VP - NAM CBUSOL Client Onboarding Team Manager (Hybrid)

This role is to align with the growing new TTS demands of the CCB client-base in North America and create a renewed onboarding strategy for Citi to become a more relevant advisor and to be further integrated into the developing CCB ecosystems through seamless onboarding, advisory and strategic positioning.
 

Job Purpose:

• Leads a team with a client focus for a successful Onboarding experience for CCB clients by helping to build the foundation of Onboarding readiness for the CCB forecasted growth in the next 5+ years.
• Communicates a vision that is innovative and agile and in line with CCB forecasted client expectations and aligned to the overall CitiBusiness Online Banking strategy and goals.
• Continually developing strong relationships with CCB stakeholders (sales, coverage) to ensure alignment and momentum for a shared vision of expectations, partnership and alignment on account opening integrity.
• Drives continuous improvement and project implementation for the TTS-CCB Onboarding team. Ensures cohesion between different internal functions and teams and drives the ongoing development, growth and people stability.
• Manages a department/group consisting of employees and contractors with respect to on-time and proper execution of tasks, internal trainings, control and reporting to Senior Management. Executes on all people leadership functions, managing absence and holiday leave, remuneration etc.
• Ensures coordination of all account opening deals-monitoring reporting to various stakeholders, and queue management. Prioritisation and client TAT focus.
• Provides oversight of all processes, procedures and control functions of activities as well as taking care of on-going acquaintance of staff with new procedures, rules and regulations, external rules or with changes occurring in binding internal regulations, procedures, and bank regulations.

Key Responsibilities:

• Ensures effective operational risk management, compliance of processes with regulations - ensuring system monitoring risk including quality assurance matrices and entitlement reviews.
• Identifies risks within the managed processes and undertaking initiatives associated with prevention – this is critical to identify the nuances that cause delays within the CCB current and result in poor VOC score.  Ensures management of tools in accordance with binding regulations. Ensures proper functioning of system for monitoring quality indicators, ensuring that corrective undertakings are implemented on time and in proper manner.
• Ensures high levels of productivity across all teams. Agree, adhere to, and exceed service level agreements that appropriately support our business partners. Ensures high quality of output across teams.
• Drives improving quality processes, reduce operational costs including overtime, increasing effectiveness. Ensures efficient management information systems and capacity plans. Drives partnership with CCB units and persons as described in operational procedures, execution of communication with internal and external customers.
• Ensures effective management of initiatives and projects across internal teams, including documentation and tests whilst instilling an agile project framework mind-set. Manages migrations of new processes, functions into the team.
• Able to prioritize multiple projects, closely monitors progress and follows up accordingly. Leverages metrics to evaluate team performance and find optimization opportunities. Interfaces, influences and negotiates with senior leadership, regional business partners, vendors and any other stakeholders driving implementation initiatives.
• Ensures strong leadership standards and practices are established for all internal teams, including performance management, global project management, recruitment, coaching and feedback to staff, absence planning, compensation planning, promotion/advancement reviews, and training/development, succession planning.
• Instils a strong culture of risk awareness, client escalation avoidance, detection and prevention across teams – and manages key CCB stakeholders with appropriate updates with timely reporting and engagement.
• Prepares and supervises on time execution of the training plan for the area. Performs identification of talents and building strategy for the development of staff.
• Drives improvement opportunities arising from Voice of Customer (VOC) and Voice of Employee (VOE) questionnaires. Develops a team culture in accordance with organizational values.
• Builds and manages the supervised area, motivating staff to effective execution. Identifies and develops the effective successor. Provides strategic direction for departments managed. Brings experience from prior management roles at Citi or other large financial institutions with deep experience in process/project management.
• Drives end results of an area and exercises control over resources, policy formulation and planning. Activities primarily affect a sub function. Engages in short to medium-term planning of actions and resources for own area.
• Manages complex and highly variable issues with substantial departmental/product impact. Responsible for all internal and external project related activities to ensure a timely and smooth client onboarding process.
• Provides strategic direction to the TTS-CCB Onboarding NAM Head and areas of improvement identified.  

Governance, Risk and Controls:

• Drives end results of an area and exercises control over resources, policy formulation and planning.
• Activities primarily affect a sub function. Engages in short to medium-term planning of actions and resources for own area. Manages complex and highly variable issues with substantial departmental/product impact.
• Responsible for all internal and external project related activities to ensure a timely and smooth client onboarding process.
• 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 behaviour, 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.

Skills:

• Minimum 10 years of operations and transactional banking experience and advisory experience.
• Must have strategic planning experience, preferably with digital policy development.
• Experience with a geographically dispersed and complex matrix organisation.  
• Wide organizational knowledge and cross-functional team work experience to deliver multi-work stream projects.
• Communication and presentation skills to command senior client and senior internal stakeholder meetings (Steering Committees). Strong Leadership skills; ability to promote team building and develop partnerships with other teams. Ability to analyze and solve complex problems; effective influence skills.
• Exceptional track record in people leadership. Strong senior stakeholder management experience.
• Proactive and able to work on own initiative. Flexibility. Good communication skills with the ability to be assertive. Organized with an excellent attention to detail. Ability to focus on high quality work while under pressure.
• Comfortable working with large quantities of data. Comfortable working independently in a dynamic and challenging environment.
• Strong academic qualifications would be desirable. Exceptional spoken and written English skills. Strong Microsoft skills: Word, Excel, PowerPoint. Strong focus on Control and Process optimization and documentation. Proven project and process management skills. Proven people management.

Competencies:

• Knows how to “leverage the network” and interact professionally with colleagues from all divisions.  
• Basic knowledge of cash management
• Advanced knowledge of SI/Systematics, Salesforce, CDCB and NAM CBusOL Account Opening (preferred)
• “Can do” attitude, dynamic, high energy levels with strong initiative.
• Self-starter, Adaptable, Team player.
• Proven ability to deliver and exceed on stretch goals.
• Motivating team members.
• Knows how to leverage a global organisation

Qualifications:

• University Degree or equivalent experience (preferred)
• PMP/Agile Certification (preferred)

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Primary Location:

San Antonio Texas United States

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Primary Location Full Time Salary Range:

$93,440.00 - $140,160.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

Apr 01, 2025

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