Cash and Trade Processing Manager Assistant Vice President

About this role

Business Overview: The Public Sector Lockbox business is a 24/7 operational unit which provides a variety of services to government clients to assist them in managing their receivables and important documents.  The functions of this business include Mailroom, Batching, Scanning, Dispatch and Data Entry for a variety of clients.  Most functions occur in a POD or small team environment.  A successful candidate manages the efforts of 25+ staff members who perform these tasks.  The candidate must be able to work most holidays and weekends, and successfully complete the government-required background check.  Extended hours may be required to complete job requirements.  This role is an officer/AVP at Citi and therefore, is expected to excel at Citi’s Leadership Standards, categorized below. 

Develops Our People: • Responsible for managing a team of 25+ staff members that fluctuates based on seasonal volumes; this includes management of  Citi direct staff and oversight of Agency staff   • Recognize the value of our people:  Value their differences; help them grow and develop; tap their full potential; treat everyone with respect and dignity • In partnership with individual staff members, find creative ways to positively impact his/her career growth and trajectory.  Work with peers within and across shifts and sites to identify and develop a diverse and effective talent pipeline for internal mobility. • Serve as the primary and first point of escalation for staff members and internal clients. • Manage daily production activities of the team including appropriate resource allocation, setting and reviewing performance goals, monitoring functional and shift-level metrics, ensuring all client SLA’s are met  • Conduct regular monthly 1:1s with each Citi staff member covering progress against goals and  individual performance plans, providing coaching and feedback including productivity and quality metrics, attendance metrics, leadership standards achievement, development/training needs and all other aspects of employee management • Appropriately communicate organizational information and updates through department and  floor meetings, appropriate email/IM, and regular in-person communication • Write and deliver detailed mid-year and year-end performance appraisals • Appropriately welcome and indoctrinate new hires to organization • Reward results - recognize, reward and promote talent based on performance ("the what" and "the how”); highlight people who role model Citi’s Leadership Standards, celebrate exceptional team behavior and outcomes

Drives Value for Clients: • Continually find ways to Be the Best for our Clients • Regularly monitor quality reports and eliminate client-impacting defects through coaching and process improvement initiatives • Lead root cause analysis review on client impacting concerns, and provide detailed information and proposed solutions regarding findings • Participate in all client-facing events as needed

Works as a Partner • Consistently practice the ‘One-Team’ perspective collaborating business decisions within and across shifts • Effectively partner across sites and businesses through leadership and active participation in site-wide Task Forces, councils and projects • Network/navigate within the organization in order to troubleshoot and resolve escalated issues • Attend and actively participate in shift turnover meetings, huddle with POD team to provide updates and daily strategy • Through an assortment of communication avenues, maintain frequent, effective and transparent communications with peers, managers and staff across shifts and sites • Serve as deputy for the Cash & Trade Senior Processing Manager (VP) and cover for peers within and across shifts as needed

Champions Progress • Work with internal teams and vendors to understand existing processes and business requirements and aid the successful implementation of new technology and/or products • Identify opportunities and lead initiatives to implement process improvements and expense-reduction enhancements • Champion at least one task force or committee and provide regular senior management updates with measurable impact • Actively lead Lean and Operations Excellence project teams, client projects, or other internal initiatives.  Ensure 100% attendance and engagement in Operations Excellence sessions and Citi Lean Training • Manage change effectively and positively

Lives Our Values • Conduct team building and morale building initiatives with your team, across shifts and across sites • Lead and actively participate in People Strategy efforts across shifts and sites • Represent Public Sector Lockbox appropriately in all site-wide initiatives, executive-level tours and community efforts • Risk and Controls: • Ensure Adherence to all departmental policies, client requirements, and compliance guidelines within a strictly regulated environment • Participate in Audit preparation and review processes • Identify control deficiencies, participate in monthly MCA reviews and implement appropriate procedures to mitigate any risk • Ensure 100% timely completion of mandatory training, EmDD and EERS reviews

Delivers Results • Create and monitor appropriate metrics for PODs, shift, site and organization • Ensure overall operating efficiency and maintain standards for conduct, quality, performance and productivity and address corrective action when necessary • Handle Escalations and provide timely/accurate resolutions • Provide required monthly temporary agency reporting and performance comments • Increase annual employee satisfaction survey scores and connect culture committees across all sites, sharing best practices

Job Qualifications: • Minimum 2 years supervisory experience required, in lockbox operations environment preferred • Customer service and/or multi-shift experience preferred • A demonstrated history of effective management and career development skills • Strong interpersonal skills and positive peer engagemen

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