Citi Ops Support Sr. Group Manager in Tlalpan, Mexico

  • Primary Location: Mexico,Distrito Federal,Tlalpan

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Variable

  • Employee Status: Temporary

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 17047905


Puesto: Ops Support Sr. Group Manager

Claims & Disputes Head / Consumer Ops

Planta: BNM

Lugar de Trabajo:

Periférico Sur No. 6666 PB Col San Bartolo el Chico C.P. 14380 México, D. F.

Horario: Disponibilidad de Horario , preferentemente 9.00 a 19.00 hrs Monday to Friday


Education level:

Minimum Education required

Preferred Level of Education

Area of Emphasis

Bachelor's Degree

Advanced Degree

Administration, Engineering.

Proficient use of english written and spoken

Experiencia requerida y Requisitos indispensables:

  • Successful track record of 10+ years leading a shared services operation serving external clients, with comparable complexity and excellent results. Annual budget of MX 273M

  • Demonstrated performance and talent management of over 600+ personnel

  • Outstanding interpersonal & influencing skills across business, operations, technology and global teams (trusted partner).

  • This executive has to engaged with multiple business heads (remember that Disputes and Complains in Mexico is multi-product), to support their specific service strategies, timely attention and improvement of the customer service process in Disputes and complaints. Key among internal clients are the various Credit Cards products (branded, co-branded), Personal Loans, Payroll Loans, Deposits, Electronic Banking, to highlight the most important ones.

Habilidades Técnicas / Competencias que debe tener el Candidato:

  • Demonstrated leadership and inspiration for a large-scale organization, defining business strategy and ensuring execution.

  • Proactive identifying industry and operational trends to lead transformation and growth Outstanding interpersonal

  • Experience with crisis management scenarios and turnarounds under unique, tight and dynamic situations

  • Strong ethics & control culture

  • Wide knowledge in regulations about clarifications and complaints, as well as propose in the respective committees changes that impact the sector and improve customer experience

  • Successfully lead a large-scale operation (3.2 MM DS + NEMs non FTE ANNUAL) servicing internal clients, in partnership with workforce management team, to ensure preparedness and availability. Define and achieve SLMDs with vendors for complexity functions.

  • Ensure top employee engagement levels among teams who perform routine work, with unsatisfied customers

Objetivo del puesto:

This Role consolidates currently under its scope all the clarifications and complaints, of all the products and services of the Banamex financial group.

This Role has an important role for the regulatory entities, Banco de México, CONDUSEF, IPAV and CNBV.

Funciones principales del Puesto:

Define the strategy in Mexico for the clarification and complaint processes of all the products and services of Banamex Financial Group, subsidiaries and Citi received from customers through the various service channels, as well as ensuring the implementation of the processes of Resolution in compliance with the regulatory policies of global and local entities avoiding reputations risk and mitigating potential financial losses. Additionally, contributing to the definition of global care models to achieve best in class processes


• Average monthly claim volume 164,000 disputes

• Monthly average of clients: 62,000

• Monthly average amount claimed US$ 21.5 million (Risk of Write off)

• Recovery through the process of monthly charges against US$ 4.3 million

Customer Complaints:

• Average monthly claims volume 15,000 complaints per month

CONDUSEF and UNE (Regulatory Entities):

National Commission for the Protection and Defense of Users of Financial Services, This governmental regulatory entity has as one of its main purposes to ensure a fair and equitable relationship between users and financial institutions. Conducef issues quarterly an index known as IDATU, which discloses the efficiency of Financial Institutions in dealing with complaints that users submit to Condusef. Index that directly affects the prestige and recognition of the Brand. This responsibility is under the management of this position.

• Average number of cases / clients per month 1,500

• Monthly average amount claimed US$ 3.6 Million (Risk of Write off)

-Lead and ensure the models of attention of clarifications and complaints of all products in the financial group subsidiaries and citi, to improve the customer experience, avoiding reputational risk and financial losses.

  • Establish in coordination with the different areas of business, product, brands, channels, fraud and back office processes of attention, control and management of clarifications and complaints according to local commercial and interbank policies and regulations.

  • Design and ensure fulfillment of action plans and improvement processes in the attention that mitigate the negative impact on customer experience and reputational risk.

  • Define and ensure actions and controls for the administration of high risk accounts (creditors, debtors, results and bankrupt accounts) to avoid financial losses by disputes processes

  • Establish operational efficiency strategies of the assigned resources contributing to the profitability of the business.

  • Definition of functional, technological, attention, and operational requirements in the systems of registration and attention of disputes.

  • Establish models and indicators of quality and continuous improvement for the areas of contact center, fraud, clarifications, commercial banking.

  • interact with external entities, as regulatory (condusef), master card, visa, other banks, etc. Contributing to the improvement of the regulatory reports and the established standards, with the objective of showing reports really relevant and useful information for the customer benefit

Lugar de Trabajo:

Periférico Sur No. 6666 PB Col San Bartolo el Chico C.P. 14380 México, D. F..

Jornada Laboral:

Disponibilidad de horario, preferente. 9.00 a 19.00 hrs Monday to Friday