Job Purpose:

This is a fast-paced role in a team supporting global investment banking with time-sensitive, exceptional quality and mission-critical services.

Job purpose is to manage a shift for a Presentation & Graphics Services Center that takes work briefs from global clients (Bankers). Work closely with workflow coordinators and help estimate work requests and plan shift-wise project delivery plans, liaise with bankers to negotiate deadlines, manage vendor deliverables, monitor the project delivery dashboard for your shift, ensure every client receives a professional advice and exceptional service.

Reporting Line:

Into the Mumbai Section Manager

Job Background/context:

Working as part of the graphics and presentations team in a busy department that produces pitchbook materials and graphic design.

Presentation Technology (Pres Tech) is a specialist group that provides services to internal clients within Global Banking (i.e. Investment Bank, Markets, Transaction Services, Private Bank, etc.) and various other clients within Citi.

Develop client relationships

• Follow up on any client feedback in a timely manner to provide a quick resolution of all issues
• Maintain a clear communication channel with the clients / bankers and provide periodic update on the status of their projects
• Proactively reach out if the output deliverables are impacted and agree to best possible plan to help the clients

Staff development

• Participate in the recruitment and training process
• Coach, mentor and develop staff, providing constructive feedback in a timely fashion
• Ensure skills are fully developed and staff is managing job production 
• Prepare and deliver staff performance reviews
• Provide continual feedback for staff improvement
• Suggest/implement disciplinary procedures as necessary

Production / Operations

• Responsible for the quality and continued assessment of work
• Manage special projects — provide resources and keep communications flowing
• Manage day-to-day operations for a particular shift.  Ensure proper utilization of staff resources; and service levels are met at all times
• Actively direct Intake coordinators to build consistent shift leadership routines and predictable decision-making judgments  Collaborate with shift quality checkers, global hub workflow / managers
• Provide for building feedback mechanism and quality metrics for managing people performance
• Help associates grow and professional mature; Initiate targeted professional development for staff; be proactive to provide guidance and encouragement for learning and development
• Use data and facts in order to make informed operational/tactical decisions. Be proactive in managing/escalating issues
• Fill-in as Workflow Coordinator as and when required
• Any reporting, tracking as delegated by Manager from time to time
• Participate and contribute to department initiatives & projects

Development Value:

• Leadership skills
• Manage a large operations and metrics including a unique (onsite vendor) operations model
• Innovate and create working solutions for clients
• Exposure to a diverse group of clients at all levels of the organization

Knowledge/Experience:

• At least 3 years in a Presentation and Documents operations

Leadership experience: 

• Minimum 4 years shift leadership experience in a large presentations / graphics center running one or more shifts.
• Strong leadership qualities to work in and to support smooth functioning of a 24/7 operation

Qualifications:

• Bachelor’s degree

Skills:

• Exceptional written and verbal skills are necessary in order to communicate relevant and timely information to clients, management and staff
• Analytical and conceptual skills
• Coaching and mentoring skills

Competencies:

• Excellent customer service skills and administrative skills
• Availability and the ability to handle a busy production environment, which involves the presence and/or contact with operations on all shifts on a routine, ongoing basis
• Create a supportive atmosphere where all can develop and succeed
• Willingness to rotate across shifts to support business needs.
• Typical schedule will be a 5-day work week (non-hybrid work model) with each shift being 9 hours (incl. 1 hour of break). Mumbai center covers 7am to 1.30am IST, Mon to Sun.

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