Subdirector De Experiencia Al Cliente - Hipotecario (Xico) (Chalco de Díaz Covarrubias)

Responsibilities

• Manage, supervise and coordinate day-to-day operational activities in the unit.
• Act as stakeholder manager of vendors and other stakeholders.
• Ensure and monitor timely expense reimbursement and vendor invoice payments based on Service Level Agreements.
• Ensure the accuracy and completeness of the services.
• Establish consistent and standardized operational processes.
• Provide assistance for all processes within the unit and assume primary responsibility.
• Assist Business Unit (BU) Head in accommodating requests related to the BU, including providing requested data from the Regional office, auditors, and other parties.
• Assist BU Head in identifying risk and opportunities related to BU activities, and to other Citi processes in general.
• Complete and ensure timely submission of deliverables related to BU Compliance/Risk and Control and/or Management Information Systems reports as required by Regional and Country stakeholders.
• Provide necessary data and insight to BU Head for operations‑related processes as needed.
• Perform periodic self‑assessment testing in accordance with regional schedules and guidelines to proactively manage risk, identify and correct control gaps.
• Lead local standardization efforts as per regional Business Unit operations guidelines.
• Actively identify and implement process improvement opportunities.
• Ensure operational controls and Manager's Control Assessment compliance.

Principales Funciones

• Atención a clientes de diferentes canales de contacto.
• Relación con Cobranza, Operaciones, Seguros y otras áreas funcionales.
• Gestión de portafolios Legacy.

Qualifications

• 6–10 years experience as a Business Manager.
• Project administration experience with a background in operational areas.
• Experience managing limited resources and delivering outstanding results.
• Experience in finance and processes administration.
• Action‑oriented, entrepreneurial, versátil, and innovative approach to operational management.
• Passionate, humble, integrity‑based, positive attitude, mission‑driven, and self‑directed.
• Excellent influencing, facilitation, and partnering skills with key stakeholders and senior management.
• Strategic and goal‑oriented thinker.
• Effective interpersonal skills, including teamwork and organizational skills.
• Consistently demonstrates clear and concise written and verbal communication.
• Persuasive and passionate communicator with excellent public speaking skills.
• Monitors scheduled and unscheduled reviews to completion.
• Attention to detail and ability to prioritize.

Requerimientos

• Conocimiento de portafolios crediticios, preferentemente hipotecario (mínimo 6 años).
• Conocimiento de estrategias de experiencia con el cliente y valor agregado (mínimo 6 años).
• Carrera cualificada cuantitativa.
• Conocimientos de P&L;
• Manejo avanzado de Office.
• Inglés deseable.
• Maestría deseable.

Education

• Bachelor's/University degree.
• Master's degree preferred.

Job Details

• Job Family Group: Business Strategy, Management & Administration.
• Job Family: Business Management.
• Time Type: Full time.

Equal Opportunity Employment

Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.