Production Dev Ld Coordinator (C11) - Shift Supervisor / Floor Manager

Job Purpose:

This is a fast-paced role in a team supporting global investment banking with time-sensitive, exceptional quality and mission-critical services. Job purpose is to manage a shift for a Presentation & Graphics Design Services Center that takes work briefs from global clients (Bankers), work closely with workflow coordinators, help estimate work requests, plan shift-wise project delivery plans, liaise with bankers to negotiate deadlines, manage vendor deliverables, monitor the project delivery dashboard for your shift, ensuring every client receives a professional advice and exceptional service.

Job Background/context:

Working as part of the graphics and presentations team in a busy department that produces pitch book materials and graphic designs. Presentation Design Services is a specialist group that provides services to internal clients within the Institutional Clients Group (i.e. Investment Bank, Markets, Transaction Services, Private Bank, etc.) and various other clients within Citi.

Reporting Line:

Mumbai Section Manager

Key Responsibilities:

• Develop client relationships

• Follow up on any client feedback in a timely manner to provide a quick resolution of all issues

• Maintain a clear communication channel with the clients / bankers and provide periodic update on the status of their projects

• Proactively reach out if the output deliverables are impacted and agree to best possible plan to help the clients

• Staff development

• Participate in the recruiting and training process

• Coach, mentor and develop staff, providing constructive feedback in a timely fashion

• Ensure skills are fully developed before staff is production.  Monitor progress by tracking their efficiency and quality

• Prepare and deliver staff performance reviews

• Provide continual feedback for staff improvement

• Suggest/implement disciplinary procedures as necessary

• Production / Operations

• Responsible for the quality and continued assessment of work

• Manage special projects — provide resources and keep communications flowing

• Manage day-to-day operations for a particular shift.  Ensure proper utilization of staff resources; and service levels are met at all times

• Actively direct Intake coordinators to build consistent shift leadership routines and predictable decision-making judgments  Collaborate with shift quality checkers, global hub workflow / managers

• Provide for building feedback mechanism and quality metrics for managing people performance

• Help associates grow and professional mature; Initiate targeted professional development for staff; be proactive to provide guidance and encouragement for learning and development

• Use data and facts in order to make informed operational/tactical decisions. Be proactive in managing/escalating issues

• Fill-in as Workflow Coordinator as and when required

• Any reporting, tracking as delegated by Manager from time to time

• Participate and contribute to department initiatives and projects

Development Value:

• Leadership skills
• Manage a large operations and metrics including a unique hybrid operation model
• Innovate and create working solutions for clients
• Exposure to a diverse group of clients at all levels of the organization

Knowledge/Experience:

• At least 3 years in managing the Presentation and Document Service operations

• Leadership experience:  Minimum 4 years shift leadership experience in a large presentations / graphics center running one or more shifts or a similar operations model .

• Strong leadership qualities to support smooth functioning of a 24/7 operation

Skills:

• Exceptional written and verbal skills are necessary in order to communicate relevant and timely information to clients, management and staff

• Analytical and conceptual skills

• Coaching and mentoring skills

Qualifications:
Bachelor’s degree

Competencies:

• Excellent customer service skills and administrative skills

• Availability and the ability to handle a busy production environment, which involves the presence and/or contact with operations on all shifts on a routine, ongoing basis

• Create a supportive atmosphere where all can develop and succeed

• Willingness to rotate across shifts to support business needs along with a weekend cover. Typical schedule will be a 5-day work week onsite (non-hybrid model) with each shift being 9 hours (incl. 1 hour break). 
  Mumbai center covers 7am to 1.30am IST, Mon - Sun.

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