Citi KYC Scheduled Reviews Operations SVP 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: No

  • Job ID: 18012443


KYC Scheduled Reviews Operations Senior Vice-President

Job Purpose:

Manage operations of KYC Scheduled Reviews as part of the Mexico Consumer Support Unit. Assure that the operation comply with the local and global AML Policies for the KYC process including the Art 115 of the Credit Institutions Law and CitiKYC Global Policy and those related to this within the Business Support Unit. Meet productivity and quality goals for the assigned work team.

Assure the sustainability plan for Mexico KYC for the processes assigned (number of expired work items and quality index of approved items) and level of customer satisfaction.

Define and execute specific corrective action plans to meet the established objectives and goals. Implement operational changes originated in regulatory, policy, process or technology changes. Interact on a daily basis with the Retail LOB for both individuals and entities type of customers.

Establish, follow-up and document of team development plans, improvement plans, and recognition of good performance, feedback and periodic coaching to the team if necessary. Monitor and correct daily results of productivity, quality and performance.

Job Background/context:

This is a key position to ensure that the daily/weekly/monthly productivity and quality goals are met for the Non Scheduled Reviews processes. In addition, ensure compliance with local and global policies and procedures (KYC and AML) that apply to the assigned processes, looking to improve the customer experience through telephony contacts and other media.

Key responsibilities:

  • Drive results on a daily basis taking care of the “how” (leadership standards).

  • Supervise the team of Managers on charge for the correct operation, execution of planned strategies, assurance of a high performance culture. Implementation of strategies for the correct functioning and measurement of results.

  • Consolidate an effective work team, improving the skills of their staff or developing the existing talents to achieve their objectives, as well as achieve an adequate work environment.

  • Attention and follow-up to all the Control and Government requirements for compliance with the institutional policies and the correct prevention of possible audit issues and timely tracking of the CAPs in the process.

  • Monitor personnel performance and measure operational results.

  • Supervision of the regulatory compliance of the process regarding the PLD and Global CitiKYC Policy in joint interaction with the AML area.

  • Reception of operational scenarios, technological incidents and human resources for its uprising, follow-up and due scaling with Management and instances related to the process and area, such as AML, IBCO, Business, FIU, Technology and Government.

  • Interaction at the Management level, presenting results and proposals for the improvement of the process in charge, through the development of statistical and operational plans.

  • Decision making according to the requirements of Management.

  • Review and monitoring of productivity. Analysis and management of the MIS, for delivery of reports to Management and Global related to the process.

  • Periodic feedback and assignment of performance rating to Managers.

  • Follow-up to requirements that have to do with regulations and internal controls.

  • Develop operational and information intelligence reports.

  • Implement corrective action plans to improve customer experience.

Development Value:

  • The successful candidate must have critical thinking, decision-making skills, negotiation, high analytical capacity and influence. Adaptation to change, customer service, collaborative work and effectiveness under pressure. Assertive communication.


  • Experience in customer service, minimum 5 years (essential).

  • Experience in operations management with world class productivity and quality standards, minimum 7 years (essential).

  • Personnel Management- experience with minimum 200 people in charge and 5 years (essential).

  • Local regulations for financial entities and anti-money laundering (desired).


  • Influence (Leadership)

  • Assertive communication

  • Decision making

  • Ability to handle several projects at the same time

  • Team leadership. Team work

  • Conflict management

  • Work under pressure

  • Proactivity and orientation to results

  • Strategic and Analytical Thinking

  • Adaptation to change


  • Bachelor and / or Engineering completed, preferably Industrial Engineer (100% credits and / or graduates).

  • Development, implementation and monitoring of Operational Controls (desired).

  • English - Intermediate (essential)

  • Knowledge of Lean, Six Sigma, Quality Standards (desired)


  • Solid communication skills, problem solving and analytic skills.

  • Service attitude and leadership.

  • Ability to promote cooperative and collaborative work.

  • Negotiation skills to agree solutions with vendors.

  • Mitigate, manage and scale proactively operational and technological problems

  • Interpersonal relationship skills.

Leadership Standards:

DEVELOPS OUR PEOPLE. Builds talent and teams for Citi by creating a culture of meritocracy and transparency, and celebrating excellence, initiative and courage.

DRIVES VALUE FOR CLIENTS. Enables economic value and positive social impact for clients, companies, governments, and communities

WORKS AS A PARTNER. Works collaboratively across the firm and encourages others to achieve the best results for Citi and our clients

CHAMPIONS PROGRESS. Champions a culture of high standards, pushes for progress, embraces change and challenges the status quo in support of Citi’s vision and global strategy.

LIVES OUR VALUES. Ensures systemically responsible outcomes while driving performance and balancing short and long term risks.

DELIVERS RESULTS. Sets high standards and achieves performance objectives by creating a clear path toward ethical and sustainable results.