Cash and Trade Processing Intermediate Associate Analyst

About this role

Job Summary The Cash & Trade Production Support role is an intermediate 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 B11-level position, you will ensure a seamless support for our technical systems and operational equipment. Your responsibilities will include: • Team Collaboration:  Effectively collaborating and operating amongst a team of up to 10 employees dedicated to technical and operational automation equipment system support. • 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.   Also addressing internal hardware and software roadblocks.

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.

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. • Meet performance and quality expectations. • Ensure aiding in budget management • 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. • Ensure effectiveness of all assigned job expectations • Ensure proper risk self-assessment items are identified and discussed with management and risk.

Leadership • Adhere to Citi’s leadership principles

• Provide support and guidance to both production support peers and operational partners • Ensure a strong understanding of role, responsibility and performance expectations. • Act proactively, with accountability, and take ownership. • Provide support, training, and coaching to new production support analysts

Program & Project Management • Partner with group manager, business requestors, and cross-functional teams to execute plans to drive business results, ensuring controls and compliance. • Understanding of project implementation flow. • Ability to manage self to drive execution and delivery against program objectives, including client SLA and client perceptible error resolution. • Identify program requirements, activities, and support 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 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) • 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). • Support 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. • Support hardware and software vendors day-to-day relationship, ensuring operational deadlines/requirements are met and analyzing reported issues/trends. • Support 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. • Serve as a first-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. •

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