Cash and Trade Process Senior Manager Production Support Vice President

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Job Overview

The Cash & Trade Proc Sr Manager is a senior-level role with our Application Processing Solutions (APS) business.  APS delivers essential services to a government client, focused on managing receivables and critical documents.

In this C13-level position, you will ensure a seamless support for our technical systems and operational equipment. Your responsibilities will include:

• Team Leadership: Managing and guiding a team of 10 employees dedicated to technical and operational automation equipment system support.
• Quality Assurance: Overseeing User Acceptance Testing (UAT) script writing and execution.
• Project Implementation: Facilitating the operational implementation of new technology and system projects.
• Technical Operations: Managing file transmissions and addressing failures and maintenance for robots and processing equipment.
• Issue Resolution: Collaborating with technology partners to resolve system issues efficiently.

Due to the 24/7 nature of our global operations, this role requires availability to work weekends, holidays, and provide additional support hours as demand dictates.

Furthermore, successful completion of a government-required background check is mandatory.

As an Officer/VP-level position at Citi, the successful candidate is expected to consistently demonstrate and excel in all of Citi’s Leadership Standards.

Responsibilities

Operational Management

• Oversee daily operations for multiple teams and several unit leads.
• Ensure teams meet performance and quality expectations.
• Manage staff resource allocation and assist with budget oversight.
• Resolve complex and highly variable issues with significant departmental impact, both from a systemic and process level.
• Ensure essential procedures are followed and contribute to defining workflow standards.
• Contribute to the objectives of the entire APS function.

Risk, Compliance, and Supervision

• Appropriately assess risk in business decisions, safeguarding Citigroup, its clients, and assets.
• Drive compliance with applicable laws, rules, and regulations.
• Adhere to Policy and apply sound ethical judgment.
• Escalate, manage, and report control issues with transparency and urgency.
• Effectively supervise the activity of others and create accountability and ownership of responsibilities.
• Ensure procedures for all tasks are defined and known by the team
• Ensure proper risk self-assessment items are identified and discussed with management and risk.

People Management & Development

• Mentor team members and provide support and guidance specific to individual development plans.
• Ensure the team has a strong understanding of role, responsibility and performance expectations.
• Create a team who is pro-active, accountable, and takes ownership.
• Ability to effectively lead a team consisting of exempt and non-exempt staff.
• Provide support, training, and coaching to production support analysts and UAT specialists.

Program & Project Management

• Partner with group manager, business requestors, and cross-functional teams to oversee execution plans to drive business results, ensuring controls and compliance.
• Advanced program or project management skills with a focus on translating program needs into requirements and timelines.
• Ability to manage self and team members to drive execution and delivery against program objectives, including client SLA and client perceptible error resolution.
• Identify program requirements, activities, and manage implementation of projects as assigned, working with appropriate cross-functional teams to execute.
• Support technology-based projects, assisting with planning, requirements, procedure creation, training, and implementation.

Process Improvement & Strategic Thinking

• Ability to think strategically, continuously looking for opportunities and efficiencies to meet evolving business needs.
• Influence team members regarding efficiency and feasibility; recommend improvements to program design or production alternatives for more efficient use of marketing dollars.
• Provide thought leadership and direction to functional groups.
• Ability to strategize and analyze the impact of a change to the operation from a people, process, compliance, and client impact.
• Identify and manage risk, minimizing outcomes and escalating where appropriate.
• Ability to create, develop, and implement process improvement strategies.

Collaboration & Stakeholder Management

• Collaborate with stakeholders and cross-functional teams (internal and external partners/vendors) to launch campaigns and projects with high quality, within regulatory guidelines, and achieving desired results.
• Work with Product partners on process changes impacting staffing and/or overall expense.
• Ability to speak with and collaborate with cross-functional units within the bank, including senior officials and decision makers.

Production Support & Technical Operations (Public Sector Lockbox Specific)

• Manage a multi-site operational support team of 10+ staff members across three 24/7 Lockbox locations (Delaware, New York, Texas).
• Manage a UAT team, partnering with development, IT project managers, business partners, and external vendors.
• Represent Public Sector Lockbox in day-to-day management of Production Support issues, initiatives, and implementations for operations units in Newark, DE, Irving, TX, and Buffalo, NY.
• Effectively manage the production workflow for all operational processes, providing technical, application, or hardware support.
• Understand workflow and applications processes such as file management, transmission, mainframe process knowledge, file/report release, validation, audit tracking, reporting, escalation with support teams, root cause analysis of  system issues, etc)Federal Reserve Bank).
• Manage end-of-day extract and transmissions for Public Sector Agency clients, including mainframe process knowledge, file/report release, validation, audit tracking, and reporting.
• Document technical, application, and hardware processes/procedures and train operation teams and new members.
• Manage hardware and software vendors day-to-day relationship, ensuring operational deadlines/requirements are met and analyzing reported issues/trends.
• Manage technical defects and issues as first and second-level support, determining when to report to Technology and Vendor support, and managing from report to resolution.
• Initiate technical calls to address issues, conduct crisis management, and follow escalation frameworks.
• Serve as a next-level escalation or manage issues as necessary, potentially requiring off-shift coverage.
• Regularly review reported defects and issues with Technology partners and manage through to resolution.
• Responsible for updating and reporting to the Management team regarding status, aging, and management of issues.

Qualifications

• Education: Bachelor's degree or equivalent work experience.
• Experience:
  • People management experience required.
  • 3+ years experience in Production Support, Application Support, Business Analysis, or Project/program Management (preferred).
  • 6-10 years of experience in a related senior-level role with experience in trade/cash operations and management.
  • Proven experience in creating and implementing processes that result in improved business performance.
• Technical Knowledge:
  • Knowledge of APS or lockbox operation is required.
  • Manage operational hardware vendor support and performance.
  • Understanding of core operation and technical principles.
  • Intermediate to advanced knowledge of MS products (Excel, Word, PowerPoint, possibly Access) for status and incident reports.
  • Development of Business Requirements Documentation (BRD) and UAT Experience preferred.
• Skills:
  • Effective verbal and written communication and strong analytical skills.
  • Resolution-oriented approach required.
  • Strong leader, self driven, and results-oriented.
  • Strong documentation skills (technical documents, reports, meeting minutes, notes).
  • Ability to communicate technical specs and solutions to a non-technical audience.
  • Excellent interpersonal, analytical, and problem-solving skills.
  • Six Sigma/Lean oriented with root cause and mitigation analysis skills with a sense of urgency through to resolution.
• Availability: Flexible with work schedule - able to provide escalation/production support on-call, as needed, including many nights and weekends
• Citizenship:  Must be a US citizen or US legal resident

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Job Family Group:

Operations - Transaction Services

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Job Family:

Cash Management

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Time Type:

Full time

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Primary Location:

Newark Delaware United States

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Primary Location Full Time Salary Range:

$103,200.00 - $154,800.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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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Anticipated Posting Close Date:

Mar 10, 2026

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