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NAM Head of Continuous Improvement and Shared Services (C15)

Company: Citigroup Inc.
Location: Jacksonville
Posted on: September 13, 2020

Job Description:

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Career Opportunity NAM Head of Continuous Improvement and Shared Services (C15) Apply Now Locations: Irving, Texas, Jacksonville, Florida Job Function: Decision Management Employee Status: Regular Job ID: 20196535 The NAM Head of Continuous Improvement and Shared Services (Specialized Analytics Sr. Group Manager, C15) will lead the Continuous Improvement and Shared Services Analytics team, supporting the Bank’s overall digital transformation, Operations functions (Core Operations, Transaction Services, Fraud, etc.) and improvement of customer experience. The candidate will partner with Service Excellence, Customer Experience, Operations Functions, Technology and Digital partners to identify Customer Pain Points across multiple journeys. The candidate will manage multiple teams through other managers. The candidate will need to have in-depth understanding of how this sub-function contributes to achieving the objectives of the Operations Analytics function. Excellent communication skills required in order to negotiate internally, at a senior level. Some external communication/negotiation may be necessary. Responsible for executing functional strategy in area managed. Determines approach to implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation and contribution to future strategy of the area(s). Impact reflects size of team managed, strategic influence on the business and interaction with other functions or businesses. Full management responsibility for multiple teams, including management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. May be doing involved or responsible for diverse (cross-discipline) activities.

Essential Duties and Responsibilities

Analytics leader with experience in analytics and information management across multi-product relationships for customers and households

Must demonstrably understand the data sources and analytic techniques that are used at scale by large consumer finance institutions, but also have significant experience leading and innovating in the areas of customer recognition, cross-channel servicing and operations through a series of appropriate business intelligence, analysis, models and strategies, implemented either internally in our decision systems, or externally at third-party providers

Leverage advanced analytics to dimension pain points, conduct root cause analysis, and partner with Service Excellence team to solution and prioritize pain points for implementation

Drive complaint management analytics, including governance

Prioritize and lead process deep-dives on selected areas that require more comprehensive re-design and deeper analytics.

Challenge, rethink and redesign operational business practices as needed to identify areas of improvement. Significant influence and execution skills in ambiguous contexts.

Support the War Room approach for all in-scope Journeys across countries

Partner with the Complaints Management Team to ensure active analysis and action items are identified to reduce complaints significantly

Be fully accountable for end results, planning, policy formulation and significant contribution to future strategy of the group

Ability to influence across the organization to socialize / gain backing for key initiatives needed in the space.

Provide thought leadership to Senior Management by staying abreast of industry trends and technology advancements and competitor processes and procedures

Key Cultural Fit:

You have a deep understanding and passion for data and analytics and leveraging data to identify pain points and solutions; passion for analytics as a craft and the people who practice it

Be a practitioner and an advocate for the value of analytics in refining business outcomes and must have a demonstrated ability to work within the company and across industries to identify and source talent, design required training to cover analytics skills gaps, and grow and promote analytics talent

You are entrepreneurial, and thrive in environments with a blank canvas that will allow you to flex your intellectual muscle to contribute to building a strategy from the ground up.

You have a passion for service excellence and making it as easy as possible to do business with us

You have a keen interest in new technologies and are always on the lookout for “what’s new” and drawing on best practices from within and outside the industry.

You are naturally gifted at thinking of ways to “do things better, faster, smarter.”

You work well in high-pressure situations, and consistently deliver under tight time constraints while delighting your stakeholders.

You can work across boundaries to fill the gaps, and drive accountability for yourself and others.

Qualifications:

15+ years of experience, including 8-10+ years' managerial experience

Experience working within financial services and analytics

Experience working directly with business partners to ensure optimal design and delivery of consumer facing solutions

Logical, analytic and rational thinker; strong data analytics capabilities, especially cost analysis and internal/external benchmarking.

Change agent; demonstrated bias for action and sense of urgency. Ability to influence and work effectively with Senior Managers and with large teams across countries, functions and businesses. Strong interpersonal and conflict resolution skills with a sense of urgency and initiative are attributes critical for success.

Ability to communicate in a compelling manner with all levels of management and across all functional areas – both written and oral.

Ability to operate in a highly matrixed and ambiguous environment, navigate through the global framework, handle conflicting priorities and problem-solving skills.

Ability to influence, create support and buy-in across a wide range of stakeholders; creating a strong network of relationships among peers, internal partners, external constituencies, senior decision makers and stakeholders.

High intellectual curiosity. Strong analytical and cognitive skills with ability to translate into actionable business decisions and execution plans.

An understanding of Citi's businesses, the major strategic issues and the Senior Management landscape would be beneficial.

Highly motivated, organized and methodical.

Team player with the ability to manage in a matrixed environment is necessary.

Strong understanding and experience with the digital banking landscape

Education:

Bachelors/University degree (preferably in Economics, Mathematics, or related field), Master’s degree preferred; managerial experience

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US ------------------------------------------------------

Time Type : ------------------------------------------------------

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity CLICK HERE .

To view the "EEO is the Law" poster CLICK HERE . To view the EEO is the Law Supplement CLICK HERE .

To view the EEO Policy Statement CLICK HERE .

To view the Pay Transparency Posting CLICK HERE .

Apply Now

© 2020 Citigroup Inc. 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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .

View the "EEO is the Law" poster. View the EEO is the Law Supplement .

View the EEO Policy Statement .

View the Pay Transparency Posting .

Keywords: Citigroup Inc., Jacksonville , NAM Head of Continuous Improvement and Shared Services (C15), Other , Jacksonville, Florida

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