Business Overview:

The Public Sector Lockbox business is a 24/7 operational unit which provides a variety of services to government clients to assist them in managing their receivables and important documents.  The functions of this business include Mailroom, Batching, Scanning, Dispatch and Data Entry for a variety of clients.  Most functions occur in a POD or small team environment.  A successful candidate manages the efforts of 25+ staff members who perform these tasks.  The candidate must be able to work most holidays and weekends, and successfully complete the government-required background check.  Extended hours may be required to complete job requirements.  This role is an officer/AVP at Citi and therefore, is expected to excel at Citi’s Leadership Standards, categorized below. 

Develops Our People:

• Responsible for managing a team of 25+ staff members that fluctuates based on seasonal volumes; this includes management of  Citi direct staff and oversight of Agency staff  
• Recognize the value of our people:  Value their differences; help them grow and develop; tap their full potential; treat everyone with respect and dignity
• In partnership with individual staff members, find creative ways to positively impact his/her career growth and trajectory.  Work with peers within and across shifts and sites to identify and develop a diverse and effective talent pipeline for internal mobility.
• Serve as the primary and first point of escalation for staff members and internal clients.
• Manage daily production activities of the team including appropriate resource allocation, setting and reviewing performance goals, monitoring functional and shift-level metrics, ensuring all client SLA’s are met 
• Conduct regular monthly 1:1s with each Citi staff member covering progress against goals and  individual performance plans, providing coaching and feedback including productivity and quality metrics, attendance metrics, leadership standards achievement, development/training needs and all other aspects of employee management
• Appropriately communicate organizational information and updates through department and  floor meetings, appropriate email/IM, and regular in-person communication
• Write and deliver detailed mid-year and year-end performance appraisals
• Appropriately welcome and indoctrinate new hires to organization
• Reward results - recognize, reward and promote talent based on performance ("the what" and "the how”); highlight people who role model Citi’s Leadership Standards, celebrate exceptional team behavior and outcomes

Drives Value for Clients:

• Continually find ways to Be the Best for our Clients
• Regularly monitor quality reports and eliminate client-impacting defects through coaching and process improvement initiatives
• Lead root cause analysis review on client impacting concerns, and provide detailed information and proposed solutions regarding findings
• Participate in all client-facing events as needed

Works as a Partner

• Consistently practice the ‘One-Team’ perspective collaborating business decisions within and across shifts
• Effectively partner across sites and businesses through leadership and active participation in site-wide Task Forces, councils and projects

• Network/navigate within the organization in order to troubleshoot and resolve escalated issues
• Attend and actively participate in shift turnover meetings, huddle with POD team to provide updates and daily strategy
• Through an assortment of communication avenues, maintain frequent, effective and transparent communications with peers, managers and staff across shifts and sites
• Serve as deputy for the Cash & Trade Senior Processing Manager (VP) and cover for peers within and across shifts as needed

Champions Progress

• Work with internal teams and vendors to understand existing processes and business requirements and aid the successful implementation of new technology and/or products
• Identify opportunities and lead initiatives to implement process improvements and expense-reduction enhancements
• Champion at least one task force or committee and provide regular senior management updates with measurable impact
• Actively lead Lean and Operations Excellence project teams, client projects, or other internal initiatives.  Ensure 100% attendance and engagement in Operations Excellence sessions and Citi Lean Training
• Manage change effectively and positively

Lives Our Values

• Conduct team building and morale building initiatives with your team, across shifts and across sites
• Lead and actively participate in People Strategy efforts across shifts and sites
• Represent Public Sector Lockbox appropriately in all site-wide initiatives, executive-level tours and community efforts
• Risk and Controls:
  • Ensure Adherence to all departmental policies, client requirements, and compliance guidelines within a strictly regulated environment
  • Participate in Audit preparation and review processes
  • Identify control deficiencies, participate in monthly MCA reviews and implement appropriate procedures to mitigate any risk
  • Ensure 100% timely completion

Delivers Results

• Create and monitor appropriate metrics for PODs, shift, site and organization
• Ensure overall operating efficiency and maintain standards for conduct, quality, performance and productivity and address corrective action when necessary
• Handle Escalations and provide timely/accurate resolutions
• Provide required monthly temporary agency reporting and performance comments
• Increase annual employee satisfaction survey scores and connect culture committees across all sites, sharing best practices

Job Qualifications:

• Minimum 2 years supervisory experience required, in lockbox operations environment preferred
• Customer service and/or multi-shift experience preferred
• A demonstrated history of effective management and career development skills
• Strong interpersonal skills and positive peer engagement experience in a diverse environment
• Strong and effective written and verbal communication skills across diverse audiences and levels
• Strong “Emotional Intelligence”, or the capacity to recognize, control, and express your own emotions while being empathetic to the emotions of others
• Must have strong attention to detail and solid time management and organizational skills
• Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment
• Maintain full understanding of  operational processes through training, hands on experience; lead by example
• Demonstrated ability to be a change agent and embrace new technology in a fast paced, changing environment
• Ensure schedule flexibility to accommodate  24/7 management coverage needs and off-shift meetings
• Proficiency in Windows and Microsoft Office required
• U.S. Citizenship or Permanent Residency (green card) is a requirement for this position
• Required to pass an extensive background check that is renewed every 5 years
• High School diploma or GED required
• BS/BA preferred, or equivalent work experience required

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Schedule: Monday to Friday 6:30am to 3:00pm

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Job Family Group:

Operations - Transaction Services

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Job Family:

Cash Management

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Time Type:

Full time

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Primary Location:

Newark Delaware United States

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Primary Location Full Time Salary Range:

$78,080.00 - $117,120.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

Nov 05, 2024

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