Job Purpose:

• Execution of the Business strategy and operational delivery for the local franchise in conjunction with the Business Regional Heads

• UK support to include back up of UK & Jersey Country Manager

• Ireland back up if and when required to cover absence, as part of UK & Ireland back up arrangement

• Responsible for the oversight and management of the service including operational and vendor management

• This role will involve ensuring that all duties and requests are resourced and completed in a controlled and timely manner. Meeting and delivering minimum business operating standards to our agreed service levels

• This is an internal customer-facing role and the incumbent will be responsible for interacting with Citi’s internal stakeholders to ensure that our Products (services) are delivered to support their needs, as well as communicating key changes and strategy implementations

• Operational execution of business core responsibilities and services.

Job Background/Context:

Business & Travel Shared Services (BTSS) is a global service organization that provides a variety of internal core products and services to the business. These comprise of:

• Mail and Distribution (including mailroom operation, messenger service),

• Archiving services (archiving, retrieval, scanning)

• Managed Print Services (copy room operation, device rental and maintenance, paper and accessories supply),

• Global Vehicle Program (management of Citi Business, Pool and benefit Vehicles)

• Marketing and Transactional, Print Services (including statement printing, customer bulk correspondence, e-statement)

• Office Supplies and Stationery

• Business Travel

• Corporate Card Program

• Late Night Meals Program.

Key Responsibilities:

Operations Management:

• Work closely with UK & Jersey Country Manager to ensure efficient delivery of BTSS services in country

• Conduct regular review of BTSS processes against policy and regulatory requirements 

• Build and maintain strong relationships with key internal clients, interfacing regularly and provide updates on strategic initiatives to key stakeholders, such as senior cluster management, country management (Country Officers) and business heads. Meet regularly with stakeholders on requirements and expectations on BTSS performance

• Ensure and maintain good relationship and cooperation with suppliers and partners

• Build and maintain a robust control environment across all areas of responsibility

• Actively participate in regional and global calls

• Escalation of  issues as appropriate and manage upwards effectively and implement a robust communications plan

• Management of significant outsourced operations

• Resolve issues with a sense of urgency identifying and addressing root cause to prevent reoccurrence

• Fulfil all Third Party Management requirements on a timely basis where applicable.

Strategy:

• Develop and Execute BTSS strategy in coordination with Cluster and Region heads and in line with Product strategy

• Identify and realize continuous improvement and reengineering initiatives that will lead to cost savings, standardization, productivity improvements and efficiencies

• Ensure compliance with global, local and regional policies and procedures while meeting local regulations

• Lead local change initiatives / programs

• Direct participation and/or coordination in critical transformation projects

• Understand cluster / region market trends, competitors and new supplier capabilities.

Financial Management:

• Rigorous financial management and influence of direct and indirect spend

• Provide explanation on monthly variances

• Execute Book of Work strategic plans and track and drive progress and report savings on a timely basis.

Culture:

• Be aware of the values and ethics of the organization

• Encourage innovation and digital mindset and a culture of openness to change

• Encourage continuous improvement mindset

• Encourage idea submission through Bright Ideas and Service Revolution platform.

Knowledge/Experience:

• Technical Competencies

• Strategic Sourcing

• Customer Relationship Management (CRM)

• Applying Lean Processes

• Legal, Financial, Tax and Accounting Topics

• Custody Processes Archiving, Mail, Printing Services, Statement, Office administration, and control of vehicles, Travel, Office and Kitchens Supply 

• Risk Management

• Operations Management

• Execution, Planning, Scheduling Control

• Project Management, Lean Management

• Third party management

• Talent and people management.

Skills:

• Both written and spoken English proficiency is required

• Operational experience

• Knowledge of market/industry trends

• Vendor Management experience preferred

• Identify & leverage best practices for continuous process improvements & Re-engineering

• Strong reporting experience & skills

• Experience in expense management & cost reduction

• Experience of risk & control requirements in a banking environment

• Strong customer service delivery background

• Expert skill set in Microsoft Applications

• Excellent communication skills

• Execution of BTSS strategy in line with directives provided by Regional, Global and Product leads.

What we Offer:

We work hard to have a positive financial and social impact on the communities we serve. In turn, we put our employees first and provide the best-in-class benefits they need to be well, live well and save well.

We’ll provide you with the resources to meet your unique needs, empower you to make healthy decisions, and allow you to choose which benefits suit you and your personal life best.

Visit our Global Benefits page to learn more.

Highlights to our core benefits include:

• Award winning pension

• On-site health services

• Private medical insurance packages to suit your personal circumstances

• Paid parental leave

• Generous holiday allowance starting at 27 Days plus bank holidays; increasing with tenure