Job Description

The Ops Sup Sr. Manager is a senior management level position responsible for accomplishing results through the management of a team or department in an effort to provide operations support services in coordination with the Service Operations team, for Messaging/Chat operations in particular. The overall objective of this role is to ensure the seamless delivery of Messaging operations support services in alignment with Citi operations support infrastructure and processes.

This position focusses on creating a center of talent and delivery excellence, building a best-in-class Consumer Operations Center in Asia through ownership and accountability.

The incumbent will be responsible for the management of North America Cards and Retail site operational activities, including providing top-level guidance and direction to the Messaging operations department.

Responsibilities:

• Manage professional teams and departments through delegation of tasks and responsibilities
• Conduct performance evaluations, compensations, hiring, disciplinary actions, and terminations of team members as well as maintain appropriate staffing requirements
• Monitor the team's quality and efficiency of end results and manage all training and development needs of assigned personnel
• Create and develop budget, policy formation and short-term resource planning
• Manage complex and varied issues with significant departmental impact
• Apply in-depth knowledge of how areas integrate within the sub function as well as coordinate and contribute to the goals of the entire function
• Provide evaluative judgment based on analysis of information in complicated and unique situations
• Ensure essential procedures are followed and contribute to the defining standards
• Demonstrate maturity to operate with a limited level of direct supervision.
• Exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• Demonstrate ability to manage large teams.
• 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.

• Lead a team of 75 staff with 6-8 unit managers/meet business objectives by developing talent/direct all activities in the department
• Work with seniors/stakeholders to solve and design new processes
• Consistently reach aggressive business-defined performance indicators with urgency and commitment
• Ensure a pristine Control Environment - All operational risks to be assessed and mitigated, and control/audit issues actively managed to resolution
• Strong understanding of applicable regulations and compliance with same
• Employee initiatives - VOE, address people issues, effective on-boarding and training, ensure staff have clear goals and expectations
• Effective communication with both internal and external stakeholders, providing regular updates on the Operations; develop strong working relationship between the Consumer Ops site team and the North America Messaging/Service Operations teams
• Effective escalation procedures to raise potential reputational risks and franchise issues.
• Maintain a robust COB plan
• Focus on service quality and customer satisfaction;motivate employee performance and continuously develop talent though encouragement, feedback and coaching
• Serve as a role model in a culture of accountability, integrity and respect
• Lead various project teams and critically evaluate current processes for improvement
• Responsible for achieving and monitoring aggressive team performance targets: productivity, quality and customer satisfaction, meet/exceed business plan financial commitments (unit cost)
• Support our community through bank sponsored volunteer activities
• Exercise full leadership and supervisory responsibility over Operations Support department typically consisting of multiple teams
• Recommends new work procedures with broader scope of impact; deals with variable (occasionally complex) issues with substantial potential impact
• Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues
• Applies in-depth understanding of policies as they apply to the department
• Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations
• Directly impacts the area through shared responsibility for delivery of end results and contribution to planning, budget management and formulation of procedures; influences resource planning
• Persuades and influences others through strong communication, influencing and conflict resolution skills; may be required to negotiate with external parties
• Meeting expense plans
• Ensuring Green Audit ratings

• Must demonstrate ability make quick decisions (quick thinker who can take strategic decisions to implement, ability to prioritize; analytical thinking and attention to detail)
• Proven ability to handle pressure, have strong interpersonal skills required for frequent multi-level interaction

Qualifications:

• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Ability to work core night shifts (five day work week)
• Proven organization and time management skills
• Consistently demonstrates clear and concise written and verbal communication skills
• Takes immediate and independent action to resolve issues or problems when they arise
• Ability to make sound decisions that reflect good judgment
• Exceptional performance management abilities
• Ability to collaborate, build relationships and work across the organization in a multi-site matrix operations environment
• Demonstrated success driving organizational change with a track record of process improvement
• Ability to plan for projects and initiatives by identifying risks and assumptions
• Exceptional influencing skills that inspire action without full reliance on authority
• Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning and financials
• Ability to probe beyond symptoms to determine the underlying causes of problems

Education:

• Call center or production management background; experienced in leading managers (team leaders)
• Bachelor's degree or equivalent experience, advanced degree is preferred
• Familiarity and understanding of financial industry is preferred
• 13-15 years of which 6-8 years is in Operational process management
• Leading and managing large teams for 3-4 years with a track record of building teams, managing employee motivation

• Competence in Risk & Control, knowledge of Citi policies and procedures, ability to identify and mitigate emerging risks
• Experience in complex financial analysis and ability to work with relevant business applications and interpret data
• Strong PC skills (Microsoft Office)
• Project management experience is preferred
• Strong service background in the financial services sector is preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.



Job Family Group: Operations - Core



Job Family: Operations Support



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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