SVP / Operations Support Group Manager

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:

• Ensure that Quality Control programs for Reg E and Reg Z are effectively aligned.  Identify opportunities to improve case standards and to expand documentation.

• Manage resources conducting both Reg E and Reg Z Quality Control functions.

• Manage resources conducting Partner SLA Monitoring & Secure Messaging

• Handle client escalations for Retail Bank, Branded Cards, and CRS.

• Align the customer complaint and escalation processing across all Claims processes.

• Ability to perform root cause analysis to identify the underlying causes of problems or issues and recommend strategies for preventing the same issues from reoccurring in the future.  Familiarity with DMAIC, Lean, or Six Sigma processes would be preferred.

• Partner with the Core Operations Customer Experience (CX) team to address opportunities such as processing of ATM Deposit/Withdrawal disputes, Reg CC disputes, etc.

• 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

• People Management skills

• Experience with quality controls and with Consumer Protection Regulations, such as Reg E and Reg Z

• Experience in a 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

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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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Primary Location:

San Antonio Texas United States

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Primary Location Full Time Salary Range:

$119,680.00 - $179,520.00

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: