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Chief Sourcing Officer / CPO– EIO&T

Locations: London, England, New York, New York, Tampa, Florida Job Function: Project and Program Management Employee Status: Regular Job ID: 19105705

The Resource Management Organization’s (RMO’s) mission is to assist Citi in transforming, optimizing and continuously improving resource management, inclusive of labor, products and services.  RMO uses a global, business-centric support model that provides holistic and integrated resource options and capabilities to Citi businesses, and by working closely with them, ensures optimal value at the lowest total cost.  Additionally, through this combination of capabilities, RMO will transform itself by integrating and streamlining its processes, accelerating speed to market, increasing efficiency, and more effectively managing third party risks.  To enable success in this mission, a number of organizations were brought together into RMO, including Resource & Location Strategy (R&LS), Enterprise Supply Chain (ESC), Non-Employee Global Staffing Office (NE-GSO), Citi Service Center (CSC) Governance, Site Research & Analysis (SRA), and Third Party Management (TPM) Operations.   

The EIO&T organization consists of approximately 20,000 employees globally, and has a budget of $7B in spend supporting the firm globally. The organization focuses on the enterprise wide needs of both technology and operations across Citi, managing today’s needs and activities as well as focusing on the future needs of the business.

Central to enabling this RMO business-centric mission is the creation of global sector support organizations led by Senior Relationship Managers (SRMs).  The core objective of the RMO SRM is to work with his or her assigned business sector in designing and executing effective resource transformation, management and continuous improvement strategies, while delivering world-class strategic sourcing and procurement services to that sector (either directly from the SRM’s team or indirectly from other areas of RMO and the firm).  The SRM’s core goals include assisting his/her supported sector in:

  • Designing and executing resource strategies that optimize our labor globally—ensuring the right resources, in the right roles and best processes, in the right locations, from the right sources, at the right total costs;
  • Providing strategic sourcing and procurement services across all products, services and commodity categories to minimize the total cost of ownership to Citi;
  • Managing supplier risk while ensuring supplier performance is  appropriately governed and quality/productivity enhanced; and,
  • Incorporating the use of CSCs in the sector’s resource strategy wherever practical and working with the CSC governance network to drive increased CSC value for the sector.

The SRM is a critical, strategic transformation and influence management role; he/she must be a trusted agent working effectively at the highest levels of leadership and throughout the leadership levels of his/her supported sector.  The SRM has to be very strong in building effective relationships.  Given the size and complexity of Citi, the ability to influence change indirectly will be critical.

Key Responsibilities

The Senior Relationship Manager (SRM) will be responsible for partnering with internal clients in the development, design and execution of a resource strategy and multi-year plan for their respective sector.  The strategy needs to be based on knowledge of the organization and its business domain and processes.  These responsibilities include:

  • Drive the development of the resource strategy in concert with the senior leadership team and client organization leadership and managers; leverage and build on Citi’s resource and location strategy (R&LS) methodology.
  • Drive transformation efforts around role/process reengineering including Citi Lean techniques to right size and right place roles as well as determine optimal sourcing of roles.  The SRM will need to assess current-state resource opportunities across operating models and processes, identify opportunities for improvement, and recommend target state resource transformation targets and enabling strategy. 
  • Determine, with supported sector partners, the derivative, supporting location and sourcing strategies including target-state CSC operating model and consolidation strategy. 
  • Assist in driving the sector’s key workforce productivity planning efforts as part of the annual budget planning process and contribute substantially in the attainment of the sector’s annual and multi-year budgetary and productivity goals.  The SRM should collaborate closely with the sector’s business-management and finance leaders and bring to bear all relevant resource levers, position impactful initiatives (including various strategic sourcing category initiatives), and embed mutually agreed initiatives into the supported sector’s plans.
  • Attain effective and continuous role and work activity line of sight, assess demand, and provide analyses and recommendations where roles can be reduced, consolidated and/or reengineered (due to lower role demand or shifting role demand); become integral partner in supporting role, work activity and FTE demand management. 
  • Ensure the strategy meets the client’s needs, Citi’s policies and requirements, legal and compliance requirements and utilizes industry best practices
  • Provide/assess/implement enabling tools and best practices
  • Build and maintain strong working relationship with Client to enable the above; build engagement, trust and book of work with internal clients – typically interacting daily with Director (C15) and Managing Director level (C16+) client partners
  • Design and implement improved processes and measures around productivity, innovation, cost efficiencies, source of resource utilization and overall alignment with organization’s broader reengineering goals. 
  • Program manage the resource strategy and transformation design and execution efforts, rollout, and post implementation process improvements; typically lead multiple programs simultaneously.

