Intermediate Regional Service Manager

The 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.

**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.

**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.**:

- Resolve issues that include uncommon and complex situations with significant organizational impact
- Recommend new work procedures and contribute to the development of new customer service techniques, models and plans
- Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.

**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/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

**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, preferentially in TTS organization.
- **Job Family Group**:
Customer Service
- **Job Family**:
Service
- **Time Type**:
Full time
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