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Institutional Customer Service Manager

hace 3 meses

Bogotá, Bogotá D.E., Colombia Citi A tiempo completo

The Institutional Customer Service Manager is an intermediate management-level position responsible for providing full leadership and direction of a team to provide client resolution and support in coordination with the Customer Service team.

The overall objective of this role is to ensure the seamless delivery of customer service support to external clients.

Responsibilities:

  • Manage Customer Service unit typically consisting of multiple teams of nonexempt staff performing related tasks (e.g., customer service, training, business planning and analysis)
  • Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
  • Provide solutions and influence decisions with potential for broader organizational impact
  • Contribute to the development of new customer service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact
  • Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels
  • Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact
  • Lead or support special projects and/or task forces and negotiate with external parties, as needed
  • Deliver a highquality service experience across the client base and inform clients of ongoing market initiatives

Qualifications:

  • 58 years of previous experience in call center management preferred
  • Previous experience in financial services preferred
  • Proven selfreliance, selfmotivation, and accountability to complete objectives with limited supervision
  • Demonstrated ability to lead teams to deliver results
  • Ability foster a work environment of coaching, feedback and open communication
  • Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction
  • Demonstrated organizational and problemsolving skills
  • Able to work successfully in a highpressure environment and closely with peer group

Education:

  • Bachelor's degree/University degree or equivalent experience
  • English proficiency is required
  • Experience managing teams is required (minimum 3 years)
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Job Family Group:

Customer Service

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Job Family:

Institutional Customer 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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