The key objective of this role is to ensure effective, robust & proactive management of Commercial Card Core operations and Customer Service teams. The role demands to manage Client On boarding, Back Office Maintenance, Reconciliation, Payments and Settlements and Customer service 24/7 team.
The role offers exposure to diverse areas within the bank - enabling the candidate to develop by interacting with in-country Product, Implementations, Technology. The candidate will have the opportunity to develop expertise in all aspects of Commercial Card Operations, and will play a highly visible and vital role in supporting the businesses through its vendor partners on innovating, developing, implementing and leading initiatives relating to Operations goals and objectives.
Managing commercial card teams (both core ops and service)
Mainly in charge of four major responsibilities focusing on below activities.
Card holder onboarding
Application processing core team management
Payments / Settlements team management
24/7 customer service management
Dispute team management
Ensuring smooth execution with no operational error being aligned to in-country compliance and regulations.
Working with Cards Operations lead to define the operations framework and road map and implement it within key vendor partner frameworks and in-country teams.
To ensure all current state Citi processes are documented in a standard format.
Oversight of core business Controls functions
Align with Risk & Controls framework more broadly in Operations and Third Party Management
Identify and drive opportunities to standardize Citi processes using Process Excellence.
Process Excellence & Automation
To analyze and understand business requirements and create a plan of action to implement
Manage risks, issues or escalations for card related tasks
Ensure Controls are at the heart of processes and procedures, and are robustly achieved in the operational areas especially with vendor partner operations.
8-10 years of experience in a related operations management role
Knowledge and experience in Card business
Good understanding of Risk-related aspects of operational activities is essential
Experience of working in a matrix/multi-site environment
Proven experience in creating and implementing processes that result in improved business performance
Effective communication and analytical skills
Effective people management skills
Effective vendor management skills
Expert level proficiency in Windows, MS Project, MS Office (MS word, Excel, PowerPoint etc.)
Effective presentation skills
Relationship management and influencing competency.
Ability to work with intensity in a pressurized environment (multi-tasking is essential) and to retain sound decision-making judgement.
Must be proactive and prepared through own initiative to investigate issues with the minimum of information
Excellent communication with ability to engage at all levels, both verbally and through written materials
Self-motivated and core ability to drive result
Japanese – Native / Advanced level (Read, Write, Speak fluently)
English – Advanced level (Read, Write, Speak fluently)
Bachelor’s/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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