Citi Group VP – TSP Head - City 

Mexico, Mexico City 

487811661

Responsibilities:

• Oversee daily operations for multiple teams and several unit supervisors and ensure teams meet performance and quality expectations
• Manage staff resource allocation while assisting with the development and oversight of the budget
• Resolve complex and highly variable issues with significant departmental impact
• Evaluate performance and make recommendations for training/development, pay increases, hiring, terminations and other personnel actions
• Ensure essential procedures are followed and contribute to defining workflow standards
• Contribute to the objectives of the entire Transaction Services function
• 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:

• 6-10 years of experience in a related senior level role with experience in trade / cash operations and management
• Proven experience in creating and implementing processes that result in improved business performance
• Effective verbal and written communication and analytical skills

Education:

• Bachelor's/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Responsibilities:

• Manage an expanding team of TCAP/TSP staff who work closely with top-tier clients ensuring we are meeting their expectations and providing key metrics and deep dive analysis on our performance
• Map, document and work through the key challenges facing our service and onboarding teams when supporting our client’s needs across Western Europe
• Drive key regional initiatives including PACT Roll Out, TCAP Model Development and VOC
• To take the lead working with Product, Implementations, Sales and Coverage on client experience projects
• Drive consistency in client experience across the cluster through alignment with Global approach
• Collaborate with the Innovation Lab and leverage solutions to enhance employee and client experience
• Complete prioritisation of development requests with Service Teams, and in turn with Product & Technology
• Use technology solutions to drive employee and client experience enhancements
• Communicating progress of the project(s) to relevant parties and/or Section Manager, Department Manager and Senior Management
• Identify, track and document issues and risks where appropriate
• Ensure project plans are created and maintained
• Ensure documented reviews of project documentation takes place provide strong analytical, technical, business and/or management expertise to the group
• Lead Client At Risk/Sensitive Client programme & calls for Trade
• Develop a robust approach to VOC Progress management, follow up and monitoring across the cluster
• Keep updated on all new market and regulatory requirements affecting client portfolio/base
• Simplify the client experience and eliminate delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfaction resolution
• Lead client commercialisation efforts across the region to increase online banking utilisation, reduce MIFT and roll out of key client digitization initiatives
• Review of client facingcollaterals, includingtraining materials and ensure a structured process is created in relation to client training, education and digitisation
• Lead VoC reporting & tracking publishing regular MIS and updates to senior management for EMEA
• Service model reviews and enhancements to ensure optimum model in place for all segments
• Conduct deep dive analysis on client inquiries/MIS and provide results to senior management including action plans and progress to reduce inquiries and improve client experience
• Review of Client Complaints process to ensure alignment with strategic initiatives such as VOX

• Excellent communication skills (written and oral),fluent in English and Spanish is a must
• Strong project management skills
• A commitment to the delivery of quality customer service
• Ability to liaise with multiple areas.
• Strong investigative and analytical skills.
• Ability to work independently within a team environment.
• A strong understanding of Client Operations related functions and processes.
• Knowledge of applicable Operational Policies / procedures / Control Standards
• Ability to work effectively in situations requiring analytical, interpretive, and problem solving techniques
• Detailed and independent thinking style
• Strong influencing and negotiation skills; ability to build and maintain effective networks and relationships

Skills:

• Proactive in identifying opportunities
• Self-motivated. Willing to take ownership and responsibility
• Organisational – managing demands from several sources and working to deadline
• Ability to multi task
• Resourcefulness- ability to conduct research
• Presentation skills
• Strong technical knowledge of Citi system

Competencies

• Excellent communication both oral and written.
• Excellent analytical skills
• Ability to work with little supervision but within boundaries
• Ability to manage multiple prioritiessimultaneously Demonstratea Proactive approach to work

Qualifications

• 6-10 years of experience in a related senior level role with experience in trade / cash operations and management and client services areas
• Proven experience in creating and implementing processes that result in improved business performance
• Effective verbal and written communication and analytical skills

Education

• Bachelor’s degree/University degree or equivalent experience, Master’s degree is plus

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Time Type:

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