Tts Client Ops Latam Commercial Cards Quality and

hace 2 semanas

Bogota, Colombia Citi A tiempo completo

**Job Background/context**:
Treasury and Trade Services (TTS) offer industry-leading Cash Management & Trade solutions to multi-national corporations, financial institutions and public sectors globally. Commercial Cards is a rapidly growing product in the TTS suite of products and has been identified as one of the top priority products within TTS business. The Commercial Cards business caters for over 700 corporate clients across 11 markets in LATAM with annual growth of circa 20% year on year, in the next 2 years.

The role reports solely to the Regional Commercial Cards Ops Head for LATAM, and is a member of the LATAM Operations Group Management Team. Additionally there is a close working relationship with the Commercial Cards Global Fraud Risk Management core group. Commercial Cards Operations is closely aligned to Product, Sales, Account Management, Implementations, Capabilities, and Technologies, and there are many interactions with these groups.

The Operations Group currently has a footprint as follows:

- Regional (cross-border) card issuance - Tampa (Citi, core leadership, process and project roles), Sykes (Costa Rica and Curitiba, BR- client and cardholder service delivery), and Chennai & Mumbai (TCS and Hexaware, third party - Customer Inquiry Fulfillment Back Office and processing center).
- In-market issuance - Central America, DR, Colombia and Peru
- This team supports a card base of 150,000 Commercial cards in a growing market.

**Key Responsibilities**:

- Reviews performance on a monthly basis and calculates and/or analyses performance trends.
- Develops non-routine procedural documentation, guidelines, manuals, and reports for all the service teams.
- Works with the different service teams to address and resolve broader quality issues. Applies professional judgment when interpreting quality review data.
- Provides quality and training guidelines to the different service teams to support and assure the best service through the different channels.
- Contributes to the development of new quality techniques, models, and plans.
- Recommends and implements process improvements; prepares detailed, analytical reports as needed.
- Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals.
- Identifies performance issues and develops improvement action plans.
- Recommends specific action items to improve quality.
- Provides judgments and recommendations to management based on quality reviews.
- Applies good understanding of how the team interacts with others in accomplishing the goals of the area.
- Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data.
- Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Limited but direct impact on the business through the quality of the tasks/services provided.
- Ensures work output is consistent and achieves the required quality standard by maintaining attention to detail and adherence to organizational processes
- Uses wide discretion to develop complex procedural documentation, guidelines, manuals, and reports for the different service teams.
- Applies in-depth knowledge, contributing to the development of new techniques and processes and for the area or function.
- Provides guidelines for the service teams in relation of the training process and documentation. Assures the vendors complies with the training guidelines established for the commercial cards service in the region.
- Review the communication model for the service team within commercial cards; establishing tools, channels, roles & responsibilities.
- Ensure the alignment within the team and the service is provided with accurate and updated information & documentation
- Supports and assures control processes needed to provide best in class service to Citi Commercial Cards customers.

**Citi Values**:

- Consistently lead and be a driving force in the organization’s support of the O&T Operating Principles and how these are reinforced in every day behaviors.

**Knowledge/Experience**:

- Understanding of customer life-cycle, from Sales, through to Implementation, Service Delivery and Account Management
- Cards industry/business/operations experience, Citi or major competitor experience
- Process improvement, from concept and thought leadership stage to full execution, end-to-end
- Excellent influencing, communication, presentation and motivational skills
- Superior ability to drive the achievement of results

**Skills**:

- Effectively prioritize time & manage deadlines
- Knowledge of credit and debit card markets, products and processes within an Operations/Customer Service Dept.
- Ability to learn or have experience using Web Tools used for Commercial Cards
- Self-motivated, highly energetic, analytical problem solvers, and possess good relationship management skill
- Highly articulate, with influe

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