Ops Sup Sr Supervisor

The Ops Sup Sr. Supervisor 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.

The Small Business Servicing team supports the Small Business Deposits Portfolio in the administration and maintenance of accounts and conducts RSM research investigations. This team is responsible for the servicing of the portfolio up to $5M, handling requests initiated by credit officers, bankers, clients, or the Citi Business phone team. Requests are routed via RSM & FileNet for processing and include case types such as Abandoned Property, Accounts Reconciliation, CD Maintenance, AOM Address/Phone Number Change, Incorrect Transaction Amount, Missing Transactions, Missing Items, Multiple Postings, NRA Change in Circumstance, Photocopy Checks Teller Withdrawal, Tax Form Correction, Tax Form Reprint, Unauthorized ACH, and Unauthorized ATM POS.

Top 3 Risk if not fulfilled: Delay in Transition/ Inadequate capacity could result in negative SLA metric impact, regulatory risk and increased overtime. This req# is raised for Criticality 4 process. The role is for Team manager who would have 16 direct reports. 100% of their time will be spent on managerial activities and coaching team in Reconciliation activities.

Responsibilities:

Lead and mentor an Operation Support team through delegating daily tasks and responsibilities as well as recommending new work procedures to help streamline operations

• Conduct training, monitor quality and quantity of team work and provide feedback on performance, including making recommendations on pay increases, promotions, terminations, etc.

• Analyze Operations information and make evaluative judgements to solve problems Responsible for Identifying and resolving routine problems and operational issues with broader departmental impact within established procedures

• Identify hiring needs to ensure adequate staffing

• Serve as a backup for manager, as needed

• Has the ability to operate with a limited level of direct supervision.

• Can exercise independence of judgement and autonomy.

• Acts as SME to senior stakeholders and /or other team members.

• Ability to manage teams. Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.

• 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:

• 8 -12 years of related business experience including at least one-year supervisory experience

• Proficient in Microsoft Office

• Proactive leadership and motivational skills

• Proven organization and time management skills

• Demonstrated problem-solving and decision-making skills

• Knowledge in Citi AI tools and Lean methodology

• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• Bachelor’s degree/University degree or equivalent experience

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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