In collaboration with the supported business sector, the Senior Relationship Manager (SRM) will be responsible for Program Managing the ongoing BAU execution and operations of the sector’s resource strategy.  Such activities include:

  • Create resource program targets for assigned business line(s) and geography(s) and track progress against these targets over time including, annual planning process, on-going re-forecasts of annual and program end-states, etc.  Working with the supported sector, the SRM shall meet or exceed agreed sector resource strategy plans.
  • Implement procedures and controls to ensure the internal client’s organization executes on and adheres to the strategy.  Escalate within the internal client’s organization when decisions taken that are inconsistent with the stated resource strategy.
  • Create and track a set of metrics for measuring program success including, operational metrics (e.g., staff mix across high-, medium- and low-cost locations) and financial metrics (e.g., program saves, average cost per resource over time)
    • Identify key stakeholders and data sources and manage data collection to generate impactful program metrics over time, highlighting the program’s progress as well as areas in need of improvement.
    • Regularly identify gaps and opportunities and influence-manage and drive change across senior stakeholders of the sector to get back on, or exceed, plan.
  • Advise internal sector clients on specific resource options for executing resource plans (employee, project-based supplier resources, staff augmentation and/or CSC and location). 
  • Assist the supported sector with improved governance that obtains improved reviews and approvals that drive higher value for cost on resource and sourcing initiatives, while minimizing low-value approval process activities.
  • Create and manage communications to multiple program stakeholders on a timely basis in an effective way
  • Facilitate, coordinate, and arbitrate cross-functional topics with key stakeholders
  • Partner with support organizations such as Legal, Compliance, Finance, Data Privacy, and HR, to design and implement solutions.
  • Leverage the CSC network and supplier network for insights as to potential gaps in achieving resource strategy and plan and address the gaps.  Work with sector to improve value, performance and productivity of the CSC work supporting the sector.
  • Contribute to the supported sector’s real estate consolidation goals via effective workforce planning and management that is usable for real estate optimization. 
  • Refine the workforce strategy in conjunction with the Client as business conditions and industry parameters change.

The Senior Relationship Manager (SRM) will be responsible for ensuring the optimal strategic sourcing, sourcing execution, procurement operations, and supplier management across all external categories that impact his/her supported business sector.  These responsibilities include:

  • Manage the business aligned strategic sourcing of all products and services that are core to his/her supported sector.  In addition, directly manage the personnel engaged in strategic sourcing of core business software, solutions, projects, operations, and services; global staffing; cross-sector, supplier management; and third part management.
  • Design and align with sector stakeholders the sector’s sourcing strategy and plan.  Ensure the supported sector’s sourcing strategy and ongoing efforts directly support and enable the sector’s global target state vision, operating model and transformation and resource strategies and meets or exceeds the sector’s agreed sourcing financial plan and targets.
  • Integrate resource and strategic sourcing efforts across the various levers and assets to drive optimal value and support for the sector.  Additionally, act as the escalation and resolution point of contact for ensuring effectiveness and efficiency; ensure issues that arise related to the end-to-end sourcing-to-requisition-to payment process (including third party management (TPM) processes) for externally provided resources, products and services are addressed expeditiously and efficiently. 
  • Continually assess and optimize the external spend categories under the SRM’s oversight via strategic sourcing category assessments and then, working with supported sector partners, planning and executing on those strategic sourcing opportunities. 
  • Drive sourcing process best practices across his/her supported sector and ensure early sourcing organization engagement when new business requirements are being determined and well before competitive bidding and negotiations begin.
  • Assess business requirements and, where sourcing may not be the best option, provide analyses and recommendations for alternative solutions (e.g., work elimination; reengineering; role movement to CSC location; insourcing; etc.).
  • Ensure supporting sourcing professionals drive optimal quality and performance scope, time to market, and total cost of ownership (TCO) in sourcing deals, and not just price.    
  • Ensure sourcing deals are optimized across organizational siloes, to include outside of sector; and, recommend buy-versus-build decisions to best align with target-state operating model and workforce strategy.   
  • Ensure our supporting sourcing professionals own and manage the end-to-end sourcing process in support of the supported sector.  As such, the SRM needs to ensure sourcing professionals shepherd the sourcing process to drive the most value quickly and efficiently. 
  • Ensure sourcing professionals build-out, early in the process, and maintain, full scope-based baselines and business cases for effective TCO savings determinations, including savings based on demand management versus savings driven by sourcing; sourcing will assist in clearly differentiating demand and productivity-driven impacts (both price and volume impacts) in business cases. 
  • Working with supported sector, design and execute preferred, strategic supplier programs that support the sector’s broader resource strategy; initiate necessary strategic sourcing to obtain preferred supplier goals.  
  • Enable readily accessible, complete and accurate sourcing and contract management inventory and insights to supported sector--ensuring timely and pro-active strategic sourcing planning and execution.  Assist in keeping pending key, emerging projects or milestones front and center for sector stakeholders.
  • Continuously assess supplier performance and productivity across and within the supported sector (as well as outside of sector where appropriate) in order to continuously identify opportunities and gaps, and then address effectively and quickly.  Oversee continuous supplier performance and productivity improvements in support of the sector. 
  • Ensure that risk and controls for the end-to-end source-to-req-to-pay, inclusive of third party risk management measures, are monitored and gaps addressed expeditiously; continuously seek to streamline processes while improving control effectiveness.   

