Sr. Regional Service Manager
hace 1 semana
The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients.
**POSITION OBJECTIVE**:
Responsible for a complex and top-revenue High Intensity Clients portfolio acting as their advocate and owning the client experience relationship end to end. Simplify the client experience and eliminate delays by taking ownership of cross-regional and cross-functional issues, navigating the regional and global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes. Focus on proactive service management through relationship, scorecard, combined with a detailed understanding of the client’s business and unique Treasury requirements. Partner with Account Management-TTS Sales, GSG, Product and other partners to ensure alignment of service experience for the client.
The Sr. RSM will define regional and local service strategies and will perform roll out plans according to global definitions and/ or market & client’s conditions. She/he owns service processes for Low Value and High Value clients. He/ she proactively act upon issues identification process, CAR calls, and perform analysis and resolution on behalf of High Value client-base. He/she will be the escalation point for service delivery issues and will lead root cause analysis, definition, and execution of process improvement programs throughout all Latin American organization based on HI Clients portfolio assigned. He/ she proactively advise on service needs and pursue service enhancements through cross functional reviews. Will work on warning & control data analysis of investigations and client calls.
In addition, the Sr. RSM will be accountable for reviewing segmentation evolution, High Value service implementation plans, as well as for client surveys results, evaluating and monitoring performance data against service delivery. She/He will be also responsible to identify and implement action plans to improve productivity and service effectiveness.
**PRINCIPAL RESPONSIBILITIES**:
Using present tense verbs, list the responsibilities of this position with regard to the development and/or implementation of plans, programs, goals, organization structure, customer relations; the management of department, staff, accounts, investments, operations, processes, controls; and the services provided (sales, consultation, internal, external, others). Make sure responsibilities are rank-ordered to importance. **Think in terms of the following competencies: Technical, Business, Intellectual and Interpersonal.**
**Qualifications**:
- Management and Leadership skills
- Deep Knowledge of TTS products
- Strategic Planning
- Strong Management on service capabilities
- Strong at process improvement skills / Proficient in workflow analysis, process and systems or analytical thinking.
- Excellent written and oral communication skills and effective in working cross functionally
- Very good knowledge of risk, compliance, corporate policies, and procedures
- Proved Spanish and English Proficiency (Intermediate/Advance Business English Proficiency)
- Portuguese desirable
**Education**:
- Bachelor's degree/University degree or equivalent experience
- Master's degree preferred
**PC skills, technological proficiency and systems knowledge or other required qualifications**:
- Ability to use standard software suites, collaboration, and communication tools. Also, understand Digital capabilities, QMA and other Client Tracking capabilities to track and monitor interactions with Clients.
- Proficiency in analytical tools is necessary.
- Understanding of ICG Tools for Client Satisfaction Tracking and Action Plans monitoring
**Previous experience desired to perform this job (Departments, positions and years in each one)**
- 10+ years of Senior experience in providing outstanding client service delivery in an operations, sales or management environment.
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer Service
- **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.
View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.
View the **EEO Policy Statement**.
View the **Pay Transparency Posting
-
Customer Service Sr Manager
hace 6 días
San Vicente Ferrer, Colombia Citi A tiempo completoThe role is a manager of the Digital Client Support team for the Colombia Service Hub. The Customer Service Manager of Digital Channels will be responsible of leading a team of service officers that support Corporate Clients in their service inquiries regarding Electronic Banking products, ensuring the highest level of quality of service. Develop and...
-
Regional Core Service
hace 2 días
San Vicente Ferrer, Colombia Citi A tiempo completoThe Customer Service Senior Group Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support...
-
Regional Program Manager
hace 4 días
San Vicente Ferrer, Colombia International Rescue Committee A tiempo completo**Requisition ID**: req27043 **Job Title**:Regional Program Manager **Sector**:Program Administration **Employment Category**: Regular **Employment Type**: Full-Time **Open to Expatriates**: Yes The Latin America Region: IRC’s Latin America Region is comprised of three population-based responses to regional crisis: 1) the Venezuela Crisis including...
-
Regional Bpo Manager
hace 2 días
San Vicente Ferrer, Colombia DHL A tiempo completo**Requisitos**: - Minimum of 5 years working experience in an international logistics environment in transport and operations roles - Minimum of 2 years working experience of delivering complex projects and programs - Minimum of 4 years working experience in working with consultancy and other DHL divisions Idioms: - English required advanced level -...
-
Service Manager
hace 6 días
San Vicente Ferrer, Colombia Citi A tiempo completoThe 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...
-
Sr Manager, Client Care
hace 3 días
San Vicente Ferrer, Colombia Visa A tiempo completoCompany Description Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure...
