Cash and Trade Processing Senior Manager

Job Summary

The Cash & Trade Proc Sr Manager is a senior-level role with our Application Processing Solutions (APS) business. APS delivers essential services to a government client, focused on managing receivables and critical documents.

In this C13-level position, you will ensure a seamless support for our technical systems and operational equipment. Your responsibilities will include:

• •Team Leadership: Managing and guiding a team of 10 employees dedicated to technical and operational automation equipment system support.
• •Quality Assurance: Overseeing User Acceptance Testing (UAT) script writing and execution.
• •Project Implementation: Facilitating the operational implementation of new technology and system projects.
• •Technical Operations: Managing file transmissions and addressing failures and maintenance for robots and processing equipment.
• •Issue Resolution: Collaborating with technology partners to resolve system issues efficiently.

Due to the 24/7 nature of our global operations, this role requires availability to work weekends, holidays, and provide additional support hours as demand dictates.

Furthermore, successful completion of a government-required background check is mandatory.

As an Officer/VP-level position at Citi, the successful candidate is expected to consistently demonstrate and excel in all of Citi’s Leadership Standards.

Responsibilities

Operational Management

• •Oversee daily operations for multiple teams and several unit leads.
• •Ensure teams meet performance and quality expectations.
• •Manage staff resource allocation and assist with budget oversight.
• •Resolve complex and highly variable issues with significant departmental impact, both from a systemic and process level.
• •Ensure essential procedures are followed and contribute to defining workflow standards.
• •Contribute to the objectives of the entire APS function.

Risk, Compliance, and Supervision

• •Appropriately assess risk in business decisions, safeguarding Citigroup, its clients, and assets.
• •Drive compliance with applicable laws, rules, and regulations.
• •Adhere to Policy and apply sound ethical judgment.
• •Escalate, manage, and report control issues with transparency and urgency.
• •Effectively supervise the activity of others and create accountability and ownership of responsibilities.
• •Ensure procedures for all tasks are defined and known by the team
• •Ensure proper risk self-assessment items are identified and discussed with management and risk.

People Management & Development

• •Mentor team members and provide support and guidance specific to individual development plans.
• •Ensure the team has a strong understanding of role, responsibility and performance expectations.
• •Create a team who is pro-active, accountable, and takes ownership.
• •Ability to effectively lead a team consisting of exempt and non-exempt staff.
• •Provide support, training, and coaching to production support analysts and UAT specialists.

Program & Project Management

• •Partner with group manager, business requestors, and cross-functional teams to oversee execution plans to drive business results, ensuring controls and compliance.
• •Advanced program or project management skills with a focus on translating program needs into requirements and timelines.
• •Ability to manage self and team members to drive execution and delivery against program objectives, including client SLA and client perceptible error resolution.
• •Identify program requirements, activities, and manage implementation of projects as assigned, working with appropriate cross-functional teams to execute.
• •Support technology-based projects, assisting with planning, requirements, procedure creation, training, and implementation.

Process Improvement & Strategic Thinking

• •Ability to think strategically, continuously looking for opportunities and efficiencies to meet evolving business needs.
• •Influence team members regarding efficiency and feasibility; recommend improvements to program design or production alternatives for more efficient use of marketing dollars.
• •Provide thought leadership and direction to functional groups.
• •Ability to strategize and analyze the impact of a change to the operation from a people, process, compliance, and client impact.
• •Identify and manage risk, minimizing outcomes and escalating where appropriate.
• •Ability to create, develop, and implement process improvement strategies.

Collaboration & Stakeholder Management

• •Collaborate with stakeholders and cross-functional teams (internal and external partners/vendors) to launch campaigns and projects with high quality, within regulatory guidelines, and achieving desired results.
• •Work with Product partners on process changes impacting staffing and/or overall expense.
• •Ability to speak with and collaborate with cross-functional units within the bank, including senior officials and decision makers.

Production Support & Technical Operations (Public Sector Lockbox Specific)

• •Manage a multi-site operational support team of 10+ staff members across three 24/7 Lockbox locations (Delaware, New York, Texas).
• •Manage a UAT team, partnering with development, IT project managers, business partners, and external vendors.
• •Represent Public Sector Lockbox in day-to-day management of Production Support issues, initiatives, and implementations for operations units in Newark, DE, Irving, TX, and Buffalo, NY.
• •Effectively manage the production workflow for all operational processes, providing technical, application, or hardware support.
• •Understand workflow and applications processes such as file management, transmission, mainframe process knowledge, file/report release, validation, audit tracking, reporting, escalation with support teams, root cause analysis of system issues, etc)Federal Reserve Bank).
• •Manage end-of-day extract and transmissions for Public Sector Agency clients, including mainframe process knowledge, file/report release, validation, audit tracking, and reporting.
• •Document technical, application, and hardware processes/procedures and train operation teams and new members.
• •Manage hardware and software vendors day-to-day relationship, ensuring operational deadlines/requirements are met and analyzing reported issues/trends.
• •Manage technical defects and issues as first and second-level support, determining when to report to Technology and Vendor support, and managing from report to resolution.
• •Initiate technical calls to address issues, conduct crisis management, and follow escalation frameworks.
• •Serve as a next-level escalation or manage issues as necessary, potentially requiring off-shift coverage.
• •Regularly review reported defects and issues with Technology partners and manage through to resolution.
• •Responsible for updating and reporting to the Management team regarding status, aging, and management of issues.

Qualifications

• •Education: Bachelor's degree or equivalent work experience.
• •Experience:
• •People management experience required.
• •3+ years experience in Production Support, Application Support, Business Analysis, or Project/program Management (preferred).
• •6-10 years of experience in a related senior-level role with experience in trade/cash operations and management.
• •Proven experience in creating and implementing processes that result in improved business performance.

• •Technical Knowledge:
• •Knowledge of APS or lockbox operation is required.
• •Manage operational hardware vendor support and performance.
• •Understanding of core operation and technical principles.
• •Intermediate to advanced knowledge of MS products (Excel, Word, PowerPoint, possibly Access) for status and incident reports.
• •Development of Business Requirements Documentation (BRD) and UAT Experience preferred.

• •Skills:
• •Effective verbal and written communication and strong analytical skills.
• •Resolution-oriented approach required.
• •Strong leader, self driven, and results-oriented.
• •Strong documentation skills (technica