The Project Intermediate Manager provides leadership and supervisory responsibility for medium-sized operational/administrative team(s)) of clerical/support employees. Good understanding of procedures and concepts within own technical/subject area and a basic knowledge of other areas in order to understand how they relate to own area. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Improves process efficiencies in support of unit objectives. Requires a basic conceptual/ practical grounding in policies as they apply to the business. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Typically deals with variable issues with potentially broader business impact. Influences decisions through advice, counsel, facilitating services to others or through joint accountability for volume, quality and timeliness of end results. No direct responsibility for financial or resource planning. Work generally affects own team as well as other closely related work teams. Full supervisory responsibilities. including duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.

Responsibilities:

• Manages work flow or process change and redesign; forms a strong basic understanding of the specific product or process associated with a project under management.
• Develops and maintains a strong subject matter expertise in a highly diverse and complex set of operational and systems processes central to a projects.
• Maintains project support from concept to post implementation.
• Handles questions, assesses issue root cause, and develops/implements process enhancements post implementation.
• Participates in the identification, assessment, and resolution of issues impacting a project including but not limited to root cause analysis as well as development and orchestration of remediation plans through to resolution.
• Develops detailed project plans and maintains project schedules; prioritizes tasks and acquires required resources as necessary.
• Coordinates projects, which may require constructing and communicating a business case that typically involves a significant change to an existing system and/or process.
• Utilizes interview techniques, system knowledge and Customer input to develop requirements and project plans for all operational needs on moderately complex projects.
• Ensures a successful implementation by working with developers, testers and customers and providing direction in resolving problems or issues.
• Coordinates all operational readiness needs: Process Changes, Capacity, Training and Communications.
• Provides regular updates on the progress of project/program implementation to project team, customers, developers and senior managers on project team.
• Becomes the Subject Matter Expert for each project/program and supports all questions, issues resolution or Process enhancement post implementation.
• Delivers formal and informal presentations to a variety of audiences.
• 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:

• 5+ years of relevant experience
• Certification in project management is a plus
• An understanding of key Systems Development Lifecycle as well as LEAN concepts and techniques.
• Knowledge of and experience in Internet, E-Services, Technical Support, Mobile or alternate servicing channels.
• Must have a moderate degree of expertise in the development of requirements and project plans

Education:

• Bachelor’s/University degree or equivalent experience

ο Manage all facets of daily operations, ensuring compliance with relevant policies and procedures including: BOW financial forecasting, headcount planning, and centralized policy/reporting.
ο Manage and administer administrative affairs of the Captive Organization.
ο Act as contact point for all information relating to business unit.
ο Aggregate and synthesize PPM program/project status report information for the MOR’s
ο Gather information and metrics required to support the day-to-day activities of Captive and Vendor engagements
ο Manage the standard use of tools such as PTS and templates to facilitate project planning and governance across the organization.
ο Prepare reports, briefings and presentations as appropriate.
ο Work closely with financial control, resource management and other key support areas to maximize efficiency.
ο Facilitate various senior management meetings, including MOR review governance meetings, monthly business reviews, and support team off-sites.
ο Responsible to provide transparency into time tracking
ο Monitor, track and improve various PPM processes in operation for the department
ο Involvement in process improvements & identifying common toolsets across the department / technology.
ο Lead and coordinate hiring for India captive. Manage demand/HR interaction. Send hiring status to department managers
ο Monitor and track local audit requirements, ISG mandates and mandatory trainings
ο Working closely with Global teams