Banamex - Service Manager

The Ops Sup Sr. Manager is a senior management level position responsible for accomplishing results through the management of a team or department in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.

Responsibilities:

• Manage professional teams and departments through delegation of tasks and responsibilities
• Conduct performance evaluations, compensations, hiring, disciplinary actions, and terminations of team members as well as maintain appropriate staffing requirements
• Monitor the team’s quality and efficiency of end results and manage all training and development needs of assigned personnel
• Create and develop budget, policy formation and short-term resource planning
• Manage occasionally complex and varied issues with significant departmental impact
• Apply in-depth knowledge of how areas integrate within the sub function as well as coordinate and contribute to the goals of the entire function
• Provide evaluative judgment based on analysis of information in complicated and unique situations
• Ensure essential procedures are followed and contribute to the defining standards
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• Ability to manage teams. 
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 6-10 years of experience with background in Financial Services Industry (Commercial Banking related experience is an advantage)
• Extensive knowledge of the Client Onboarding processes
• Working knowledge of Commercial Liability Account Opening, Maintenance & Anti Money Laundering (AML) Requirements
• Working knowledge of Systematics, Filenet, Citi Know Your Client (KYC), Workforce Management (WFM) and Commercial Liability Products
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Proven organization and time management skills
• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred

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

Objetivo del puesto:

• Fortalecer el liderazgo y desempeño de los equipos gerenciales y operativos.
• Promover una cultura de aprendizaje continuo, capacitación y actualización permanente.
• Impulsar el desarrollo de capacidades, habilidades y competencias del personal.
• Impulsar la mejora continua de los indicadores de satisfacción, retención y Net Promoter Score (NPS).

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Responsabilidades:

• Dirigir y asegurar la ejecución de estrategias operativas orientadas al cumplimiento de objetivos institucionales.
• Impulsar la optimización de procesos, productividad y eficiencia operativa.
• Asegurar la correcta implementación, integración y evolución de programas y servicios.
• Dar seguimiento al desempeño de gerencias y supervisiones, garantizando la ejecución de los planes de trabajo.
• Garantizar el cumplimiento de los niveles de servicio, tiempos de respuesta y estándares de atención establecidos.

• Asegurar la atención oportuna de llamadas, minimizando tiempos de espera y fortaleciendo la experiencia del cliente.

• Monitorear indicadores operativos, identificar desviaciones e impulsar acciones correctivas.

• Establecer mecanismos de seguimiento y control sobre el desempeño de gerentes y supervisores.

• Identificar áreas de oportunidad y generar planes de acción para fortalecer la continuidad operativa.
• Impulsar la adopción y aprovechamiento de herramientas y soluciones tecnológicas para optimizar la operación.
  Identificar oportunidades de automatización, digitalización y mejora de procesos.
• Facilitar la integración de nuevas tecnologías y asegurar su correcta implementación y adopción por parte de los equipos.
• Coordinar la atención y resolución de incidencias operativas y escalamientos tecnológicos.

• Mantener una visión de evolución tecnológica, promoviendo soluciones que incrementen la eficiencia y calidad del servicio. 

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

 

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