Citi RSU Cluster Head in Mexico

  • Primary Location: Mexico

  • 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: 17038534

Description

Reports directly to the Mexico RSU Head. Manages multiple Business Assistants. Is an expert in the products and capabilities of the business. Develops interaction with several local/regional Operations, Technology, Business and Processing teams in order to process in a efficient way customer and bankers requirements.

Accountable for the ongoing performance of the team and the underlying client satisfaction. Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions. Provides evaluative judgment based on analysis of factual information in complicated and unique situations. Provides in-depth and sophisticated analysis with interpretive thinking to define problems and develop innovative solutions. Focus on releasing sales team time so that they can improve the customer coverage model and make new business.

Partners with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies. This person role is focused in understanding, analyzing and trying to manage a more efficient interaction and processing cycle. He or she will need to anticipate and improve current process to benefit client interaction. Invest time by preventing, rather than solving problems after they happen, proactively managing prerequisites necessary for the client to operate with the bank.

Responsible for creating / setting initial checkings, developing reducing errors before processes leave the unit/ obtaining renewal reports for documents before they expire, coordinate “CAN-list” (deferrals), among others that prevent bank and customer problems during transactions. Develop effective communication e interaction between Business Specialists (client contact), Documentation office, Control Tower and also Bankers among different Estates in Mexico geography. Work collaboratively to help partner areas improve processes that simplify the customer experience and gain productivity, processes Improvements, SLA reduction, etc.

Qualifications

Proficiency in English – Mandatory

Desirable MBA

People and teams management, change management, customer service, Lawrequirements, knowledge in banking policies and procedures and legal documents management.

Negotiation skills.

Availability to travel.3 to to 5 years of demonstrated consistent track record worked as Customer Service Support or Corporate Operations, preferable in Banking industry or banking products, Experience managing large teams

Position requires and deep knowledge of the Corporate Banking products, of the way customers operate on the market and of how the organization works so that the RSU Cluster Head can add value to the customer and solve operational issues promptly.

Soft Skills: Leadership, Influence, and negotiation; Communication, Problem solving; Planning and organizing; Teamwork/Interpersonal; Creativity and initiative; People management; Decision making; Corporate citizenship; Customer Focus.