SVP, Workforce Optimization Dialer & Application Support - C14

Citi’s Personal Banking and Wealth Management (PBWM) Operations and Fraud Prevention

The Workforce Optimization Dialer & Application Support leader is accountable for the global strategic direction related to dialer activities and the execution of dialer strategies and changes as well as other workforce and operations application support. Leads and directs a team of professionals who are responsible for dialer changes that are compliant with regulatory requirements and Citi policy. Requires a comprehensive understanding of dialer regulations and Citi policy related to Collections activities. Applies in-depth understanding of the business impact of technical contributions. Collaborates closely with senior/executive operations leadership, Risk management, technology, procurement, and dialer vendors. Strong commercial awareness is a necessity along with history of dialer expertise. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. External communication is necessary working with dialer vendors and as well as potential representation on behalf of Citi in depositions. Works often with auditors to provide artifacts and evidence of the soundness and security of the dialer environment. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. This role reports directly to the Workforce Optimization Application Support Director.

Responsibilities:

• Demonstrates an in-depth understanding of how apps support integrates within the function to achieve objectives; serves as the business application owner and all responsibilities associated with that role.
• Requires a good understanding of the contact center/collections industry.
• Vendor relationship management
• Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices.
• Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
• Guide development teams on application stability and supportability improvements.
• Participates in business review meetings, relating technology tools strategies to business requirements.
• Assures adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in “best practices” across the overall support program
• Influences and negotiates with senior leaders (across functions); may communicate with external parties; serves as the global expert for the dialer.
• Management responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
• Performs other duties and functions as assigned.
• 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.

Qualifications:

• 10 years relevant experience; required to have experience in contact center dialers specific to collections
• Post-Graduation in relevant field preferred
• Senior to advanced level experience in an Apps Support role with commensurate experience in people management.
• Experience of senior stakeholder management
• Project management with demonstrable results in improving IT services
• Capacity Planning/Forecasting exposure a plus
• Effectively share information with other support team members and with other operations teams
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholder

Education:

• Bachelor’s/University degree, Master’s degree preferred

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Job Family Group: Technology

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Job Family:Applications Support

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Time Type:Full time

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Primary Location:Irving Texas United States

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Primary Location Salary Range:$150,940.00 - $226,410.00

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review [ Link removed ] - Click here to apply to SVP, Workforce Optimization Dialer & Application Support - C14

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

Salary : $150,940 - $226,410