Job Background / context :
General Services & Travel forms a part of the Citigroup Shared Services organisation, which in turn sits within the broader Citigroup Operations and Technology division.
General Services & Travel LATAM, provides the day-to-day operations and vendor management from the following core services across 20 countries for all of Citi’s internal businesses including Investment Banking, Global Wealth, Private Banking and Operations & Technology.
The Core Services include :
Statement production & distribution
Mail & Distribution Services
Managed Print Services
Corporate Car services administration,
Travel including Ground transportation
General Services & Travel also manage 50+ country specific services on behalf of the residing businesses and other service groups.
The primary objective is to ensure that each service is optimally configured and managed to ensure quality and service which is scalable, measurable and sustainable.
The success of the service is determined and illustrated by adding tangible value by avoiding unnecessary expense whilst providing optimum value for money.
The role requires an experienced, capable and influential manager who can deliver cost effective and high quality solutions in a very demanding and constantly changing environment.
Key Responsibilities :
Strategic development and leadership of Transaction Print across the LATAM Region and supporting the broader Global Strategy in conjunction with the Global Product Head, EMEA and NAM Global Transaction Print Leads and LATAM General Services Head.
Active partnership with key stakeholders including ESC management & direct internal business groups.
Building and maintaining strong relationships and dialogue with key internal clients to ensure that services provided are customer centric and continually adapted to the changing needs of the business.
Interaction with senior MD’s across Cluster up to and including Citi’s Operations & Technology management team.
Service delivery and operational management (performance analysis, issue management, innovation, change management and continuous performance improvement).
Rigorous financial management and influence of direct and indirect spend. Identification and sustained delivery of cost efficiencies.
Risk mitigation ensuring that all implemented or proposed solution is robust and protect client / bank confidential data.
Ensuring compliance with commercial regulations
Management of significant outsourced operations including oversight of structured vendor management environment.
Building and maintaining a robust control environment across all areas of responsibility.
Definition and monitoring of service standards (quality and volume metrics) and active management to ensure that consistently high performance is achieved.
Demonstrates an in-depth understanding of how own area integrates within the overall function to achieve objectives; requires a good understanding of the industry.
Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources.
Conduct regular project review meetings with the client and project team to keep everyone abreast of project initiatives.
Provide direction and updates in all key areas : Client On-Boarding, Enhancements, Escalation Process, Saves / Innovation and Charges / Billing.
Ensure that regular supplier meetings are structured and timely (monthly, quarterly, annually).
Degree level qualification or equivalent work experience
MBA or equivalent qualification would be a significant advantage
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and type of experience
Knowledge / Experience :
In depth knowledge of Client Print Solutions
Significant operational experience in related or similar areas ideally within financial services
Proven track record in managing large, complex outsource solutions spanning multiple geographies
Performance management experience
Extensive BPO understanding and proven execution
Developed vendor management experience
Significant client liaison or relationship management experience
Broad knowledge of financial services products and environment
Fundamental understanding of controls and associated processes
Experience of managing change management projects