Global TTS P&R Service Readiness Lead Job at Citi – in Dublin, County Dublin
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TTS Service Innovation and Readiness (SI&R) Global Channel Testing & eadiness team focuses on creating a competitive advantage for our business by ensuring the delivery of best-in-class client experience as it relates to new banking products and services. The Global Project Lead is a strategic professional who collaborates with cross functional subject matter experts to develop trategies, proactively identify business readiness risks and ensure products are launched and supported at the regional and country level. This will include collaborating on approaches such as process development, capability development, training, ‘go-live’ planning. The Global Project Lead drives global key projects that enhance the overall Client Experience and identify opportunities to implement improvements in processes which enhance the overall client experience. This Global Project Lead may be leading initiatives such as Client Operations query volume reduction, new products and services, platform upgrades, migrations, infrastructure changes, regulatory-driven changes, and internal SME/Consulting support. The role requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas. The Project Lead provides advice and counsel related to the operations of the business. Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.
Plan and manage global, multi-faceted, complex projects and initiatives at the same time
Develop strategy and prepares, maintains project plans outlining deliverables, milestones, critical path items and actions
Work with global stakeholders to understand the impact of the Digital, Cash & P&R products on cross functional teams and prepare them ahead of product launch
Owns project goals leveraging expertise to inspire a sense of shared purpose within the project team
Assesses project risk potentials and discover potential problems before they occur
Identifies and where required amends the approach to the context and constraints of each project
Identify key business driver opportunities and lead initiatives to reduce client inquiries with focus on Digital Day 1 for P&R global applications and processes
Exhibits knowledge and expertise in the products and capabilities of the business, mostly focused on P&R applications and processes behind that.
Drives end results of the project and provide input from the client’s point-of-view during all phases of the projects, focused on Global P&R front, including ISO20022, Instant Payments, Express, Virtual Accounts and other key programs
Applies a proactive approach in routinely tracking project deliverables against project goals and submits clear and concise activity/progress reports
Conduct post project reviews and apply lessons learned to future projects
Manage global communications and host training sessions
Work on awareness material and Training documents
Analyze customer service data and client feedback to identify opportunities to address client needs
Manage and align to the P&R readiness governance model to ensure timely delivery of internal communications as well as helping product in outreach to clients
Articulates problems, bring the right people together to solve problems and know when the problem has been properly addressed and closed
Proactively identify and follow escalation processes for issue resolution
Provide execution support as necessary to support the technical upgrade / migration including the
management of the rollout, coordination of updates and information flows to functional partners
Provide analytical support of client setups in order to dimension the impact of product commercialization to clients across geographies and the impact to support staff
Coordinate review and validate client analysis with functional partners as necessary
Ensure all global activities are aligned with Treasury and Trade Solutions Project Management standards
Develop business requirements to implement technical solutions to drive productivity, mitigate risk and promote operational efficiencies
Manage and support team initiatives, such as process re-engineering/automation, and drives business results
Work on Service model standardization with focus on 24×7 availability, Global, regional and country needs.
Act as main SME and Lead for readiness workstreams in global programs like ISO 20022, Instant Payments, Express, Virtual Accounts, Payer ID, and others.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Drive process and flows standardization globally, using tools like Blueworks and applications available under Citi offering
Support PMO or business office functions and deliverables as needed
Manage vendor resources as needed
Relative project management or banking experience is an essential.
Proven superior project management and process mapping skills – ability to translate complex business need into a well-controlled, yet simple solution, whether technology or process based.
Critical thinking and problem-solving skills with attention to details.
Understanding of the client journey from setup to service support and ability to keep the client experience and expectations in mind through all phases of a project.
Ability to identify and communicate risk issues, concepts, and mitigations/solutions effectively.
Lead change in an effort to continually improve client reporting processes Can make decisions and strategically execute.
Experience and knowledge of TTS products, technical projects, systems integration, technical applications and setups, mostly on P&R and Cash field.
Demonstrated ability to build effective collaborative relationships that culminate in a delivery track record.
Flexible with proven ability to conform and successfully managing shifting priorities, demands, timelines while delivering consistent, high quality.
Excellent written and verbal communication skills with the ability to turn complex messages into effective and succinct communications and adapt delivery to target audience.
Proven leader with strong interpersonal, analytical, negotiating, influencing, decision making and conflict resolution skills.
Demonstrated ability to manage multiple small to large projects and initiatives.
Solid organizational skills with the ability to work well under pressure, respond to tight deadlines and exercise excellent judgement in setting or adjusting priorities in a fast-paced environment.
Goal oriented, self-starter, and strong team player with the ability to operate independently.
Ability to work and lead in a matrix, cross functional and virtual setting, in different regions / countries.
Experience and knowledge of Client Servicing preferred.
Proficient in MS Office applications (MS Excel, Powerpoint, Word, Visio, Project) and SharePoint.
Knowledge of Payments & Receivables products is a plus.
Bachelors/University degree, Master’s degree preferred
Agile Certification is a plus
Fluent in English; Spanish preferred
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Job Family Group:
Institutional Client Management
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Company: Citi –
Company Location: Dublin, County Dublin