**MAIN RESPONSILITIES**: Lead adoption of digital channels with respect of client service. Improve client experience thru digitization of service inquiries Provide training to selected clients regarding digital solutions Responsible for the development and maintenance of conflictive situations impacting clients. Make sure to identify root cause and implement proper improvement process, including responsible and corrective action items. Responsible to understand all situations being communicated by clients via the Voice-of[1]Customer survey and work on an effective action plan for those affected clients, including internal or external parties originating the issue. Promote self-service / education tools when supporting Service with special campaigns for clients Support in a plan to reduce client’s investigations through the identification of any patterns based on dashboards and metrics reports. Active participation in process improvements (short and long term projects) Management and generation of action plans as a result of Customer Service monitories. Lead the successful implementation of new systems or tools that will help Service team reducing the investigations cycle. Active participation in the Franchise/Service committees; build client’s issues lessons learned for discussion. Assume a Service Governance approach with the Business segment, presenting client issues & opportunities. Ad hoc meetings scheduling with Service Team for “talking points” on how to route the client request to the correct channel or any correction that needs to be avoided that will affect clients Participate in the analysis of rules, laws and regulations that revolve around Customer Service management of corporate customer requirements. Implement and continuously update the formats established for the preparation of regulatory reports in relation to complaints Lead, coordinate and cross-execute the guidelines shared by the countries for the assurance of standards and regulatory formats Prepare regulatory reports in the Maker or Checker function, ensuring the different review parameters Analyze daily, weekly, monthly and quarterly complaints and claims filed by customers Document feedback to the members of the operation, when there are opportunities in the operational processes Prepare periodic reports of PQRs statistics, creation, management and ownership of action plans, documentation and monitoring Update and manage documents, manuals, process flows, operational bulletins and/or customer service policies related to Complaints Prepare periodic reports and execute the Forum Regulatory and Reporting Citiservice HUB Lead and execute training on the process of preparing and verifying regulatory and statistical reports (KPIs) Implement methodologies for continuous improvement in the data quality of registration and case management: includes periodic reviews and execution of quality monitoring focused on claims, requests, requirements Prepare the regulatory requirements administration of PQRs requests, Internal and External Audit requests, ICRM business monitoring requests Manage and evaluate the automation and standardization of the process Design and execute the internal controls of the process Assurance Regulatory Reporting policy, ICG Complaint Policy, Compliance risk management Policy Continuous assurance of the MCA policy, Records Management, COB, others for the Regulatory and Reporting & Data process, working continuously with the Risk and Control function of the area Support in contingency processes to the operation of Citiservice HUB (attention and management of requests from corporate clients) Work together with the operation manager in the analysis of internal operation metrics (daily operational indicators, MBRs) analyzing and contributing ideas for continuous improvement for these same Being an executing part of internal remediation activities on operational processes of Citiservice Andino, Central America and the Caribbean, including execution of corrective action plans (Issue management or internal to the area - CCCDM) **Qualifications**: Intermediate verbal and writing English skills Bachelor Degree required in Business, Statistics or related fields 2-5 Years of Customer Experience or related fields. Customer experience, Risk, control, regulatory reports experience Data integrity and data análisis knowledge Advanced Excel knowledge MCA, COB, Records Management, Issue Management policies knowledge Team player oriented. Self-learner and proactive attitude. Common sense to identify critical aspects and prompt escalation. Able to work under pressure. Capability to manage projects and keep track of all aspects of an initiative Ability to assess complex processes and issues and deliver practical solutions Technological Proficiency / Data Analytics tools/ Knowledge is a plus: Advanced Navigation Skills within the product proprietary systems that support the business across the region **Global Client Respect/Service