DirecciónThe Client Service Sr Supervisor provides leadership and supervisory responsibility for medium-sized operational/administrative team(s)) of clerical/support employees. Good understanding of procedures and concepts within own technical/subject area and a basic knowledge of other areas in order to understand how they relate to own area. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Improves process efficiencies in support of unit objectives. Requires a basic conceptual/ practical grounding in policies as they apply to the business. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Typically deals with variable issues with potentially broader business impact. Influences decisions through advice, counsel, facilitating services to others or through joint accountability for volume, quality and timeliness of end results. No direct responsibility for financial or resource planning. Work generally affects own team as well as other closely related work teams. Full supervisory responsibilities. including duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.
Responsibilities:
- Directly manages a team of up to 25 associates to achieve individual and team performance goals.
- Coaches and mentor the team to a customized client base handling client requests and delivering a remarkable client experience. Manage various performance and productivity objectives through the use of sales force and various other systems
- Provides leadership, guidance and feedback on individual performance using side-by-side coaching and development on client requests both verbal and written
- Creates and fosters a trusting and engaging work environment with a focus on employee retention
- Ensures a culture of accountability, integrity and respect
- Participates in various group projects and continuous quality improvement activities
- Participates in recruitment activities as needed
- 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.
Qualifications:
- 2-5 years relevant experience
- Ability to communicate with employees in a positive manner encouraging awareness and performance skills
Education:
- Bachelor’s/University degree or equivalent experience
Customer Service
Experiencia y manejo de grupo (personal a cargo)
Conocimiento en productos y servicios bancarios (cartas, factoraje, derivadas)
Análisis de bases de datos, KPI´S, escalamientos.
Experiencia en reporteria y manejo de bases de datos (excel intermedio avanzado)
SQL- ACCESS deseable
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Job Family Group:
Commercial and Business Sales-------------------------------------------------
Job Family:
Client Service------------------------------------------------------
Time Type:
Full time------------------------------------------------------
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