SVP - Operations Support Group Manager - Workforce Optimization

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.

Bachelor’s degree/University degree or equivalent experience

Master’s degree preferred

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