Citi Vicepresident - ATMs (Monitor) in Benito Juarez, Mexico
Primary Location: Mexico,Distrito Federal,Benito Juárez
Education: Bachelor's Degree
Job Function: Operations Customer Service
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 17041419
Vicepresident - ATMs (Monitor)
Bachelor’s degree: Administration or Engineering. (Ingeniería Industrial / Matemáticas o Actuaria)
MBA o Maestría en Dirección de Operaciones (deseable).
English 80%Schedule: 9:00 - 19:00 hrs.
Availability to travel - 10%
Successful track record of 2+ years leading a shared services operation serving external clients, with comparable complexity and excellent results.
2+ years of experience working in Operation or Technology for a Financial Institution.
Ability to transfer best practices for contact center operation, either locally or internationally.
Demonstrated leadership and inspiration for a large-scale organization, defining operation strategy and ensuring execution.
Proven achievements regarding increasing organizational engagement and effectiveness, as a lever for improving client service
Relevant experience with a major migration program is a plus
Outstanding passion to drive value for clients and co-workers.
Experience with crisis management scenarios and turnarounds under unique, tight and dynamic situations.
Outstanding interpersonal & influencing skills across business, operations, technology and global teams (trusted partner).
Strong ethics & control culture
Proactive identifying industry and operational trends to lead transformation and growth.
Demonstrated team management of over 150+ personnel
Define the Monitor ATM Center service strategy, by optimizing client segment needs for ATMs Strategy and aligning human, financial, operational and infrastructure resources to this end.
Successfully lead a medium-scale operation (11 Direct Staff + 100 NEMs non FTE) servicing external clients, in partnership with workforce management team, to ensure preparedness and availability. Define and achieve SLAs with vendors.
Ensure top employee engagement levels among teams who perform routine work, sometimes with unsatisfied customers.
Support Client disputes of ATMs functionalities, through partnership with business teams, understanding competitive strengths of the business team.
Currently, Monitor ATM Center include coordinate to fix failures, special attention to Payroll Clients, measurement the Vendor performance.
Involve fully in crisis management committees, to limit client impact to unexpected events. Sound decision making and trade-offs when managing response.
Act as “sounding board” of business decisions and anticipate customers’ potential responses to disputes. Provide real time feedback on successes / challenges of specific actions.
Establish services agreements with each of the business units it serves to assure the highest customer service levels performance from the ATMs Operation in coordination with the other segments heads.
Identified problems and risks in the operation to ensure an accurate and complete escalation process notifying the impacts for the operation and customers.
Drive standardization of activities including the identification of productivity and efficiency
Lead and Support reengineering projects to improve productivity, improve controls and quality of key activities
Ensure there is a strong culture of high integrity, ethics and meritocracy.
Provides informal guidance or on-the-job-training to team members.
Apply in-depth disciplinary knowledge to contribute to the development of new techniques, models and the improvement of processes and work-flow for the area while providing value added perspectives or advice.
Develop analytical support working with local business teams and others partners.
Apply analytical thinking and knowledge of data analysis tools/methodologies when interpreting information and results.