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El Gerente Sénior de Servicio al Cliente es un puesto de nivel de gerencia sénior responsable del logro de resultados mediante la gestión de un equipo o departamento, para impulsar las actividades de soporte y resolución del cliente, en coordinación con el equipo de Servicio al Cliente. El objetivo general de esta función es impulsar el soporte perfecto de servicio al cliente para los clientes externos.

Responsabilidades:

Gestionar uno o más equipos en servicios o ventas, así como problemas complejos y variables con significativo impacto en los departamentos. Evaluar el desempeño del equipo, realizar recomendaciones de aumentos de salario, contratación, desvinculación y otras medidas de personal, y mantener requisitos de dotación de personal adecuados para cumplir con las necesidades operativas y administrar el equipo para cumplir objetivos dentro del presupuesto. Controlar, investigar y evaluar avances tecnológicos en la industria para identificar alternativas adecuadas para mejorar las operaciones departamentales actuales y evaluar costos/beneficios, realizar recomendaciones, desarrollar y supervisar planes de implementación. Demostrar una comprensión integral de cómo la propia área se integra de manera conjunta para contribuir a lograr los objetivos comerciales generales; se requiere conocimiento básico de la industria. Realizar juicios evaluativos en función del análisis de información en situaciones complicadas y únicas, identificar y analizar problemas redirigidos, y orientar a los miembros del equipo para la resolución. Negociar las soluciones y actuar como enlace con los clientes internos y externos cuando sea necesario. Ser responsable de entregar los resultados finales, compartir la responsabilidad de la administración de presupuesto y asumir la responsabilidad de la planificación de recursos. Garantizar que se sigan los procedimientos esenciales y contribuir con la definición de normas. Desarrollar e implementar las políticas y procedimientos efectivos para garantizar que el servicio al cliente sea oportuno, preciso y rentable, y supere las expectativas del cliente. Evaluar adecuadamente el riesgo cuando se toman decisiones comerciales, demostrando una consideración particular por la reputación de la empresa y protegiendo a Citigroup, sus clientes y activos, al impulsar el cumplimiento de las leyes, las reglas y los reglamentos correspondientes, acatando la política, aplicando un juicio ético sólido en relación con el comportamiento personal, la conducta y las prácticas comerciales y escalando, administrando e informando los problemas de control con transparencia, así como supervisar de manera efectiva la actividad de otros y crear responsabilidad con aquellas personas que no mantienen estos estándares.

Calificaciones:

Entre 6 y 10 años de experiencia relevante. Experiencia en interactuar con clientes gubernamentales y corporativos importantes. Experiencia en gerencia sénior. Demostrar de manera constante una comunicación escrita y verbal clara y concisa. Educación: Licenciatura/título universitario o experiencia equivalente. Preferencia de maestría.

Citi Job Description:

Payment Investigations Manager (VP)

• North America (NAM) Role Overview The Payment Investigations Manager
• Vice President (VP) is a senior leadership position within Citi's North America Commercial Card Operations.

This role is responsible for leading a high-performing team dedicated to resolving complex payment processing inquiries, investigations, rebates, and credit balance refunds for large corporate, financial institution, and government clients. The successful candidate will champion Citi's Leadership Principles , driving a culture of ownership, collaboration, and excellence. The primary objective is to transition the department from a traditional reactive resolution function into a proactive, client-centric operations engine, while maintaining a pristine risk, control, and compliance environment . Key Responsibilities 1.

Leadership & People Management Team Leadership:

Direct and inspire one or more teams of operations professionals, fostering a diverse, inclusive, and high-engagement work environment.

Talent Development:

Actively coach, mentor, and develop team members, establishing clear career pathways, robust succession plans, and a continuous learning culture.

Performance & Accountability:

Manage team performance against rigorous key performance indicators (KPIs) and key quality indicators (KQIs). Drive accountability by aligning individual goals with Citi's strategic objectives and leadership standards.

