This role is part of a strategy to create optimal client solutions to allow WorldLink Operations meet WorldLink payment volume growth being delivered via project Voyager.  Complex client deal reviews are performed for large deals to ascertain that Operations can support growth, however, there are smaller deals that are being implemented that are not optimal solutions that bypass operations.  This role will act as conduit between Sales, Regional Product and Operations to ensure that solutions being sold will allow Operations to meet the predicted growth without increasing risk or manual processes thus allowing for automation and operations excellence.  In conjunction with the expanded responsibilities, this position will also assume leadership of the existing Cross Border Payments Solutions team to allow scale and continuity across the group.

What you will do:

• Design & create effective tools to ensure all stakeholders are selling and implementing optimal client solutions to allow operations excellence in a high growth environment.
• Manage relationships with internal stakeholders like Product, Sales, Coverage teams, Implementations etc. to ensure smooth transition from sales to implementations to service and client live for all client types.
• Ensure these is a complete understanding of client needs, that there is continuous and open, constructive dialogue aiming to resolve or ease tensions and identify problems early.
• Actively support local and regional TTS projects and initiatives.
• Initiate and promote productivity, automation and efficiency projects in order to increasing STP, lower risk or create competitive advantage to Citi and Cross Border Payments.
• Embrace change and Demonstrate flexibility if manager rotation is required based on business needs.
• Ensure adherences to all Global Policies such as MPP, TPM, Timely reporting of errors and losses, BSER, Red Accounts etc
• Ensure directs have clear goals and objectives, supporting both personal and business development, Timely completion of staff annual performance reviews.
• Capacity/resource management to support the timely execution of the functional tasks and responsibilities of the unit(s) in accordance with SLA’s, and departmental operating and performance standards.
• Identify, develop and retain key talent on behalf of the overall business. Manage the performance of the direct reports, addressing poor performance sensitively and promptly and recognizing exceptional performance using the full range of supports within Citi.
• You will be the Operations point of contact for all Citi branches when an issue occurs and you will be expected to assess the impact and provide appropriate updates or escalations depending on the severity of the issue
• Support business initiatives including product/currency expansion, by working with the identified partner to confirm capacity for new business, defining processing capabilities & highlighting risks or challenges.
• Act as a point of contact for Product, Service and Operations staff for escalations relating to C3 (Comprehensive Client Care) clients (Top Revenue customers)
• Build an excellent understanding of all C3 client’s activities and setups, and produce periodic analytical reports that identify areas for improvement, pain points and opportunities to increase payment flow & revenues.
• Work with Service teams to improve Worldlink knowledge transfer into the Service organization, particularly teams covering top revenue clients and C3 participants.
• Support and contribute to client consultancy forums, deep dive analysis, postmortem analysis, optimisation projects and best practices for top revenue clients & C3 participants

What we'll need from you:

• 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
• Effective verbal and written communication and analytical skills
• In-depth knowledge of TTS Products and Services, policies and procedures including Worldlink would be a benefit.
• Strong investigative and analytical skills and ability to understand new technical and Product solutions in short time frame.
• Ability to adapt & embrace change.
• Service orientation, professionalism, proactive and strong client focus.
• Proven ability to handle complex issues, system outages, changes and recoveries.

 

What we can offer you:

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive. 

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities. 

#LI-LC1

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Job Family Group:

Operations - Transaction Services

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Job Family:

Cash Management

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Time Type:

Full time

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