Job Description

Vice President - Retail Disputes - North America - C13 Vice President - North America Retail Disputes Operations: The successful candidate will be responsible to lead Retail Disputes Operations, Projects, and Process Management with a mandate to optimize the operating model to support business and product expansion. The incumbent will also be responsible for the management and leadership of approximately 60+ FTEs. Individual in this job family is involved in providing day-to-day operational support. Activities include implementation support, administrative and operations coordination for the various products programs and services offered by the business. Product management includes expanding operations capabilities for new products and services. The job family facilitates alignment of the operations support infrastructure with focused technologies and processes. Includes user acceptance testing and platform rollouts. Individuals in this job family serve as liaisons between operations staff, product managers, relationship managers, portfolio managers\' custodians, and clients. This job family would also include support activities dealing with record/documentation maintenance, storage & retrieval, account opening, imaging and administering/maintaining client accounts. ROLE & RESPONSIBILITIES: Business/Department Objectives: Create a Center that is source of talent and delivery excellence. To be the best-in-class Personal Banking Operations Center in Asia through ownership and accountability. Accountable for the management of North America Retail Disputes Operations\' site operational activities, including providing top-level guidance and direction to the department. Core Responsibilities: Lead a team of 60+ staff with 5 - 7unit managers / met business objectives by developing talent 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, staff has clear goals and expectations Effective Communication for both internal and external stakeholders providing regular updates on the operations develop strong working relationship between the Consumer Ops site team, North America Operations team 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 businessplan 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 Evaluates subordinates\' performance and makes recommendations for staffing, pay increases, promotions, terminations, etc. Determines hiring to ensure adequate staffing 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 and diplomacy skills may negotiate with external parties Financial/Budgetary: Meet the expense plan Key Deliverables: Meet expense plan Pass all Internal and External Audit reviews Enhance Client Experience Attract, Develop and Retain Talent Skills: People and Process Management, Communication skills Leadership stills strong communication and presentation/public speaking skills Team building - Ability to manage diverse teams, conflict management Execution skills (Quick thinker who can take strategic decisions to implement, ability to prioritize, analytical thinking and attention to detail) Ability to handle pressure, Strong interpersonal skills required for frequent multi-level interaction Requirements Education and Experience: Operations management experience leading managers (team leaders) Bachelor\'s degree or equivalent experience, advanced degree is preferred Familiarity and understanding of retail banking industry with strong understanding of credit / debit card disputes process preferred Good understanding of VISA / Mastercard dispute life cycle with knowledge of Reg E / Reg Z policy is an added advantage 10-15 years of which 7-9 years in Operational process management Leading and managing large teams for 2-4 years track record of building teams, managing employee motivation Competence in Risk & Control, detailed knowledge of Citi policies and procedures, ability to identify and mitigate emerging risks Management 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 Technical Skills: Experience in problem solving and ability to infer relevant business applications Strong PC skills (Advanced Microsoft Office) Project management experience is preferred Lean certification & RPA experience is added advantage Other: Excellent oral and written communication skills Ability to work effectively in the face of ambiguity, shifting priorities and multiple deadlines Experience in interviewing 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 . View the \'\' poster. View the . View the . View the

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