The Senior Relationship Manager (SRM) will be responsible for managing an organization of resource process and role reengineering professionals and strategic sourcing professionals to optimize resource strategy and strategic sourcing support for the supported sector.  These responsibilities include:

  • Manage effectiveness and productivity of the team; optimize our resource strategy and sourcing support efforts across the SRM’s supported sector thru tight client relationship alignments and smart cross-leveling of team work-efforts to meet changing work demands. 
    • Align junior Relationship Managers (RMs) and Sourcing Managers (SMs) for best sector coverage based on sector needs, subject matter expertise of RMs/SMs, and the size of workforce and spend category opportunities. 
  • Provide mentorship and guidance to grow and retain talent.
  • Upskill talent to address critical gaps in capabilities.
  • Build out and execute effecting training programs to drive continuously improved resource strategy and transformation and strategic sourcing capabilities and effectivenes

Knowledge and Skills Required (Minimum Requirements):

  • Superior senior-client relationship management skills and experience.  Outstanding influence management and communications skills, particularly with senior executives.  Client-centric mindset.  Sought after for subject matter expertise; a trusted adviser.
  • Exceptional program and project management and organizational skills and experience; ability to effectively manage multiple programs and projects simultaneously leveraging an extended support team, in support of disparate and competing internal business client demands.
  • Strong track record of substantial, quantifiable results – gets deliverables done on time with high quality; meets deadlines.  Agile; can adjust to fluid situations and work effectively when faced with ambiguity and complexity--with a clear sense of urgency.
  • Superb transformational and reengineering skills and background; ability to not only identify and assess  opportunities but, as importantly, determine innovative, effective and actionable target state solutions that effectively address opportunities related to workforce operating model, process, role, location, source and costs.  A track record of successful and impactful transformation efforts.
  • Certified LEAN/Six Sigma (preferably Black Belt or greater) a plus.
  • Management consulting and change management skills and experience; substantial branded consulting firm experience a plus.      
  • Hands-on experience in R&LS methodology – fully conversant in phase deliverables, data enrichment tools/process, opportunity analysis, business case development, senior leader challenge sessions, and migration management.
  • Significant financial services business knowledge and experience.   In addition, significant knowledge of supported Citi business sector (front office, operations, and technology), including knowledge of operating models and processes, a plus. 
  • In-depth understanding of the global Ops and IT markets and trends
  • Strong working knowledge of remote operating models
  • Solid technology and/or operations proficiency

a.Applications development/maintenance experience and/or line operations experience

b.Deep understanding of the SDLC

c.Experience with various operating models, CSC, Hybrid, External

d.Experience in designing and implementing technology-enabled solutions in support of business or operations

e.Experience managing projects that have been sourced remotely

  • Broad Sourcing Proficiency

a.Experienced in the various sourcing options (T&M/Fixed Price, on-site, off-site, off-shore, and package implementations)

b.Strong knowledge of RFI/RFQ/RFP process

c.Strong supplier management and negotiation skills and experiences

d.Experienced with the key aspects of IT (infrastructure and/or ADM) and BPO contracts including metrics and service level agreements

  • Superior team leadership and talent management experience
  • Strong communication (written and verbal) skills
  • Strong analytical skills
  • Ability to work independently to build a client-centric book of work
  • High energy, self-starter; excellent team player

Required Education and Experienced (Minimum Requirements):

  • 15-20 years relevant professional experience
  • Master’s degree desired, Bachelor’s degree required


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