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Citigroup – Heredia – Key Responsibilities : People management responsibility for a medium size team including development and training. Set team goals, objectives, strategy, monitoring daily, weekly, and monthly metrics and performance. Serve as a liaison with our internal customers, communicating trends and resolving related issues jointly. Establish daily priorities and manage workflow so as to ensure that timeliness and quality standards are met. Assist in audit and compliance efforts for department. Monitor daily service levels for customer inquiries relating to the P2P and Sourcing processes received via both telephone inquiries and emails and modify resource responsibilities accordingly. Participate and assist in coordination of service meetings with key country partners. Ensure consistent communication with the customer base identifying and assisting and remediating any service issues. Identify improvement opportunities within the Service Desk environment and work with the overall team to …