Cash and Trade Processing Senior Group Manager- Public Sector Lockbox - Resident Role

Cash and Trade Processing Senior Group Manager

Public Sector Lockbox

C15

Business Overview:

Public Sector Lockbox (PSLB) is a 24/7 operation that provides a variety of lockbox services to government clients to assist in managing their receivables and important documents. The operational functions of this business include standard lockbox functions such as mailroom, mail extraction, digitization, data entry, and dispatch. A successful candidate directly manages the efforts of up to 4 transaction services managers across multiple shifts and/or sites with up to 400 total staff members. This high volume, high security operation requires staff members and management to work onsite exclusively and successfully complete a government background check process. Given the 24/7 nature of this operation, the successful candidate must be prepared to support off-hours business needs, which can include holidays and/or weekends.

Responsibilities

• Provide leadership for highly visible, client facing role with site-wide ownership of facility, processes and staff.
• Lead an organization of up to 400 employees across multiple shifts. Comprehensive management of people, workflow, headcount, budget, and operational controls.
• Ensure delivery against daily Client processing commitments and SLA’s in a complex high volume operations environment.
• Hire, train, manage, motivate and develop team, including the implementation of effective succession plans.
• Responsible for workforce management across the organization, monitoring volumes, capacity and productivity metrics, achieving needed staffing levels, maintaining a positive work culture, and addressing employee concerns.
• Responsible for the continuous improvement of employee satisfaction metrics.
• Manage the department in accordance with Citi values and culture principles, focusing on providing high quality work and ethical behavior.
• Operations lead for all client-facing activities including frequent site tours, senior government official visits, operations reviews, weekly status calls, quarterly business reviews, and ad-hoc meetings.
• Work with Ops and Tech partners to drive Lean/Six Sigma efforts and Automation Enhancements to realize annual productivity improvements.
• As needed, work with Ops and Tech partners to resolve complex production issues to mitigate potential client impact.
• Monitor and uphold superior quality standards.
• Accountable for over $10-15 million budget, policy formulation and planning.
• Executive-level communications, partnership and trust across businesses, departments and clients.
• Manage vendor relationships of those directly impacting the operations workflow and client.
• Maintain compliance of strict federal government requirements within the process, building and staff.
• Accountable for frequent internal and external audit interactions and results.  Stay abreast of Citi policies and maintain a pristine risk and control environment.
• Visible leadership in site-wide councils, committees, and events.

Job Skills

• Lean/Six Sigma certification preferred
• Executive-level partnership, negotiation, relationship-building and client skills
• Experience leading a large organization and handling high volumes in a high-pressure environment
• Interpersonal skills - The role entails frequent interaction with staff, seniors, peers, and clients. The ability to work together with others is critical
• Hands-On manager
• Strong operations experience gained in financial services or similar industry with a minimum of 7-10 years experience
• Ability to implement change in a large, diverse organization
• Understanding of the people and change management issues unique to an operations environment
• Demonstrated experience managing cross cultural teams, including diversity and inclusion efforts
• Vendor management experience
• Strong influencing capability
• Strong analytical skills in addition to strategic and tactical thought processes
• Excellent planning & organization skills
• Process improvement focus
• Audit experience in a heavily governed, high-security business
• Flexibility to work holidays and provide off-hours management coverage

Education:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred

Shift:  Monday – Friday, 8am – 5pm, however, senior management role in 24/7 environment requires regular flexibility.

DE Salary Range: $225,000-$300,000 USD

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