**Key Responsibilities** - Lead adoption of digital channels from a Service perspective in order to reduce client inquiries - Plan and execute strategies to improve client engagement with digital products - Ownership of digital adoption initiatives, including communicate progress - Provide client advisory and training to clients related to electronic channels - Promote and enhance the CitiDirect Academy - Provide specialized user training regarding new products and services (Sec Management, NextGen) - Lead a team of Digital Advisors and ensure goals and execution is aligned with Service strategy. - Ownership and Service Single Point of Contact of self-service products such as CKC (Citi Knowledge Center) - Liaise with Digital Client Support hubs and coordinate the resolution of client inquiries when needed. - Support country level efforts to improve digitization of client interactions - Identify, develop and communicate best practices regarding adoption of digital channels across LATAM. - Collaborate with Service team leaders to identify, develop and implement strategies to drive service inquiry reduction throughout LATAM. - Provide input in business and strategic planning regarding service of digital channels - Develop and communicate key performance indicators to measure progress on digital adoption goals. - Represent Latam in global forums regarding digital adoption and service inquiry reduction when required. - Provide advice to business partners regarding adoption of digital strategies. **Qualifications** - More than 10 years of relevant work-experience - Excellent knowledge of TTS products, services, clients, and markets - Thorough technical knowledge of TTS digital products - Understanding of the competitive landscape for TTS and market/regulatory changes impacting the business - Understanding of large scale processing organizations - Strong understanding of risk management within TTS - Knowledge of the latest trends of digital trends and reengineering - Strong Management on service capabilities - Strong at process improvement skills / Proficient in workflow analysis, process and systems or analytical thinking - Bachelor degree business administration, engineering or relevant experience. Bilingual Spanish/English. - **Job Family Group**: Operations - Core - **Job Family**: Operations Project Management - **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