Cash and Trade Processing Manager Assistant Vice President

Citi • Newark, DE

3d • $78,080 - $117,120 • Onsite

About The Position

The Public Sector Lockbox business is a 24/7 operational unit which provides a variety of services to government clients to assist them in managing their receivables and important documents. The functions of this business include Mailroom, Batching, Scanning, Dispatch and Data Entry for a variety of clients. Most functions occur in a POD or small team environment. A successful candidate manages the efforts of 25+ staff members who perform these tasks. The candidate must be able to work most holidays and weekends, and successfully complete the government-required background check. Extended hours may be required to complete job requirements. This role is an officer/AVP at Citi and therefore, is expected to excel at Citi’s Leadership Standards.

Requirements

• Minimum 2 years supervisory experience required, in lockbox operations environment preferred
• Customer service and/or multi-shift experience preferred
• A demonstrated history of effective management and career development skills
• Strong interpersonal skills and positive peer engagement experience in a diverse environment
• Strong and effective written and verbal communication skills across diverse audiences and levels
• Strong “Emotional Intelligence”, or the capacity to recognize, control, and express your own emotions while being empathetic to the emotions of others
• Must have strong attention to detail and solid time management and organizational skills
• Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment
• Maintain full understanding of operational processes through training, hands on experience; lead by example
• Demonstrated ability to be a change agent and embrace new technology in a fast paced, changing environment
• Ensure schedule flexibility to accommodate 24/7 management coverage needs and off-shift meetings
• Proficiency in Windows and Microsoft Office required
• U.S. Citizenship or Permanent Residency (green card) is a requirement for this position
• Required to pass an extensive background check that is renewed every 5 years
• High School diploma or GED required
• BS/BA preferred, or equivalent work experience required

Responsibilities

• Responsible for managing a team of 25+ staff members that fluctuates based on seasonal volumes; this includes management of Citi direct staff and oversight of Agency staff
• Recognize the value of our people: Value their differences; help them grow and develop; tap their full potential; treat everyone with respect and dignity
• In partnership with individual staff members, find creative ways to positively impact his/her career growth and trajectory. Work with peers within and across shifts and sites to identify and develop a diverse and effective talent pipeline for internal mobility.
• Serve as the primary and first point of escalation for staff members and internal clients.
• Manage daily production activities of the team including appropriate resource allocation, setting and reviewing performance goals, monitoring functional and shift-level metrics, ensuring all client SLA’s are met
• Conduct regular monthly 1:1s with each Citi staff member covering progress against goals and individual performance plans, providing coaching and feedback including productivity and quality metrics, attendance metrics, leadership standards achievement, development/training needs and all other aspects of employee management
• Appropriately communicate organizational information and updates through department and floor meetings, appropriate email/IM, and regular in-person communication
• Write and deliver detailed mid-year and year-end performance appraisals
• Appropriately welcome and indoctrinate new hires to organization
• Reward results - recognize, reward and promote talent based on performance ("the what" and "the how”); highlight people who role model Citi’s Leadership Standards, celebrate exceptional team behavior and outcomes
• Continually find ways to Be the Best for our Clients
• Regularly monitor quality reports and eliminate client-impacting defects through coaching and process improvement initiatives
• Lead root cause analysis review on client impacting concerns, and provide detailed information and proposed solutions regarding findings
• Participate in all client-facing events as needed
• Consistently practice the ‘One-Team’ perspective collaborating business decisions within and across shifts
• Effectively partner across sites and businesses through leadership and active participation in site-wide Task Forces, councils and projects
• Network/navigate within the organization in order to troubleshoot and resolve escalated issues
• Attend and actively participate in shift turnover meetings, huddle with POD team to provide updates and daily strategy
• Through an assortment of communication avenues, maintain frequent, effective and transparent communications with peers, managers and staff across shifts and sites
• Serve as deputy for the Cash & Trade Senior Processing Manager (VP) and cover for peers within and across shifts as needed
• Work with internal teams and vendors to understand existing processes and business requirements and aid the successful implementation of new technology and/or products
• Identify opportunities and lead initiatives to implement process improvements and expense-reduction enhancements
• Champion at least one task force or committee and provide regular senior management updates with measurable impact
• Actively lead Lean and Operations Excellence project teams, client projects, or other internal initiatives. Ensure 100% attendance and engagement in Operations Excellence sessions and Citi Lean Training
• Manage change effectively and positively
• Conduct team building and morale building initiatives with your team, across shifts and across sites
• Lead and actively participate in People Strategy efforts across shifts and sites
• Represent Public Sector Lockbox appropriately in all site-wide initiatives, executive-level tours and community efforts
• Ensure Adherence to all departmental policies, client requirements, and compliance guidelines within a strictly regulated environment
• Participate in Audit preparation and review processes
• Identify control deficiencies, participate in monthly MCA reviews and implement appropriate procedures to mitigate any risk
• Ensure 100% timely completion of mandatory training, EmDD and EERS reviews
• Create and monitor appropriate metrics for PODs, shift, site and organization
• Ensure overall operating efficiency and maintain standards for conduct, quality, performance and productivity and address corrective action when necessary
• Handle Escalations and provide timely/accurate resolutions
• Provide required monthly temporary agency reporting and performance comments
• Increase annual employee satisfaction survey scores and connect culture committees across all sites, sharing best practices

Benefits

• medical
• dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED