Relationship Support Unit

hace 4 semanas

Buenos Aires, Argentina Citi A tiempo completo

The Relationship Support Unit Head is a senior management-level position responsible for accomplishing results through the management of the local team. In this case for the Argentina RSU team.

This role gives support to ICG Banking, CCB, TTS and Markets areas in various assigned processes.

The overall objective of this role is to drive the seamless delivery of customer service support assigned to the unit, to external and internal clients, manage the risks and processes according to policies.

In addition, this role coordinates the Service Local ICG Franchise Forum with the OT Head, leading by BCMA Head.

**Responsabilidades**:

- Manage local team being the interface between the client and the bank to ensure that the promise of value in terms of products and services has an adequate implementation, according to our service standards; being also the voice of the client in the bank in order to publicize, scalate and participate in process improvement that generate an impact on the perception of service of our clients.
- Deliver the best client experience and maintain excellent relationships with the business areas.
- Improve customer satisfaction within the portfolio measured through the Business Assistant survey and collaborate in obtaining good results in the surveys of the business areas (VOC).
- Provide evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolution.
- Negotiate solutions and acts as a liaison with internal and external customers, as necessary.
- Responsible for delivery of end results, shared responsibility for budget management and accountable for resource planning.
- Ensure essential procedures are followed, contribute to defining standards.
- Ensure that the operating procedures, the GRC matrix and the identification of critical processes and controls (MCA) of the area are updated.
- Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectations.

**Requisitos**
- 6+ years of relevant experience
- Demonstrated leadership
- Proven interpersonal skills with ability to partner and influence across organizational lines

**Education**
- Bachelor's degree/University degree or equivalent experience
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer Service
- **Time Type**:
Full time
- 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.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

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