Citigroup Digital Channels Readiness Head in Jersey City, New Jersey
TTS Service Innovation and Readiness (SI&R) Global Channel Testing & Readiness (GCTR) team focuses on creating a competitive advantage for our business by ensuring the delivery of best-in-class client experience as it relates to new digital banking channel products and services readiness. The Project Group Manager is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Applies in-depth understanding of the business impact of technical contributions. Digital Readiness expertise and strong commercial awareness is a necessity. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.
Strategic Leadership of the Digital Readiness Team during a period of considerable business growth and functional transformation
Responsible for the day-to-day management of multiple regional teams and functional areas
Manage multiple global and complex readiness projects for commercialization with focus on a digital client experience
Oversee global governance of transformation programs
Serve as a core team member of Digital Channels, Payment and Receivable Ops, and Service Transformation operating team
Global alignment with Regional Service Heads for Digital Channels initiatives
Identify key business drivers and opportunities in reducing client inquiries with focus on Digital Day 1 while driving readiness projects and strategies
Global oversight of the digitization and client adoption program
Core team member in designing service components for new TTS products
Management of regional Digital Channels single point of contacts including focusing on building out support in LATAM
Identify key business drivers and opportunities to enhance key Service support tools
Ensure Service team is equipped to understand and operate post all significant process or product changes.
Ensure client service standards are maintained through change and CSOs are engaged to promote and represent changes to clients
Define end state operating model attributes and assess current and future products and services against these attributes
Lead a program that tracks gaps to end state operating model through to resolution
Monitor appropriate metrics insuring overall operating efficiency, process improvements, and overall digitization goals for the business
Deliver against opportunities for, and implement process improvements, service or technology enhancements
Look to reduce expenses through effective and efficient implementations of new products and processes
Insuring digitalization and inquiry reductions are at the forefront of what is being implemented
Oversee Technology Planning Calendars delivery for Platinum Clients
Apply comprehensive understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that have impact beyond own area.
Manage and support team initiatives, such as process re-engineering/automation, and drives business results
Ensure all global activities are aligned with Treasury and Trade Solutions Project Management standards
People Management of global and regional teams including offshore vendor teams
Setting and review performance objectives, goals, and target productivity and book of work expectations
Manage resource allocation and ensure all areas of the program are appropriately staffed.
Budget management: Financial budget management for P&L(s)
Identify control deficiencies and implement appropriate procedures to mitigate any risk or control losses
Ensure that all projects within the department are on target, on budget, and being managed effectively
Ensure that the team meets all audit and control requirements
Ensure that the department is operating at peak operating efficiency and service quality
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.
10+ years of relevant experience
A proven track record with 10+ years of project management or banking experience
Demonstrated working knowledge of readiness for product commercialization
Understanding of Digital Products and Services as well as the respective operational processes
Proven ability to build strong collaborative relationships that culminate in a delivery track record
Understanding of the client journey from setup to service support and ability to keep the client experience and expectations in mind through all phases of a project
Solid understanding of project management methodology, including the ability to develop detailed project plans, status reports, etc
Proven leader with strong interpersonal, analytical, negotiating, influencing, collaboration, facilitation, prioritization, decision making and conflict resolution skills
Ability to work and lead in a matrix, cross functional and virtual setting
Excellent organizational skills with the ability to work well under pressure, respond to tight deadlines and exercise excellent judgement in setting or adjusting priorities in a fast-paced environment
Excellent written and verbal communication skills with the ability to adapt delivery to the target audience
Proficient in MS Office applications (MS Excel, Powerpoint, Word, Project, Visio) and SharePoint
Citi experience preferred
Job Family Group:
Operations - Core
Operations Project Management
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