Citi Group Gerente Regional para Tarjetas Corporativas LATAM 

Colombia, Antioquia, Medellín 

745741211

Citi Treasury and Trade Solutions (TTS) offers the industry's most comprehensive suite of treasury and trade solutions including cash management, payments, receivables, liquidity management and investment services, working capital solutions, commercial card programs, trade finance and services. With a full range of digital and mobile enabled platforms, tools and analytics, Citi Treasury and Trade Solutions continues to lead the way in delivering innovative and tailored solutions to its clients.

• Leadership

• Leading and managing the CitiService® Commercial Cards Designated and Core Service function, including cluster and in-country teams.
• Ensuring excellent client experience and satisfaction through effective service delivery models.
• Drive team to deliver against improved customer satisfaction scores, revenue goals and expense reduction initiatives. Interface internal counterparts and business partners to ensure transfer of best service practices
• Leading and empowering the service organization in LATAM, fostering employee engagement and talent development.
• Acting as a senior point of contact for corporate clients, managing expectations and resolving escalated issues.
• Developing and implementing strategic initiatives to optimize service delivery economics and reduce costs.
• Serving as an active member of the Commercial Cards Client Operations Management Team.
• Driving process and operational improvements to enhance business performance.
• Ensuring a robust controls framework is in place to protect Citi and its clients.
• Collaborating with the business to drive digital initiatives and enhance client experience.
• Liaising with other Citi operational areas to meet client service requirements.
• Ensure essential procedures are followed and contribute to defining standards
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
• Engage in higher-level strategic planning with senior directors of areas.
• Engage in short- to medium-term planning of actions and resources for own area and manage complex and highly variable issues with substantial potential impact
• Apply comprehensive understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that impact beyond own area.

Client Experience:

• Establishing and monitoring performance metrics (KPIs, KRIs, TATs) to ensure operational effectiveness.
• Manage and monitor client satisfaction levels through Scorecards, Standard reviews, client at risk calls, and service call monitoring. Perform periodic client service reviews and needs analysis with other TTS business partners.
• Implementing globally consistent processes to provide a unified client experience.
• Overseeing training and development for service teams, including client-facing training in collaboration with Implementation and Product teams.
• Partner with product and sales and appropriate management both regionally and global on service levels, issues and improvements that will support building strong client relationships. This will include focus on increasing client use of technology for self-servicing where it is available.
• Utilizing client satisfaction surveys to drive change and improvement initiatives.
• Monitoring industry trends in client service and leveraging knowledge to enhance client satisfaction.
• Maintaining a comprehensive reporting framework to provide visibility into service team performance.
• Client support will include coordinating and organizing education and training where needed by internal and external clients.

• Ability to work under pressure, manage multiple tasks, and meet deadlines.
• Strategic thinking and tactical execution capabilities.
• Strong relationship management and change management skills.
• Program and project management expertise.
• Financial acumen and KPI analysis skills.
• Organizational and talent development capabilities.
• Ability to work independently and collaboratively as needed.
• Excellent verbal and written communication skills, proficient in MS Office.
• Bilingual required (English- Spanish), trilingual preferred (Portuguese)

Education:

• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred

• Portugues es Deseable
• Flexibilidad de Horarios es mandatorio (la persona tendrá stakeholders en otros países)
• Experiencia en el sistema de tarjetas es muy deseable

Time Type:

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