Customer Service Sr Manager

The 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 maintain partnership relationships with different areas such as Onboarding, Service managers, Technology, Sales, Product, Service and Operational Readiness, to solve or escalate Electronic Banking issues regionally or globally when required. Analyze, document, and make recommendations for changes to existing or new business process to senior management or external clients, leading short and long-term projects which drives the proposed changes.

Provide high quality support services consistently across all supported countries and lead the DCS group for the largest geography in the region from the Service Standpoint.

**Responsibilities**:

- Understand the client needs to guide them and use effectively all the information systems to bring the client information online about both local and international products of Digital Channels & Capabilities.
- Provide high Class service to the top tier corporate clients, identifying root causes and implementing action plans to improve customer experience with electronic banking Platforms.
- Ensure delivery of high-quality service.
- Provide quality response to client’s inquiries by meeting time requirements, quality information, security, and confidentiality, regarding service response.
- Oversee compliance relative with confidential information.
- Identify opportunities to develop process improvements.
- Identify, escalate, and drive resolution of problems with the electronic banking platforms.
- Ensure all requirements received and sent to the customer follow the proper controls allowing for traceability in customer service process.
- Support regional & Local project regarding digital channels, capabilities, and products (platforms migration, new enhancements implementation, etc)
- Generate statistical reports to regional sales manager regarding digital channels, capabilities, and product support request made by top tier corporate clients.
- Leading ongoing projects or initiatives as assigned by management
- Perform analysis of current and proposed technology and business processes
- Document findings and make recommendations to management for potential technology builds or process changes
- Lead the day-to-day operation of the Digital Client Support Group in the Hub
- Act as the senior Escalation Point for Digital Channels, Capabilities, Products in Country
- Proactively managing a regional portfolio of client service relationships and ensuring clients are satisfied with and trained on Digital Channels, Capabilities, and Products.
- Taking local ownership of digital platform issues and facilitating their resolution; engaging Citi business partners, leading a team in focusing on issues and identifying opportunities to further differentiate Citi as an industry-leading service provider.
- Acting as an advisor the client’s interest in driving cross-regional and cross-functional process improvement.
- Acting as advisor to Client Sales Management team in identifying potential solutions /opportunities to address client needs.
- Providing global/regional/local support and guidance to service partners to ensure a seamless client experience across regions.
- Driving metrics and participating in communication sessions with all constituents (i.e., Global/local single points of contact and Service Delivery partners) about the metrics.
- Establishing, providing input, and tracking service metrics and service level requirements to achieve business goals.
- Act as mentor for local/global partners in client issues across Latin America

**Qualifications**:

- Education: Bachelor’s degree or equivalent experience
- 8+ yrs of experience in TTS Business, Operations, IT Operations, Customer Service, and/or Service Help Desk environments. Direct experience in managing client relationships.
- Demonstrated ability to provide outstanding client service at a senior level
- Extensive TTS or Electronic Banking product knowledge, including detailed understanding of product functions, operational structure, and support processes
- Experience working with global, multi-region initiatives, projects, and teams, including large matrix organizations
- Team leadership

**Skills**:

- Bilingual - proficiency in English//Spanish, Portuguese is a valued
- Strong analytical skills - the ability to analyze processes and systems, evaluate data, and identify process improvements
- The ability to coordinate and lead colleagues in achieving a common objective
- Exceptionally strong interpersonal and relationship-building skills
- Strong project management and presentation skills, ability to lead cross-functional internal and external teams in meeting both sho