Job Description

Role: Senior Vice President - Head of TTS Corporate Cards Customer Service Operations-ASIA Location: NKP, Mumbai The key objective of this role is to ensure effective, robust & proactive management of Regional Commercial Card Core operation functions. The role offers tremendous exposure to diverse areas within the bank - enabling the candidate to develop by interacting with Product, Implementations, Operations & Technologies, Account Management and other relationship teams in the region, which include in-country processing teams. The candidate will have the opportunity to develop expertise in all aspects of Commercial Card Operations, and will play a highly visible and vital role in supporting the businesses through its vendor partners on innovating, developing, implementing and leading initiatives relating to Operations goals and objectives. Responsibilities: Reporting to the Regional Core Operations Head for Commercial Cards. Serve as backup to the Core Operations Head. Working with a direct and matrix team structure across LATAM, with the Cards Controls Officers and representatives in each of the LATAM clusters. To assist Regional Core Operations Head to define the operations framework and road map and implement it within key vendor partner frameworks and in-country teams. To ensure all current state Citi processes are documented in a standard format. Oversight of core business Controls functions such as AML/Sanctions, Manager Control Assessment/GRC (self-audit), KPI reporting quality & standardization across LATAM Work closely with third party vendors to ensure adherence to controls, risk mitigation, and timely closure of gaps discovered through ongoing, over-sight monitoring. Preparations within audits performed in Cards, with activities executed in each of the clusters/markets, as required Align and link in with Risk & Controls framework more broadly in TTS Operations and Third Party Management Maintaining a strong culture of EUC/Robotics management and controls through limited entitlements is critical to protecting Citi data from loss and misuse, to identify and classify EUC in complying with the EUC Standards. Defined service governance framework and implement across region to achieve consistent operational delivery standards. Identify and drive opportunities to standardize Citi processes using Process Excellence. Identify labour intensive processes and those with a high number of manual touchpoints. Identify and analyze opportunities to automate processes using Intelligent Automation by working with the Citi Tech Program Lead and vendor partner teams. Create \'Future State\' automation opportunities using Machine Learning, Technology Enhancement and Artificial Intelligence. Process Excellence & Automation Ensure process and functional due diligence is undertaken on behalf of the region To analyze and understand business requirements and create a plan of action to implement Create a project plan to deliver and be aware of any key linkages and dependencies between work streams Manage risks, issues or escalations from regional work streams Day to Day Responsibilities: Financial Planning for Commercial Cards Client Operations functions attributed to vendor partner costs /investment and maintain control over these financials to meet the budgeted numbers. Be an active player in client experience forums in order to ensure operations are in line with resolving client issues. Be an active participant in tech projects, enhancements in order to ensure operations and controls framework are adhered. Developing and leveraging strong working relationships with country teams and vendor partners. Liaising with stakeholders within Citi, and externally beyond Citi, to ensure that best practices are being used within Commercial Cards and onsite at vendor partner locations. Continuous dialog with Service Teams and CAS to ensure smooth and seamless client experience. Championing the work-force-transformation on robotics automation for the Commercial Cards business in the region. Critically analyze KPI, KRI trends, drive continuous system and process improvements, to achieve optimal operating efficiency within the function and vendor partner operations. Collate, monitor key metrics and creating presentations and newsletters for publications. Assist the Regional Head in operational efficiency improvement efforts to establish & maintain leadership & to enhance customer service experience though our vendor partner operations. Ensure Controls are at the heart of processes and procedures, and are robustly achieved in the operational areas especially with vendor partner operations. Ensuring strong financial management and consistently high standards in accounting procedures relating to Fraud/Dispute operations with vendor partners. Always exercise leadership behaviors\' in line with the O&T Operating Principles and Leadership Standards. Talent Acquisition Identification of required talent within incumbent organization Devise and execute recruitment strategy for Vendor partners. Devise and support a talent retention strategy for incumbent staff Define the skills, abilities and experience required for Back Office roles at vendor partner sites. Ensure documented s for all roles Support the selection and recruitment of staff within vendor partners. Agree the phasing and on-boarding on new staff at vendor partners and release from incumbent. Support Probation Reviews within vendor partners. Qualifications: Bachelor\'s or Master\'s degree in any discipline 12-15 years of experience in a relatedoperations management role Prior experience and knowledge of Cards is essential Good understanding of Risk-related aspects of operational activities is essential Working knowledge of AML, Sanctions and local country regulations Experience of working in a matrix/multi-site environment Experience with vendor management. Skills: Ability to create strategy, and convert into the successful execution of activities to support it. Analytical and Problem Solving skills Superior verbal, written and numeracy skills Proficient at MS Office Ability to handle demanding customers and work against deadlines Presentation Skills Competencies: Independent thinking, with strong thought leadership to challenge the status quo. Relationship management and influencing competency. Ability to work with intensity in a challenging environment (multi-tasking is essential) and to retain sound decision-making judgement. Must be proactive and prepared through own initiative to investigate issues with the minimum of information Excellent communication with ability to engage at all levels, both verbally and through written materials Self-motivated and core ability to drive results Structured working competency - Details-focused. Job Family Group: Commercial and Business Sales Job Family: Relationship Management Time Type: 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. 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