About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citiission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clientsd the publicrust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

Description

The Quality and Analytics Manager will lead the IPB U.S. quality framework, identifying quality indicators, root cause analysis, provide quality monitoring for Complaints within the Customer Care and Operations organization. Will manage the vendor relationship between the Contact Center in CitiBanamex. Indicators of quality include Total Time to Resolution, Investigations, Complaints, Customer Care Escalations, losses, compliance with policies, procedures, and applicable regulations. The Quality and Analytics Manager will be responsible for tracking, analyzing, and presenting Quality Indicators Metrics, IPB U.S. Customer Care\Operations Monthly Metrics Meeting, Complaints Management Meetings-Client Experience BOC(Business Opportunity Council), metrics for the Customer Centricity Meeting\BPMS, Business Risk and Compliance Committee, as well as being the primary coordinator with 1st, 2nd, and 3rd lines of defense for business reviews.

Lead Customer Care program/project thru the entire program/project cycle managing the day to day activities required for program/project development for Customer Care, design and implementation

Collaborate with knowledgeable and demanding stakeholders to establish program/project plans for major initiatives for Customer Care and drive efforts to a successful conclusion

Ensure change control is executed throughout program for Customer Care

Ensure appropriate program/project staffing levels for Customer Care

Create program/project communication needs and program communication plan for Customer Care

Compile metrics for IPB US Operations and Customer Care Metrics meetings, provide updates as needed and create dynamic dashboards. Also produce daily metrics for IPB US Operations and Customer Care.

Manage corrective action plan for Customer Care and Contact Center

Monitor operation performance measures for Customer Care and Operations area (e.g.: quality and timeliness of Customer Care delivery, client satisfaction) to identify opportunities to improve client satisfaction and sales. Establish operational processes to meet business performance high standards with regards to Productivity and Quality of Customer Care Delivery, and ultimately internal and external client satisfaction. Identify and implement methods to enhance convenience, responsiveness, or otherwise improve client satisfaction, loyalty and retention.

Manage Quality and training specialists in Mexico at Citibanamex focused on Quality, accuracy, and compliance with policies and procedures for the IPB U.S. contact center. The mandate of the Quality and Training Specialist will be to provide ongoing feedback, coaching and development to contact center employees (Callback Specialists and Citiphone Agents). Partner with Sr. O&T Managers and HR to ensure that development plans are in place and implemented. Monitor function wide performance management process to ensure that coaching is taking place and documentation is on file.

Qualifications

Preferred BS/BA degree or degree in Computer Science, Information Technology, Decision Sciences, or equivalent combination of education/experience

Excellent communication and writing skills

Excellent influencing skills

Excellent time management skills

Able to work with tight deadlines

Strong leadership and ability to work well with matrix relationships

Analytical skills not only for metrics compilations but also for quality monitoring and setting standards

Bilingual preferred - Spanish and English

Working knowledge of business statistics (business graphics, senior management reporting)

Working of knowledge of banking industry

Customer Service experience

Working knowledge of application design and workflow systems

Ability to use Microsoft Office suite (Excel, Word, Access, PowerPoint, DWH, BO, Cognos)

5 to 10 years of Business/Project/Quality Management Experience

Able to lead a team and manage medium to large, cross-functional projects

Able to provide solid recommendations based on data analysis