-
Sr. Manager, Training
hace 18 horas
San Vicente Ferrer, Colombia Sutherland A tiempo completoSutherland is seeking an attentive and goal-oriented person to join us as Sr. Training Manager of Consultant Learning Services. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! **The role will...
-
Administrador N2 Service Manager 7x24-trabajo Remoto
hace 1 semana
San Vicente Ferrer, Colombia INDRA A tiempo completo**Un lugar para ti** Trae tu talento a una compañía global de consultoría y tecnología, con presencia en los 5 continentes y más de 40.000 profesionales. Trabajarás en un entorno de soluciones y servicios innovadores para nuestros clientes en los principales sectores de actividad, aportándoles valor añadido. Participarás de la transformación de...
-
Service Delivery Manager
hace 3 días
San Vicente Ferrer, Colombia Blackboard A tiempo completo**Service Delivery** *** **Manager** **Bogota** **, Colombia** **ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED** **The Opportunity**: Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. The company’s mission is to provide dynamic, data-informed experiences to the global education...
-
People Operations HR Manager-regional
hace 3 días
San Vicente Ferrer, Colombia Smiths Interconnect A tiempo completo**People Operations HR Manager-Regional**: - Location - Latin America, Colombia, Bogota - Job Reference - GROUPLATAM00020 - Job Type - Full Time - Job Function - Human Resources - Acerca de NosotrosSmiths is always looking for curious minds, for new colleagues who want responsibility and relish a challenge. Those who would like to use their talents to help...
-
Payroll Sr Supervisor
hace 3 días
San Vicente Ferrer, Colombia Citi A tiempo completo**Responsibilities**: The Payroll Sr Supervisor supervises a medium payroll team with full leadership and/or supervisory responsibilities of support staff. Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions. Maintains required service levels and performance goals. Ensures the...
-
Customer Service Sr Supv
hace 18 horas
San Vicente Ferrer, Colombia Citi A tiempo completoThe Customer Service Senior Supervisor 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...
-
Sr React Engineer
hace 2 días
San Vicente Ferrer, Colombia Truelogic Software A tiempo completo**Project Description**: Reporting to the Engineering Manager, you will be responsible for owning the logged out experience, front-end and back-end architecture, building scalable web experiences and partnering with Product Manager, Product Analysts, Designers and other software engineers to increase our registrations and build apps that provide the best...
-
Ebs Procurement Manager Latam
hace 1 semana
San Vicente Ferrer, Colombia Kenvue A tiempo completo**EBS PROCUREMENT MANAGER LATAM**-2307006634W Description EBS PROCUREMENT MANAGER LATAM Kenvue is currently recruiting for EBS PROCUREMENT MANAGER LATAM. This position reports into BRAND MANAGER R2 and is based at BOGOTÁ - COLOMBIA. **Who We Are** At Kenvue, part of the Johnson & Johnson Family of Companies (Kenvue), we believe there is extraordinary...
-
Edi Support Service Manager Proficient
hace 1 semana
San Vicente Ferrer, Colombia Softtek Information Technology & Services A tiempo completo**About Softtek** Founded in 1982, Softtek is a global provider of process-driven IT solutions with 30 offices in North America, Latin America, Europe, and Asia. With 15 Global Delivery Centers in the U.S., Mexico, China, Brazil, Argentina, Costa Rica, Spain, Hungary, and India. Softtek helps improve and produce predictable outcomes for top-tier...
-
Especialista Sr de Servicio Al Cliente
hace 18 horas
San Vicente Ferrer, Colombia Johnson & Johnson A tiempo completoAt Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity. Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130...
-
Facilities Manager
hace 1 semana
San Vicente Ferrer, Colombia JLL A tiempo completoAbout JLL - We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an...
-
Sr Product Manager
hace 2 días
San Vicente Ferrer, Colombia Novartis A tiempo completo1.066.824. That’s the number of patients we reached in 2021. We want curious, courageous and collaborative people like you to join our inspiring environment. Here you’re given opportunities to make a genuine impact on our patient driven mission. Here you’re surrounded by people who share your determination to tackle the world’s toughest medical...
-
Finance Manager Maz
hace 2 días
San Vicente Ferrer, Colombia Elanco A tiempo completoEducation : EQUIVALENTEXPERIENCE **As a leading global animal health company, Elanco delivers innovative products and services to improve the health of pets and farm animals around the world because we believe making animals' lives better, makes life better. Since 1954, we have provided solutions that support veterinarians, farmers and pet owners to advance...
-
Sr. Consultant, Implementation Manager
hace 7 días
San Vicente Ferrer, Colombia Visa A tiempo completoCompany Description At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the...