LMS Service

Act as Champion for LMS and Global communications and work with regional champions on both areas initiatives. Reporting to the Global Service LMS and Communications Liaison, this individual will be responsible to support and implement key business initiatives across Service Teams. Provide support on the roll out of key processes that support our business strategy and LMS Service execution framework including: (1) Strategic Planning including Service Metrics; (2) Quality Forums; (3) New Business Initiatives; (4) Internal and External Communications; and (5) supporting the manager on driving Commercialization Initiatives across Service teams. The Customer Service Lead Analyst is a senior-level position responsible for leading client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support. **Responsibilities**: Develop and exercise business plans, policies and procedures as well as projects to improve efficiencies, as needed. Manage a specific product or process within a specific infrastructure area and advise on significant business/product decisions. Analyze operational flow for potential risks and ensure operational execution Oversees complex analyses to identify authentication strategy and procedure gaps. Collaborate with colleagues to implement policies and develop improvements. Organize and coordinate inter - and intradepartmental operations Resolve issues that may arise in a timely manner. Assist in other tasks as assigned. M aintains internal communication channels through a variety of media venues including print, video, audio, and web-based. Utilizes various communication strategies and techniques. Develops creative thinking and communication consulting for assigned projects. **Qualifications**: 10 to 12 years of experience in service and communications. Demonstrated ability to lead, drive results and implement change in a rapidly-changing, goal-oriented environment. Proven problem-solving, organizational and analytical skills. Proven crisis management skills. Understanding of the competitive landscape for TTS and market/regulatory changes impacting the business. Understanding of large-scale processing organizations. Strong understanding of risk management within TTS. Knowledge of the latest trends of reengineering and outsourcing. Strong Management on service capabilities. Strong at process improvement skills / Proficient in workflow analysis, process and systems or analytical thinking. **Education and Qualifications**: Bachelor's degree/University degree or equivalent experience. Strong leadership capabilities. Global mindset & understanding of the region. Demonstrated influence management and relationship skills. Excellent communicator and team player. Ability to work on virtual projects. Strong work ethic, motivation and commitment to the role. Spanish and English Proficiency. Portuguese desirable **Skills**: Ability to partner with TTS Client Operations Latam senior leadership team, The Latam Service & Client Experience team members, as well as key partners for TTS Client Operations (service and Client Experience groups) within Citi, both in Latam and globally. Very good understanding and experience in managing different business functions such as Public Affairs, Branding and Communications. Ability to leverage and thrive within the matrix. Strong analytical, strategic planning and financial skills. Strong execution skills. Excellent Process Management skills. Ability to influence & develop teams to get work done. Ability to work on virtual projects. Excellent communication, interpersonal and leadership skills. Critical thinker and problem solver. Excellent organizational and time-management skills. -------------------------------------------- - **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