Citi CSIS Team Lead Mexico & LATAM in Costa Rica
Primary Location: Costa Rica
Other Location: Costa Rica,Heredia,Heredia
Education: Bachelor's Degree
Job Function: Security
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 17075213
CSIS Team Lead Mexico & Latam
CSIS Shared Operations Services is the unit responsible to coordinate and support all CSIS Latam & Mexico BAU operations.
This position will be responsible for oversees the internal control (efficiency on Citi’s operations, policies compliance, guarantee the information accuracy, and guarantee the fixed assets).
Applicants must possess strong control skills, good communication skills, strong attention to detail, strong analytical skills, and proficiency with Microsoft Office including Excel, and Word.
The role holder will lead a first line team of Analyst, receiving and responding to incoming request and cases, resolving as many as possible to create a ‘right first time’ culture. As the first point of contact with our customers the team will have a significant impact on our ability to meet service level Agreements and effective escalation management will be critical to our service delivery. The Team will also deliver services creating documents, maintaining vendor files and updating systems.
The role holder will be directly responsible for operational service delivery, team performance and behavior, ensuring they are both customer focused and process orientated. They will act as an escalation point for any issues raised by customers or the team.
Administrative tasks and report writing duties
Managing the document registries, electronic file structures and validation of documents created/data updated in the systems will be a key part of the supervisory role.
Manage customers with requests that are outside the scope of services contracted, and incoming escalations/ rework, ensuring that confidence of the customer is maintained and customer satisfaction goals are achieved.
Monitor team members' participation to ensure the training they providing is being put into use, and also to see if any additional training is needed.
Provide any training that team members need.
- Bachelors degree required.
Minimum of 2 to 4 years experience supervising administrative /support/operational staff .
Job Knowledge, Technical Skill
Problem solving & Decision making.
Planning & Organization
Teamwork / Interpersonal skills
Initiative / Creativity.