Citi Treasury and Trade Solutions (TTS) offers theindustry's most comprehensive suite of treasury and trade solutionsincluding cash management, payments, receivables, liquiditymanagement and investment services, working capital solutions,commercial card programs, trade finance and services. With a fullrange of digital and mobile enabled platforms, tools and analytics,Citi Treasury and Trade Solutions continues to lead the way indelivering innovative and tailored solutions to its clients. Withthe most diverse array of products and the broadest global reach ofany financial firm in the world, there is no bank better equippedto meet your corporation's evolving global needs. Leveraging itsunparalleled global network of 22,000 employees across nearly 100countries, Citi's Treasury and Trade Solutions meets the complexneeds of the world's leading organizations with a breadth ofservices, solutions and global expertise that is unmatched in theindustry. This role will lead the CitiService Commercial CardsDesignated and Core Service team in LATAM, overseeing servicedelivery for 8 large markets with footprint across Colombia,Mexico, Argentina, Brazil and United States. The ideal candidatewill be a transformational leader with a strong background inlarge-scale project implementation and a passion for deliveringexceptional client experiences, trusted relationship with ourcustomers through “client centricity" culture and innovation viadigital Solutions. The objective is to be the industry leader in Customer Satisfaction through consistent and innovative delivery ofbest-in-class Service, Relationship and Operational support actingas an advocate of the client by delivering Citi with a relentlesscommitment to reach the ultimate customer Experience. In addition,he/she will be accountable for identifying and implementingproductivity, service effectiveness and Client Excellence evolutionstrategic initiatives based on customer satisfaction data while,driving and monitoring key performance indicators in alignment withregional and global client experience targets. Current SectionManagers supporting these markets will report to this new SeniorGroup Manager leading CitiService Commercial Cards for LATAM.Responsibilities: - Leadership - Leading and managing theCitiService Commercial Cards Designated and Core Service function,including cluster and in-country teams. - Ensuring excellent clientexperience and satisfaction through effective service deliverymodels. - Drive team to deliver against improved customersatisfaction scores, revenue goals and expense reductioninitiatives. Interface internal counterparts and business partnersto ensure transfer of best service practices. - Leading andempowering the service organization in LATAM, fostering employeeengagement and talent development. - Acting as a senior point ofcontact for corporate clients, managing expectations and resolvingescalated issues. - Developing and implementing strategicinitiatives to optimize service delivery economics and reducecosts. - Serving as an active member of the Commercial Cards ClientOperations Management Team. - Driving process and operationalimprovements to enhance business performance. - Ensuring a robustcontrols framework is in place to protect Citi and its clients. -Collaborating with the business to drive digital initiatives andenhance client experience. - Liaising with other Citi operationalareas to meet client service requirements. - Ensure essentialprocedures are followed and contribute to defining standards. -Appropriately assess risk when business decisions are made,demonstrating particular consideration for the firm's reputationand safeguarding Citigroup, its clients and assets, by drivingcompliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personalbehavior, conduct and business practices, and escalating, managingand reporting control issues with transparency, as well aseffectively supervise the activity of others and createaccountability with those who fail to maintain these standards. -Engage in higher-level strategic planning with senior directors ofareas. - Engage in short - to medium-term planning of actions andresources for own area and manage complex and highly variableissues with substantial potential impact. - Apply comprehensiveunderstanding of concepts and procedures within own area and basicknowledge of other areas to resolve issues that impact beyond ownarea. Client Experience: - Establishing and monitoring performancemetrics (KPIs, KRIs, TATs) to ensure operational effectiveness. -Manage and monitor client satisfaction levels through Scorecards,Standard reviews, client at risk calls, and service callmonitoring. Perform periodic client service reviews and needsanalysis with other TTS business partners. - Implementing globallyconsistent processes to provide a unified client experience. -Overseeing training and development for service teams, includingclient-facing training in collaboration with Implementation and Product teams. - Partner with product and sales and appropriatemanagement both regionally and global on service levels, issues andimprovements that will support building strong clientrelationships. This will include focus on increasing client use oftechnology for self-servicing where it is available. - Utilizingclient satisfaction surveys to drive change and improvementinitiatives. - Monitoring industry trends in client service andleveraging knowledge to enhance client satisfaction. - Maintaininga comprehensive reporting framework to provide visibility intoservice team performance. - Client support will includecoordinating and organizing education and training where needed byinternal and external clients. Skills & Qualifications: -Ability to work under pressure, manage multiple tasks, and meetdeadlines. - Strategic thinking and tactical executioncapabilities. - Strong relationship management and changemanagement skills. - Program and project management expertise. -Financial acumen and KPI analysis skills. - Organizational andtalent development capabilities. - Ability to work independentlyand collaboratively as needed. - Excellent verbal and writtencommunication 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. - Flexibilidadde Horarios es mandatorio (la persona tendrá stakeholders en otrospaíses). - Experiencia en el sistema de tarjetas es muy deseable. - Job FamilyGroup: Customer Service - Job Family:Institutional Customer Service - Time Type:Full time Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard totheir race, color, religion, sex, sexual orientation, genderidentity, national origin, disability, or status as a protectedveteran. Citigroup Inc. and its subsidiaries ("Citi”) invite allqualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonableaccommodation to use our search tools and/or apply for a careeropportunity review Accessibility at Citi. View the "EEO is the Law"poster. View the EEO is the Law Supplement. View the EEO PolicyStatement. View the Pay Transparency Posting. #J-18808-Ljbffr