Client Experience and Delivery Manager – Operations will be part of senior management team of operations and technology in the country.
Responsible for ensuring transactions are processed accurately and on time in coordination with the Transaction Services team.
Apply in-depth disciplinary knowledge to reach solutions and ensure deliverables are completed efficiently and accurately.
The incumbent will manage the client experience and key payments projects at an industry level with interaction with regulator and external support teams
The incumbent will oversee service matters and develop client experience improvement road map and be responsible for client satisfaction
The incumbent will oversee and manage operations teams both on site and in remote processing locations
The opportunity provides room for growth and mobility
Review service quality, production systems, and client reporting within cash and trade operations
Analyze complex and variable issues to resolve issues and ensure team deliverables meet performance and quality expectations
Recommend quality reviews of cash management services, production systems, and client reporting
Manage performance, identify areas of development/training and make recommendations for pay increases, promotions, terminations, hiring, etc. of team
Contribute to planning, budget management and formulation of procedures
Serve as backup to the Cash and Trade Operations Senior Manager
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.
5-8 years of experience in a related cash and trade operations management role
Proven experience in creating and implementing processes that result in improved business performance
Effective verbal and written communication and analytical skills
Bachelor’s/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.