Gerente Regional para Tarjetas Corporativas LATAM Apply remote type Hybrid locations Bogota Colombia time type Full time posted on Posted 2 Days Ago time left to apply End Date: March 19, 2025 (4 days left to apply) job requisition id 25843516 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. With the most diverse array of products and the broadest global reach of any financial firm in the world, there is no bank better equipped to meet your corporation's evolving global needs. Leveraging its unparalleled global network of 22,000 employees across nearly 100 countries, Citi's Treasury and Trade Solutions meets the complex needs of the world's leading organizations with a breadth of services, solutions and global expertise that is unmatched in the industry. This role will lead the CitiService Commercial Cards Designated and Core Service team in LATAM, overseeing service delivery for 8 large markets with footprint across Colombia, Mexico, Argentina, Brazil and United States. The ideal candidate will be a transformational leader with a strong background in large-scale project implementation and a passion for delivering exceptional client experiences, trusted relationship with our customers through “client centricity" culture and innovation via digital Solutions. The objective is to be the industry leader in Customer Satisfaction through consistent and innovative delivery of best-in-class Service, Relationship and Operational support acting as an advocate of the client by delivering Citi with a relentless commitment to reach the ultimate customer Experience. In addition, he/she will be accountable for identifying and implementing productivity, service effectiveness and Client Excellence evolution strategic initiatives based on customer satisfaction data while, driving and monitoring key performance indicators in alignment with regional and global client experience targets. Current Section Managers supporting these markets, will report to this new Senior Group Manager leading CitiService Commercial Cards for LATAM. Responsibilities: 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. Skills & Qualifications: 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. #J-18808-Ljbffr