Operations Support Manager

Job Description

Operations Support Manager

Grade: AVP/C12

Location: This position will be located on-site in San Antonio, Texas.

The Operations Support Manager is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.
Responsibilities:

• Lead the Operations Support department through delegation of tasks and responsibilities for multiple teams
• Conduct performance evaluations, compensations, hiring, disciplinary actions, and terminations of team members as well as determining staffing needs
• Monitor team’s end results, ensuring quality and efficiency and contributes to resource planning, budget management and formulation of procedures
• Contribute to development of new techniques, models, and plans within area of expertise
• Facilitate alignment of the Operations Support infrastructure through focused technologies and processes
• Ensure compliance with government regulations (Reg. E) as they pertain to retail accounts serviced through the evaluation and implementation of appropriate control and testing measures
• Provide evaluative judgement based on analysis of information and in-depth knowledge of policies and procedures in complicated and unique situations
• Maintain a strong, working partnership with the Fraud Group.
• 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 behavior, 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.

Qualifications:

• 5-8 years of experience managing a large team (20+) including production and daily HR functions.
• Experience managing off shore vendors preferred.
• Strong knowledge of Regulation E and its processing requirements.
• Experience in analyzing business requirements, developing test plans, and discrepancy resolution
• Ability to work unsupervised and adjust priorities quickly as circumstances dictate
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Self-motivated and detail oriented
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills
• Bachelor’s degree/University degree or equivalent experience

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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