Staff Manager - CTI Global Command, Irving, TX

Citigroup Inc. Irving , TX 75061

Posted 3 months ago

Job Description:

Do you enjoy recruiting talented people from diverse backgrounds and developing them to be the best?

Are you passionate about people growth and development?

Are you willing to partner with multiple teams across diverse functions optimize services?

We might have a career for you!

At the Citi Technology Infrastructure (CTI) Global Command we operate multiple services and technologies and are currently seeking a talented manager to lead our Staff. The Staff Manager is a key part of the CTI Command Center Management Team. As the Staff Manager you will be responsible for people development, reviews, planning career progression, coaching, maintaining quality service by performing regular quality reviews, enforcing policies, procedures and arranging trainings for Service Monitoring, Level-1 Infrastructure Support teams. This role is also responsible for all associated HR functions. This is all done from our state of the art regional Command Center in partnership with the Platform Leads for other services and in collaboration with our other Operations centers. This role will have a direct reporting line into the Global Command Center Duty Manager.

This position gives a great deal of latitude to self-determine organizational and career direction. Being a Technology leadership role it is expected that you will demonstrate competency in the technical discipline and have an operational aptitude to drive process execution and improvement.

Functional Role & Responsibilities:

  • Handles and helps with any issues (i.e. HR, personal etc.) the support analysts are experiencing

  • Recruit and retain proper staffing levels for the platform in the Command Center. Ensure bench is fully staffed.

  • Properly prepare new hires to have all required accesses/privileges and are well prepared for training needed to start role.

  • Conduct one-on-one meetings to foster the development, discuss goals, and performance of every individual.

  • Maintain daily platform staff levels are adequate, which includes analyst's vacation, COBs etc. If staffing levels are insufficient, remediate the issue to get the correct number for the staff to ensure operational efficiency.

  • Primary point of contact for the VOE. It is the responsibility of the Staff Manager to make sure the analysts' opinions, issues/complaints, do not go unnoticed. If needed, escalate appropriate concerns, to the Regional Platform Head and/or Regional Command Center Head

  • Responsible for coordinating and running weekly staff meetings.

  • Conduct EERS review, Citi and internal training compliance, and performance reviews.

  • Staff manager is responsible for reviewing, approving or rejecting every analyst's time sheets and account for overtime that is being used in the space.

  • Manage the use of the overtime and communicate with the Regional Head for any exceptions needed that would go over platform's allocated hours.

  • Provide discipline to the staff, as needed.

  • Coordinate technical and corporate training for analyst.

  • Responsible for evaluating employees' performance within the platform.

  • Communicate senior management expectations, directions, and goals for the space. Provide feedback from the analyst to the senior management staff.

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi's Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients' and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

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 to are widely available to all.

General Characteristics:

  • Effective prioritization skills and high energy.

  • Ability to work in a fast-paced operations environment.

  • Ability to work under pressure with conflicting priorities.

  • Ability communication between various levels of Command Center personnel and external customers and partners.

  • Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence.

  • High sense of urgency and commitment to exceeding customer expectations.

  • Strong personal work ethic that inspires excellence and enthusiasm amongst peer group.

  • Resilient and highly responsive in overcoming adversity.

  • Ability to work through a multitude of challenges/obstacles in order to achieve the desired end result.

  • Strong analytical, organizational, written and interpersonal skills.

EXPERIENCE & EDUCATIONAL PREFERENCES:

  • Bachelor's degree or education/work experience equivalent required
  • 3 years of team leader/manager experience is required
  • 3 years of experience in a global/multi-national operating environment is preferred.
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Staff Manager - CTI Global Command, Irving, TX

Citigroup Inc.