The Customer Service Senior Group Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients The Regional Core Service & Service CSC Head will be responsible for leading the Colombia CitiService Site and proactively working with the Regional Hub Heads and internal/ external clients to provide them with superior after sales delivery of our products and services. He/she will contribute to Citi’s competitive advantage by supporting client success, elevating client experience, and enabling wallet penetration, revenue retention and ramp-up through the development and execution of Core Service Strategies, consistently across Service Sites in Latin America (LATAM). The Regional Core Service & CSCs Head will define core service strategies and partner with service site heads across LATAM to lead the execution of strategic initiatives, in alignment with global definitions, market and client requirements. Owns service processes and proactively acts upon issue identification through analysis as well as, driving improvement initiatives and monitoring progress. He/she will be the escalation point for core service issues and will lead root cause analysis, definition, and execution of process improvement programs throughout LATAM Service Sites as well as, lead the day-to-day activities for the CSCs in Latin-American. He/ she proactively advises on service needs and pursues service enhancements through cross functional reviews. In addition, he/she will be accountable for identifying and implementing productivity, service effectiveness and Core Service evolution strategic initiatives based on customer satisfaction data while, driving and monitoring key performance indicators in alignment with regional and global client experience targets. He/she will work with Global and regional Client Service Heads as a member of the Global Core Service Team. **Responsibilities**: - Responsible for the leadership and day to day operation of the Colombia CitiService Site and driveing the strategy for Customer Service to deliver on the needs of the CCA and Andean Countries - Drive the strategy for Customer Service to deliver on regional needs and ensuring alignment with Global priorities. - Lead Self-service and Client Digitization agenda across the region - Lead the engagement in designing the Service offering for future capabilities - Lead the overall Client Experience function, with management of the servicing, client experience managers and electronic banking support for the region. - Partner with Client coverage partners and Product/ Line Operations to drive Digitization and continuous marked improvement in Voice of Client scores. - Proactively lead the dialogue with existing and prospective Clients - Drive standardization and productivity across the region - Provide the operational and strategic leadership to deliver a high quality service to Citi clients and all Internal stakeholders - Implement effective and appropriate governance structures resulting in a robust operational control environment - Developing relationships with key clients, facilitating and leading on-site visits and ensuring timely and appropriate client communication - Ensure resources are aligned to support global/regional business strategy and seamless delivery of services - Proactively identify and manage risks which may impact product/service delivery to clients, rapidly adapt to changes in the Client expectations, Capability, regulatory and compliance framework; proactively raising self-identified issues; and addressing all issues completely and in a proactive manner through the drafting, implementation, and tracking of relevant Corrective Action Plans (CAPs) - Extensively collaborate with Client coverage/ Sales, Account management, Business, Operations and Customer Service (regionally and globally) to evolve Client Service model to meet client expectations and enhancing the Service model (self-service/ digital being the key principles) as new capabilities are launched - Continuously engage with other regional and global partners to ensure consistency in Service Delivery of Citi’s global clients - Work with Sales on ensuring Clients’ expectations are properly set and met through the Sales/ RFP/ Client Onboarding stages - Manage an effective client feedback process - Lead effective periodic client segmentation - Simplify and standardize processes to enrich and enhance client experience - Execute transformation on Client servicing infrastructure - Ensure compliance with applicable laws, regulations and Citi policies and responsible for successful outcomes in all Internal Audit and other reviews - Oversight of MCA process related to O and T entities, conduct a regular re