BTSS LATAM Region Head
Citigroup Inc
Costa Rica,
hace 13 días

Business and Travel Shared Services (BTSS) is looking for a senior leader to lead the LATAM region. This individual will strengthen and upgrade the partner relationships, drive innovation and efficiencies in country processes, optimize organization models, provide new opportunities for talent growth, and ensure projects are well managed.

Responsibilities include; in partnership with the Global Product Heads, execute the Global Core services strategies in countries, manage and improve the country services provided on behalf of EIO&T partner organizations who do not have a presence (Business Partner Services) and rationalize, streamline and relocate local services where possible.

The 2019 budget is $17MM with 100 DS / Extended workforce and more than 418 when the ESPs are included.

Key responsibilities include

Strategy & Execution

Partner with the BTSS Global Product Heads to ensure regional strategy and execution plans align with the global product strategy

Lead efforts to expand the global core product responsibilities in respective countries and businesses not already covered

Provide regional subject matter expertise and business considerations to help define regional product scope

Create and implement the LATAM BTSS Regional Strategy for Business Partner and Local Country Services, Productivity, Saves to the Business and Talent.

Continue to review organizational models and drive efficiencies

Drive change by partnering with various stakeholders with clear accountability.

Stakeholder Management

o Develop strong relationships with key Stakeholders in each country. Meet with SCOOs and CCOs of each country to understand country needs and provide updates on the global BTSS strategy, Core Services strategies, and Regional and Country projects

o Drive regional client feedback programs

o Run Design Thinking engagements focusing on clients pain points and respond with solutions

In Country Services

Partner with BTSS Strategy & Execution to determine the standards services to be managed in each country

Rationalize the appropriate work responsibilities in each country

Ensure standard processes are utilized in each country, and any deviations are documented and appropriately managed through MCA

Provide monthly metrics for products within the In Country Service model

Operational & Performance Management

Develop the annual regional plan for process improvements, efficiencies and productivity

Monitor all services / process executed in country. Review metrics, identify opportunities and drive efficiencies

Implement metrics and performance management where not already defined globally

Supplier / Vendor Management

In partnership with Global Product Heads engage with Regional and In-Country vendors ; Monitor regional supplier activities

Manage day-to-day client and vendor operations in partnership with Regional Product heads; escalate any service issues to Global Product Head

Monitor the non-Core vendors with a focus on efficiencies and reduction of the number of suppliers in countries where feasible

Drive remediation of deviations to the supplier / vendor contracts, including performance (SLAs) and costs (invoices, incorrect prices)

Risk & Control

Ensure standard processes and controls are implemented; if regional / country deviations are identified, ensure effective controls in place, monitored & reported

Ensure the Product’s Minimum Operating Standards (MOS) are being followed

Ensure that all countries identify control gaps, risks and develop mitigating controls and plans to remediate

Financial Management, Reengineering and Project Management

Develop and manage the regional budget in partnership with BTSS Business office, Citi Finance and Global / Regional Products Heads

Meet Financial and Productivity targets

Manage all regional projects in compliance with CSS and BTSS standards utilizing detailed project plans, tracking and reporting tools

Monitor project performance within the region and countries; escalate issues to Global Products Heads and Global Program Office

Identify regional process improvement and reengineering opportunities; develop execution plans in partnership with BTSS Program Office


With the global BTSS CAO drive staff programs including standardization of roles, job descriptions and levels

Identify and develop key talent leveraging Regional and CSS programs where possible

Drive regional employee engagement programs including participation in CSS development opportunities and VOE.

Management Experience

o 10+ years of management experience

o Cultural sensibility, experience managing a diverse, multi country organization

o Strong leadership and people management skills focusing on development and growth of a team

o Ability to set and implement strategy

o Ability to work with multiple global and regional stakeholders

Innovation and Change Focus

o Ability to identify and lead change and innovation in an organization

Relationship Management

o Ability to develop and maintain constructive relationships with senior leaders and peers

o Ability to drive the development of customer councils / user groups as well as satisfaction surveys and follow ups

o Collaborative "team player" orientation with a strong cultural awareness

o Effectiveness at working with and across various levels within and outside Citi

Influencing Skills

o Ability to persuade others to change their behavior without formal authority

o Strength of character to make unpopular decisions when necessary

o Strong communication skills - oral and written

o Ability to get support and implement, across organizational boundaries

Education Level

Associate's Degree / College Diploma

Yes, 10 % of the Time

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