Director - Collections Senior Group Manager

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Job Overview

The Collections Sr Group Manager manages multiple teams through other managers. In-depth understanding of how own sub-function contributes to achieving the objectives of the function. A good understanding of the industry, direct competitors' products and services, is also necessary in order to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas. Excellent communication skills required in order to negotiate internally, often 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.

Responsibilities:

• Manages business planning initiatives for a large functional area

• Ensures that Ops organization is defining and implementing systems that are aligned with business strategy and goal

• Accountable for end results, budgeting, planning, policy formulation and significant contribution to future strategy of the group

• Performs cross family management duties

• Collaborates on medium to long-term planning for broad issues affecting the business

• Resolves issues referred by subordinate managers and staff

• Manages resource supply and demand; may include hiring, staffing and maintaining a diverse and effective workforce

• Serves as Internally recognized Ops subject matter expert that influences the way things are done

• Applies broad and comprehensive understanding in multiple functional areas as well as underlying business strategies

• Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions

• Establishes strategic plans for the function

• Demonstrates thorough knowledge of how own function integrates within the overall organization to contribute to achieving business goals

• Requires a good working knowledge of the industry

• Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations

• Draws on diverse range of internal and external sources

• Influences and negotiates with senior leaders (across functions); may communicate with external parties

• 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:

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

Education:

• Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Role is responsible for the performance management of all performance for Collections, Credit and Recovery (CCR) along with all back-office activities both domestic and offshore, highlights:​

• Phones – Partner with CCR Senior Leadership, CLSS team and Vendor Leadership across all CCR segments to ensure performance and adherence to stated objectives:

  • Credit – Overside performance of all vendor resources (~200) across multiple vendor locations (Philippines (2), and Guatemala); aid in processing ~26MM applications annually and critical for successful holiday performance

  • Recovery – Oversee performance of all vendor resources (~60) across multiple vendor locations (Philippines, Guatemala, India, and LATAM)

  • PCO – Overside performance of all vendor resources (~800) across multiple vendor locations (Philippines (2), Guatemala, India, and LATAM); aid in supporting ~700MM calls annually

• BackOffice – Partner withCCR Senior Leadership, CISPL, CLSS team and Vendor Leadership across all CCR segments to ensure performance and adherence to stated objectives:

  • PCO Utilities – Overside performance of all domestic and vendor resources (~160) across multiple locations (NAM & Mumbai); aid in processing ~5.4MM correspondence annually with various regulatory requirements

  • Recovery – Oversee performance of all vendor resources (~700) across multiple vendor locations (Philippines, Guatemala, India, and LATAM)

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Job Family Group:

Operations - Management Operations

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Job Family:

Management Leadership

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Time Type:

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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