a global financial services corporation that offers a wide range of financial products and services, including consumer banking, credit, investment banking, and wealth management. With a presence in nearly 100 countries, Citi serves millions of customers, from individuals and small businesses to large corporations and governments. The company is dedicated to innovation and sustainability, actively working to support economic growth while addressing environmental and social challenges. Citi’s commitment to providing exceptional service and fostering diverse talent makes it a prominent choice for students aspiring to build a career in finance and banking.