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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.

A successful candidate must be able to successfully complete the background and Treasury File process.

Responsibilities:

• Primary responsibility for this position is to manage Lockbox daily production activities of the shift including appropriate resource allocation, setting and reviewing performance goals, monitoring functional and shift-level metrics, ensuring all client SLA's are met. For off-shift times, shift ownership extends to site ownership in the absence of other senior management.
• Responsible for managing a team of up to 4 transaction services managers and 150 staff members that fluctuates based on seasonal volumes and temporary staff hiring.
• Create a strong succession plan for all levels within your operation
• Setting individual performance plans for direct reports, providing coaching and feedback through a formal review process.
• Responsible for the shift productivity and quality metrics. Ensure shift-wide operating efficiency by maintaining standards for conduct, quality, performance and productivity and addressing corrective action when necessary.
• Regularly monitor quality reports and eliminate client-impacting defects through coaching and process redesign.
• Assess and improve new hire training for both Temporary and Permanent staff.
• Network/navigate within the organization in order to troubleshoot escalated issues and resolve.
• Ensure communication with peers across shifts is collaborative, frequent, maintained and consistent.
• Identify opportunities to implement process improvements and expense-reduction enhancements.
• Actively lead Lean project teams, client projects, or other internal initiatives.
• Provide timely and accurate escalation and resolution to all issues.
• Within a strictly regulated environment, adhere to all departmental policies, client requirements, and compliance guidelines. Identify control deficiencies and implement appropriate procedures to mitigate any risk.
• Participate on client calls as needed.
• Serve as deputy for the Transaction Services Group Manager as needed.
• Cover for Peers cross-shifts when needed
• Visible across site and businesses through participation in site-wide committees, councils and projects.
• Cover for Sr. Group Manager when they are out of the office

Qualifications:

• A demonstrated history of strong interpersonal skills and positive peer engagement experience in a diverse environment
• Minimum 5 years supervisory experience required, in lockbox operations environment preferred
• BS/BA or equivalent work experience required
• Must have strong attention to detail, solid time management and organization skills
• Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment
• Schedule flexibility as management team works 24/7 and meeting times vary
• Must be able to work weekends and provide shift coverage in 24/7 operation as needed.
• Intermediate Microsoft Office required
• Strong and effective written and verbal communication skills across diverse audience and levels
• Ability to provide leadership in a fast-paced, changing environment
• Ability to quickly grasp operational processes and understand training
• Strong influence management skills
• Able to work weekends and holidays as needed
• Must be able to travel to sister sites in Delaware and NY as needed (minimal travel would be required)
• Able to attend management meetings off-shift as needed
• U.S. Citizenship or Permanent Residency (green card) is a prerequisite for this position
• Must pass an extensive background check (renewed every 5 years)

Education:

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

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

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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 .

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