Resource & Budget Management:

Take full ownership of resource planning, capacity modelling, and budget management to optimize operational efficiency and meet business targets. 2.

Client Experience & Operational Excellence Proactive Client Advocacy:

Transform the payment investigations journey by championing a "client-first" mindset. Ensure the seamless, empathetic, and rapid resolution of complex payment inquiries.

Root-Cause Analysis:

Lead deep-dive reviews of recurring payment failures and investigation trends. Partner with Product, Technology, and Relationship Management teams to eliminate friction points and prevent future issues. Service Level Agreements (SLAs): Establish, monitor, and exceed industry-leading SLAs and client satisfaction metrics (e.g., Turnaround Time, First Contact Resolution, and Client Effort Score).

Escalation Management:

Act as a senior escalation point and trusted advisor for high-value corporate and government clients, negotiating complex solutions and building long-term operational partnerships. 3.

Pristine Risk, Control & Compliance Control Environment:

Establish and maintain a pristine, audit-ready risk and control framework across all managed investigation workflows.

Risk Assessment & MCA:

Proactively identify operational, financial, and reputational risks. Lead the design and execution of robust Manager's Control Assessments (MCA) and Key Risk Indicators (KRIs).

Issue Remediation:

Drive the self-identification of control gaps. Own the end-to-end lifecycle of Corrective Action Plans (CAPs), ensuring sustainable, timely, and thorough remediation of issues.

Regulatory & Policy Compliance:

Ensure absolute adherence to Citi's internal policies, local and global regulatory requirements, Sanctions/OFAC screening, Anti-Money Laundering (AML) regulations, and data privacy standards.

Escalation Culture:

Foster a transparent "speak-up" culture where team members are empowered to escalate control issues and operational near-misses immediately without hesitation. 4.

Technology, Innovation & Strategy Digital Transformation:

Monitor, research, and evaluate emerging technological advances (e.g., AI, machine learning, API integrations, and

ISO 20022

standards) to modernize payment investigation workflows.

Process Optimization:

Lead the implementation of automation and self-service capabilities to reduce manual touchpoints, lower operational costs, and accelerate client resolution times.

Qualifications & Competencies Experience & Education Experience:

7+ years of experience in financial services operations, with at least 5 years in a direct people-management role within Payment Operations, Cash Management, or Treasury Investigations.

Client-Facing Experience:

Proven track record of successfully managing relationships and escalations with large corporate, institutional, and government clients.

Risk & Control Expertise:

Deep understanding of operational risk frameworks, MCA processes, and regulatory compliance (AML, OFAC, Sanctions) within a global banking environment.

Education:

Bachelor's degree/University degree or equivalent experience required. Master's Degree or relevant Professional certifications (e.g., CAMS, PMP, Lean Six Sigma) or equivalent experience preferred.

Core Competencies Communication:

Exceptional written and verbal communication skills, with the ability to synthesize complex operational issues into clear, concise updates for senior executives and clients.

Analytical & Investigative Skills:

Strong analytical, problem-solving, and evaluative judgment capabilities to resolve highly complex, non-standard payment anomalies.

Influence & Collaboration:

Ability to influence cross-functional partners (Technology, Product, Compliance, Sales) to drive systemic improvements and achieve shared goals.

Resilience & Adaptability:

Ability to lead teams effectively through organizational change, technological migrations, and high-pressure operational events.

• Job Family Group:

  Operations
• Transaction Services

• Job Family:

  Cash Management

• Time Type:

  Tiempo Completo

•

Primary Location:

5800 SOUTH

CORPORATE PLACE

• Primary Location Full Time Salary Range:

  $87,600.00
• $131,400.

00 In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

• Most Relevant Skills Please see the requirements listed above.
• Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.

• Anticipated Posting Close Date:

  Sep 18, 2026
• Automated Processing and AI We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening.

Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi. Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details. Illinois residents

• AI Notice and Right
• Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi . View Citi's EEO Policy Statement and the Know Your Rights poster.