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VP - Vendor Sr Manager - US Cards Retail Collections (ROHQ - Vendor Management Unit)

Job Req ID 21330374 Primary Location City of Taguig, Philippines Job Category Corporate Services
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Works directly across all levels of Vendor Management structure within the call center production hierarchy; including daily interaction, strategic planning, and management of partner objectives and goals.

Key responsibilities

  • Operations Excellence – Monitor performance and implement improvements. Ensure quality of service. Manage site productivity, site goals, quality, audits, NPS, compliance, and attrition.Liaison with top management
  • Third Party Risk Management – Support the Citi Operational Risk Senior Manager with managing contracted Citi Retail Services Vendors located in Offshore Geographies.Assist Offshore Senior Operational Risk Senior Manager with managing Key Productivity and Quality Metrics
  • Project Management - Assist in the development of strategic plans for operational activity. Implement and manage operational plans.Ensure effective and efficient operational processes in coordination with the following Support Groups - Control/Compliance, Quality, WFM, Capacity Planning, Information Security, Learning Management, Scorecard, and other ad hoc Citi project groups

Key competencies:

  • Innovative and solutions-oriented
  • US Collections experience/ preferred but not required
  • Knowledge on WFM Capacity Planning/Forecasting, and Vendor Training Delivery
  • Broad background with different analytic approaches to drive:
  • Vendor SLA’s to optimize staffing efficiency and productivity
  • Balanced and optimized performance
  • Strong collaboration across different portfolio managers; resource partners, vendor operation and its resource units to drive continuous improvement
  • Experienced with performance management oversight, both Onshore and Offshore
  • Strong skills in Excel and Power Point
  • Willing to work in the night shift


Job Family Group:

Corporate Services


Job Family:

Supply Chain


Time Type:

Full time


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