Citi Vicepresident - ATMs (Monitor) in Benito Juarez, Mexico

  • Primary Location: Mexico,Distrito Federal,Benito Juárez

  • Education: Bachelor's Degree

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 17051471


Vicepresident - ATMs (Monitor)

Bachelor’s degree: Administration or Engineering. (Ingeniería Industrial / Matemáticas o Actuaria,Licenciatura en informática, Ingeniería en Sistemas, o Licenciatura o Ingenierías similares)

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

  • Team player.

Main Responsibilities:

  • 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.