COMMERCIAL DIGITAL CHANNELS SERVICE LEVEL AND NPS MANAGER - C13

The Product Manager is a senior management level position responsible for managing a broad range of Product Management employees, setting strategy and providing direction, leadership and budgetary management, etc.
Additionally, this role will be responsible for the development of product plans, strategies, and tactics while coordinating product lines through product life-cycles in coordination with the broader Product Management team.
The overall objective of this role is to coordinate the promotion of products to develop new markets, increase share of market and obtain competitive position.
Responsibilities.
Manage a team of Product Managers to accomplish established goals and conduct personnel duties for team (e.
.
performance evaluations, hiring and disciplinary actions) Oversee strategic roadmap, development, launch, and marketing to gain maximum benefit from each product Oversee day-to-day product management for core products such as product delivery, client experience, and client communication strategies as well as help the team prioritize, negotiate, and remove obstacles to achieve business results Execute client value propositions, positioning, segmentation, pricing, targeting, channel strategies, and competitive differentiation to achieve preferred status as a partner to Citi clients Develop plans and execute functional strategies for a country, multiple countries, region, or business requiring coordination and integration across units as well as provide input into strategic decisions affecting job family or function within a region or business Manage client and competitor market research, develop product innovation roadmap, and address fundamental trials of product commoditization to create an advanced set of solutions Oversee all aspects of program life cycle management including market demands, technology trends, and the competitive field Contribute to achievement of acquisition targets, product financial performance, revenue performance, and expense management goals as well as oversee identification and execution of opportunities and gaps business plans Develop and communicate a business plan to approach the marketplace, and coordinate and implement team procedures, client problem resolutions and client management Help drive innovation by working with external partners/alliances to develop products, manage vendor relationships, and prepare agreements Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications.
6-10 years of relevant experience Experience managing across multi-function business Functional experience in product development Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements Ability to work unsupervised and adjust priorities quickly as circumstances dictate Consistently demonstrates clear and concise written and verbal communication Demonstrated analytical skills Demonstrated problem-solving and decision-making skills Consistently demonstrates clear and concise written and verbal communication Ability to work in a team-oriented environment Education.
Bachelor’s degree/University degree or equivalent experience Master’s degree preferred Business manager responsible of Commercial Digital Channels (BancaNet Empresarial (BNE) web and mobile)) customer service level and NPS.
Lead statbility plan in partnership with technology team.
identifying and structuring the problem, analyzing root causes, propose solutions, work in partnership with other areas to solve customer pain points and request proactive communication for executive andbankers.
Identification of efficiencies on channel processes and implement them.
One of the goals of the position is the BancaNet Empresarial NPS increase.
Coordination of multidisciplinary teams and responsabile in the E2E to have a quick incident resolution, attention to PyMe and Banca Empresarial customers and complains.
Attention to VIP customers (Corporate, PyMes or Governments), support, training or visit on site to review status, errors and offer quick solutions or walkarounds to continue their operation.
Responsible of the coordination on the non-impact testing on production about BancaNet Empresarial fixes or changes and escalation about new incidents or problems in the application.
Work closely with Banca Empresarial PyMe segments, Contact Center, Fraud Prevention, Production Management, Digita tech teams to offer a digital platform that enable business growth and let us have customer satisfaction.
Support control teams to delivery monitoring evidences or mapping new MCA process related with the BancaNet Empresarial incident attention.
Acts as Digital SME to senior stakeholders and /or other team members.
------------------------------------------------------ Job Family Group.
Product Management and Development ------------------------------------------------------ Job Family.
Product 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.
Citigroup Inc.
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