Cash and Trade Process Senior Manager Production Support Vice President

Citi • Irving, TX

3d

About The Position

The Cash & Trade Proc Sr Manager is a senior-level role with our Application Processing Solutions (APS) business. APS delivers essential services to a government client, focused on managing receivables and critical documents.
In this C13-level position, you will ensure a seamless support for our technical systems and operational equipment. Your responsibilities will include:
Team Leadership: Managing and guiding a team of 10 employees dedicated to technical and operational automation equipment system support.
Quality Assurance: Overseeing User Acceptance Testing (UAT) script writing and execution.
Project Implementation: Facilitating the operational implementation of new technology and system projects.
Technical Operations: Managing file transmissions and addressing failures and maintenance for robots and processing equipment.
Issue Resolution: Collaborating with technology partners to resolve system issues efficiently.
Due to the 24/7 nature of our global operations, this role requires availability to work weekends, holidays, and provide additional support hours as demand dictates.
Furthermore, successful completion of a government-required background check is mandatory.
As an Officer/VP-level position at Citi, the successful candidate is expected to consistently demonstrate and excel in all of Citi’s Leadership Standards.

Requirements

• Bachelor's degree or equivalent work experience.
• People management experience required.
• 3+ years experience in Production Support, Application Support, Business Analysis, or Project/program Management (preferred).
• 6-10 years of experience in a related senior-level role with experience in trade/cash operations and management.
• Proven experience in creating and implementing processes that result in improved business performance.
• Knowledge of APS or lockbox operation is required.
• Manage operational hardware vendor support and performance.
• Understanding of core operation and technical principles.
• Intermediate to advanced knowledge of MS products (Excel, Word, PowerPoint, possibly Access) for status and incident reports.
• Development of Business Requirements Documentation (BRD) and UAT Experience preferred.
• Effective verbal and written communication and strong analytical skills.
• Resolution-oriented approach required.
• Strong leader, self driven, and results-oriented.
• Strong documentation skills (technical documents, reports, meeting minutes, notes).
• Ability to communicate technical specs and solutions to a non-technical audience.
• Excellent interpersonal, analytical, and problem-solving skills.
• Six Sigma/Lean oriented with root cause and mitigation analysis skills with a sense of urgency through to resolution.
• Flexible with work schedule - able to provide escalation/production support on-call, as needed, including many nights and weekends
• Must be a US citizen or US legal resident

Responsibilities

• Oversee daily operations for multiple teams and several unit leads.
• Ensure teams meet performance and quality expectations.
• Manage staff resource allocation and assist with budget oversight.
• Resolve complex and highly variable issues with significant departmental impact, both from a systemic and process level.
• Ensure essential procedures are followed and contribute to defining workflow standards.
• Contribute to the objectives of the entire APS function.
• Appropriately assess risk in business decisions, safeguarding Citigroup, its clients, and assets.
• Drive compliance with applicable laws, rules, and regulations.
• Adhere to Policy and apply sound ethical judgment.
• Escalate, manage, and report control issues with transparency and urgency.
• Effectively supervise the activity of others and create accountability and ownership of responsibilities.
• Ensure procedures for all tasks are defined and known by the team
• Ensure proper risk self-assessment items are identified and discussed with management and risk.
• Mentor team members and provide support and guidance specific to individual development plans.
• Ensure the team has a strong understanding of role, responsibility and performance expectations.
• Create a team who is pro-active, accountable, and takes ownership.
• Ability to effectively lead a team consisting of exempt and non-exempt staff.
• Provide support, training, and coaching to production support analysts and UAT specialists.
• Partner with group manager, business requestors, and cross-functional teams to oversee execution plans to drive business results, ensuring controls and compliance.
• Advanced program or project management skills with a focus on translating program needs into requirements and timelines.
• Ability to manage self and team members to drive execution and delivery against program objectives, including client SLA and client perceptible error resolution.
• Identify program requirements, activities, and manage implementation of projects as assigned, working with appropriate cross-functional teams to execute.
• Support technology-based projects, assisting with planning, requirements, procedure creation, training, and implementation.
• Ability to think strategically, continuously looking for opportunities and efficiencies to meet evolving business needs.
• Influence team members regarding efficiency and feasibility; recommend improvements to program design or production alternatives for more efficient use of marketing dollars.
• Provide thought leadership and direction to functional groups.
• Ability to strategize and analyze the impact of a change to the operation from a people, process, compliance, and client impact.
• Identify and manage risk, minimizing outcomes and escalating where appropriate.
• Ability to create, develop, and implement process improvement strategies.
• Collaborate with stakeholders and cross-functional teams (internal and external partners/vendors) to launch campaigns and projects with high quality, within regulatory guidelines, and achieving desired results.
• Work with Product partners on process changes impacting staffing and/or overall expense.
• Ability to speak with and collaborate with cross-functional units within the bank, including senior officials and decision makers.
• Manage a multi-site operational support team of 10+ staff members across three 24/7 Lockbox locations (Delaware, New York, Texas).
• Manage a UAT team, partnering with development, IT project managers, business partners, and external vendors.
• Represent Public Sector Lockbox in day-to-day management of Production Support issues, initiatives, and implementations for operations units in Newark, DE, Irving, TX, and Buffalo, NY.
• Effectively manage the production workflow for all operational processes, providing technical, application, or hardware support.
• Understand workflow and applications processes such as file management, transmission, mainframe process knowledge, file/report release, validation, audit tracking, reporting, escalation with support teams, root cause analysis of system issues, etc)Federal Reserve Bank).
• Manage end-of-day extract and transmissions for Public Sector Agency clients, including mainframe process knowledge, file/report release, validation, audit tracking, and reporting.
• Document technical, application, and hardware processes/procedures and train operation teams and new members.
• Manage hardware and software vendors day-to-day relationship, ensuring operational deadlines/requirements are met and analyzing reported issues/trends.
• Manage technical defects and issues as first and second-level support, determining when to report to Technology and Vendor support, and managing from report to resolution.
• Initiate technical calls to address issues, conduct crisis management, and follow escalation frameworks.
• Serve as a next-level escalation or manage issues as necessary, potentially requiring off-shift coverage.
• Regularly review reported defects and issues with Technology partners and manage through to resolution.
• Responsible for updating and reporting to the Management team regarding status, aging, and management of issues.

Benefits

• In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards.
• Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs.
• Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
• For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level