Commercial Cards Operations Analyst at Citi

Overview

Acting as the functional heart of our business, Operations makes everything work on time and on target, in a world that demands lightning-fast transaction speeds, pinpoints execution accuracy and full visibility. It ensures global transactions flow smoothly around the clock, wherever we do business. Without it, the daily clearance, settlement and execution of a trillion dollars’ worth of trades and the weekly movement of tens of billions of dollars in dozens of world currencies would come to a complete standstill.

Success Profile

You’ll have strong communication, planning and organizational skills which will benefit you and the team. Our teams need individuals who can research, process, and interpret large amounts of information everyday which will allow you to make ethical decisions with integrity

• Analytical
• Adaptable
• Logical
• Quick-thinking
• Multi-tasker
• Efficient

Responsibilities

Job Purpose:

The key responsibilities of this role will be to support the cluster head with operational readiness across the region.  This includes driving initiatives to streamline and standardise processes across the cluster. This role will report to the Commercial Cards Operations Head, SSA.

Job Background/Context:

Commercial Cards offers T&E, Purchasing, Virtual Cards and Lodge credit card solutions to multi-national corporations within the CMEA cluster. This role does not have direct reports but will be expected to demonstrate significant ability in working across a complex matrix environment and extended geographies.  Daily interactions with teams across the MEA, UK and Poland will be common. The successful candidate will rapidly gain extensive knowledge of Citi Commercial Card systems, processes and procedures.  It is then expected that the knowledge gained will be applied to ensuring we contribute to the winning of new customers and seamless delivery of end-to-end service delivery.

Key Operational / Service Responsibilities:

• Day to day running of operational duties across Commercial cards SSA
• Monitor and drive resolution of production issues. (Liaise with Customer Support, Production Support, ECS+ helpdesk team and development teams).
• Oversight of relationship with selected Customer Service partners, working closely with client facing teams to drive level of customer/cardholder satisfaction and best-in-class service.
• Document new and updated processes and procedures for Commercial Cards.
• Work with local and regional Operations and Product teams to identify gaps/trends in service requirements and pro-actively suggest procedure/process enhancements to increase efficiency of service offering.
• Participation/input in various service reviews.
• Support departmental financial management, including budgeting, forecasting, monthly financials, accrual management.
• Manage and complete MCA/GRC for Commercial Cards and ensure flawless adherence to controls
• Proactively drive and implement initiatives to improve the risk & control environment in the cluster
• Manage & lead Commercial Cards Operational projects and initiatives on behalf of the cluster  
• Complete project status reporting and provide updates in a timely manner.
• Review metrics of operational performance (KPIs, TATs) and work across the matrix to address and resolve.
• Assist in Business Office requirements as and when requested. This includes preparation of presentation materials and adhoc projects eg. KRI, MIS decks.
• Provide cover for SSA Commercial Cards Client Operations Head as well as SSA and MENA markets, as required.
• Leverage of best practices in the cluster, partner with the in-country teams as well as outsourced partners to embed this across the countries.
• Drive the client experience lens and client behaviour through in-depth analysis
• Be a local escalation point for clients within the SSA cluster.

Other Responsibilities:

• Ensure any service escalations are thoroughly investigated, root cause addressed timely and effectively closed
• Proactively drive initiatives to improve operational processes within the cluster.
• Participate in country specific/regional initiatives

Development Value:

• Experience of fast growing and successful multi-region Card businesses.
• Exposure to the Risk & Control environment.
• Exposure to Product Management and Front Office business.

Knowledge/Experience:

• Knowledge of debit and credit card products
•  Understanding of Cards processes
• Operations experience.
• Fluent in English.

Skills:

• Good level of comfort with MS Office, particularly MS Excel and PowerPoint
• Analytical & methodical approach
• Relationship Management (clients and stakeholders)
• Highly numerate

Competencies

• Excellent communication skills & ability to communicate at all levels
• Ability to work in a pressured environment and multi-tasking is essential
• Must be proactive and prepared to take the lead in investigating issues with the minimum of information
• Self-motivated and demonstrates high level of initiative
• Team player

Qualifications:

• Bachelor's Degree (Minimum Second Class Upper Division)