Job Description

Job Purpose:
This is a fast-paced role in a team supporting global investment banking with time-sensitive, exceptional quality and mission-critical services.
Job purpose is to manage a shift for a Presentation & Graphics Services Center that takes work briefs from global clients (Bankers). Work closely with workflow coordinators and help estimate work requests and plan shift-wise project delivery plans, liaise with bankers to negotiate deadlines, manage vendor deliverables, monitor the project delivery dashboard for your shift, ensure every client receives a professional advice and exceptional service.
Reporting Line:
Into the Mumbai Section Manager
Job Background/context:
Working as part of the graphics and presentations team in a busy department that produces pitchbook materials and graphic design.
Presentation Technology (Pres Tech) is a specialist group that provides services to internal clients within Global Banking (i.e. Investment Bank, Markets, Transaction Services, Private Bank, etc.) and various other clients within Citi.
Key Responsibilities:
Develop client relationships

• Follow up on any client feedback in a timely manner to provide a quick resolution of all issues
• Maintain a clear communication channel with the clients / bankers and provide periodic update on the status of their projects
• Proactively reach out if the output deliverables are impacted and agree to best possible plan to help the clients

Staff development

• Participate in the recruitment and training process
• Coach, mentor and develop staff, providing constructive feedback in a timely fashion
• Ensure skills are fully developed and staff is managing job production
• Prepare and deliver staff performance reviews
• Provide continual feedback for staff improvement
• Suggest/implement disciplinary procedures as necessary

Production / Operations

• Responsible for the quality and continued assessment of work
• Manage special projects provide resources and keep communications flowing
• Manage day-to-day operations for a particular shift. Ensure proper utilization of staff resources; and service levels are met at all times
• Actively direct Intake coordinators to build consistent shift leadership routines and predictable decision-making judgments Collaborate with shift quality checkers, global hub workflow / managers
• Provide for building feedback mechanism and quality metrics for managing people performance
• Help associates grow and professional mature; Initiate targeted professional development for staff; be proactive to provide guidance and encouragement for learning and development
• Use data and facts in order to make informed operational/tactical decisions. Be proactive in managing/escalating issues
• Fill-in as Workflow Coordinator as and when required
• Any reporting, tracking as delegated by Manager from time to time
• Participate and contribute to department initiatives & projects

Development Value:

• Leadership skills
• Manage a large operations and metrics including a unique (onsite vendor) operations model
• Innovate and create working solutions for clients
• Exposure to a diverse group of clients at all levels of the organization

Knowledge/Experience:

• At least 3 years in a Presentation and Documents operations

Leadership experience:

• Minimum 4 years shift leadership experience in a large presentations / graphics center running one or more shifts.
• Strong leadership qualities to work in and to support smooth functioning of a 24/7 operation

Qualifications:

• Bachelors degree

Skills:

• Exceptional written and verbal skills are necessary in order to communicate relevant and timely information to clients, management and staff
• Analytical and conceptual skills
• Coaching and mentoring skills

Competencies:

• Excellent customer service skills and administrative skills
• Availability and the ability to handle a busy production environment, which involves the presence and/or contact with operations on all shifts on a routine, ongoing basis
• Create a supportive atmosphere where all can develop and succeed
• Willingness to rotate across shifts to support business needs.
• Typical schedule will be a 5-day work week (non-hybrid work model) with each shift being 9 hours (incl. 1 hour of break). Mumbai center covers 7am to 1.30am IST, Mon to Sun.

Job Family Group: Marketing
Job Family: Communication & Creative Services
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. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review .
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