The Operations Support Group 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 Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.
Responsibilities:
- Design, oversee, and evaluate operative strategies to have efficient processes, improve the customer experience, and reduce losses to the institution
- Design strategies that generate improvements
- Review processes, procedures, strategy changes, and capacity plans to ensure productivity, inventory control, and turnaround time according to Service Level Agreements (SLAs)
- Oversee all policies and procedures are in place to ensure operations run within the highest quality standards, Fraud and Regulatory Risks are minimized, and customers have a positive experience
- Develop proposals for all initiatives and communicate opportunities and progress against the proposal in a concise and timely manner to senior leadership
- Provide judgements based on analysis of facts and a diverse range of internal and external sources in complicated, unique, and dynamic situations
- Negotiate internally and communicate management report to senior management, recommending next course of action
- Participate in improvement projects with internal and external stakeholders
- Partner with senior line directors to identify opportunities and communicate conclusions and analysis back to senior management
- 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.
Qualifications:
- 10+ years of relevant experience
- Required Licensing/Registration: Series 7, Series 9, Series 10, Series 24, Series 63,
- Experience in management position related to Operations function
- Experience in Finance or Banking
- Consistently demonstrates clear and concise written and verbal communication
Education:
- Bachelor’s degree/University degree or equivalent experience
- Master’s degree preferred
Skills:
Vendor governance
Contract management
Stakeholder management
Operational analytics
Negotiation and commercial management
Risk and compliance oversight
Preferred Background:
Experience in industries such as:
BPO / outsourcing
Financial services
Technology / SaaS
Global operations
Shared services
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Job Family Group:
Operations - Core
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Job Family:
Operations Support
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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