BANAMEX-Coordinador de Atención Presencial

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 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 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 de forma trimestral.
• Desarrollo de personal.
• Gestión integral de las observaciones realizada por el BOF en las visitas a CAREs o revisión de procedimientos internos.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.