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.

Key Qualifications:

• Project Management (PM) & Operations Leadership: Over 10 years of combined experience in leading and managing high-impact projects, ensuring timely delivery within budget, and aligning them with organizational goals. Proven track record in spearheading operations, optimizing processes, and enhancing performance metrics.

• Robotic Process Automation (RPA): Proficient in implementing RPA solutions that streamline workflows, reduce operational costs, and boost productivity. Adept at identifying automation opportunities and driving transformative change across business processes.

• Data Management / MIS & Analytics: Skilled in leveraging data-driven decision-making to generate actionable insights, develop robust MIS systems, and facilitate strategic planning. Experienced in managing large datasets, performing complex analyses, and delivering comprehensive reports.

• Training & Development: Committed to fostering a culture of continuous learning and development. Proficient in designing and delivering training programs that enhance team competencies and drive professional growth.

• Finance & Banking Expertise: Seasoned in navigating the intricacies of the finance and banking sectors, with a deep understanding of industry regulations, compliance requirements, and financial operations.

• Communication: Consistently demonstrates clear, concise, and impactful written and verbal communication, facilitating effective stakeholder engagement and collaboration across all organizational levels.

Education:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred
• Strong technology background

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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