What are the responsibilities and job description for the PBWM Operations Global Workforce Optimization Back Office Director - C15 position at Citigroup?
**Citi's Personal Banking and Wealth Management (PBWM) Operations and Fraud Prevention** business is the global support for more than 100 million clients across the world including Branded Cards, Retail Bank, Commercial Bank, Wealth and Retail Services. It is supported by approximately 35,000 resources who are committed to deliver a remarkable experience to our clients wherever they are by delivering quality products and services.
**The PBWM Operations & Fraud Workforce Optimization (WFO) Back Office Director** is responsible for the WFO strategic planning of resources that are primarily utilized via a back office environment and are production resources. This leader will ensure capacity planning, schedule forecasting and real time monitoring are supporting the strategic initiatives of our operations and fraud organizations across PWBM. This leader will also be a key decision maker and driver for development and implementation of a workforce strategy geared specifically at back office environments. The PBWM WFO Back Office leader is a key partner to Functional Operations executive leaders, HR/Recruiting and other groups enabling the productivity and performance of over 10,000 global resources who work in complex processes. They are also responsible for identifying and leading long term strategic resource initiatives. Additional responsibilities include setting the strategic direction of their group and identifying key capabilities/ process improvements. A good understanding of the industry, direct competitors' products and services, is also necessary in order to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication/negotiation may be necessary. Responsible for executing functional strategy in area managed. Determines approach to implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation and contribution to future strategy of the area(s). Impact reflects size of team managed, strategic influence on the business and interaction with other functions or businesses. Full management responsibility for multiple teams, including management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. May be doing involved or responsible for diverse (cross-discipline) activities. This role will report directly to the Global Head of Workforce Optimization for PBWM Operations and Fraud - C16.
**Responsibilities:**
Manages a large back office functional area that spans multiple sites supporting multiple business segments
Directs all facets of workforce management and workforce analysis for multiple large back office operations
Capacity planning, scheduling and forecasting, volume routing, and MIS
Controls budget, policy formulation and planning and significant contribution to future strategy of Workforce Operations
Frequently involved in a variety of broad based and complex issues requiring conceptual analysis
Sets medium to long term goals
Applies broad and comprehensive understanding in multiple functional areas as well as underlying business philosophies
Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions.
Establishes strategic plans for the function
Thorough knowledge of how own function integrates within the overall organization to contribute to achieving business goals; requires a good working knowledge of the industry
Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources.
Influences and negotiates with senior leaders (across functions); may communicate with external parties.
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:**
12- 15 year of work experience at a multi-national corporation (Transformation or Consulting experience preferred)
Experience managing and leading a high performing global team
Proven Call Center and Back Office analytical skills combined with logical reasoning and intuitive judgment abilities.
Proven successful track record of navigating operations and technology organizations, effective communication to senior leadership and driving results across global organizations
Demonstrates consistent track record of having worked as a Program or Project Manager, or working on large, strategic cross-functional projects and track record to manage deliverables with aggressive timeframes
Continuous improvement mind-set - assess impact of actions and adjust as needed; simplify and standardize at every opportunity
Promotes a culture of collaboration and teamwork across organizations. Demonstrates effective work relationships with business and global function colleagues
Highly developed and effective communication / presentation and interpersonal skills
High business ethics and standards
Knowledge and experience of analytic, project management, and Workforce tools
**Education:**
Bachelor's/University degree or equivalent experience, potentially Masters degree and managerial experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
-------------------------------------------------
**Job Family Group:**
Operations - Management Operations
-------------------------------------------------
**Job Family:**
Management Leadership
------------------------------------------------------
**Time Type:**
Full time
------------------------------------------------------
**Primary Location:**
Florence Kentucky United States
------------------------------------------------------
**Primary Location Salary Range:**
$170,000.00 - $300,000.00
------------------------------------------------------
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 **Accessibility at Citi ([ Link removed ] - Click here to apply to PBWM Operations Global Workforce Optimization Back Office Director - C15 .
View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .
View the EEO Policy Statement ([ Link removed ] - Click here to apply to PBWM Operations Global Workforce Optimization Back Office Director - C15 .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_ English\_formattedESQA508c.pdf)
-----------------------------
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.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
**The PBWM Operations & Fraud Workforce Optimization (WFO) Back Office Director** is responsible for the WFO strategic planning of resources that are primarily utilized via a back office environment and are production resources. This leader will ensure capacity planning, schedule forecasting and real time monitoring are supporting the strategic initiatives of our operations and fraud organizations across PWBM. This leader will also be a key decision maker and driver for development and implementation of a workforce strategy geared specifically at back office environments. The PBWM WFO Back Office leader is a key partner to Functional Operations executive leaders, HR/Recruiting and other groups enabling the productivity and performance of over 10,000 global resources who work in complex processes. They are also responsible for identifying and leading long term strategic resource initiatives. Additional responsibilities include setting the strategic direction of their group and identifying key capabilities/ process improvements. A good understanding of the industry, direct competitors' products and services, is also necessary in order to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication/negotiation may be necessary. Responsible for executing functional strategy in area managed. Determines approach to implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation and contribution to future strategy of the area(s). Impact reflects size of team managed, strategic influence on the business and interaction with other functions or businesses. Full management responsibility for multiple teams, including management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. May be doing involved or responsible for diverse (cross-discipline) activities. This role will report directly to the Global Head of Workforce Optimization for PBWM Operations and Fraud - C16.
**Responsibilities:**
Manages a large back office functional area that spans multiple sites supporting multiple business segments
Directs all facets of workforce management and workforce analysis for multiple large back office operations
Capacity planning, scheduling and forecasting, volume routing, and MIS
Controls budget, policy formulation and planning and significant contribution to future strategy of Workforce Operations
Frequently involved in a variety of broad based and complex issues requiring conceptual analysis
Sets medium to long term goals
Applies broad and comprehensive understanding in multiple functional areas as well as underlying business philosophies
Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions.
Establishes strategic plans for the function
Thorough knowledge of how own function integrates within the overall organization to contribute to achieving business goals; requires a good working knowledge of the industry
Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources.
Influences and negotiates with senior leaders (across functions); may communicate with external parties.
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:**
12- 15 year of work experience at a multi-national corporation (Transformation or Consulting experience preferred)
Experience managing and leading a high performing global team
Proven Call Center and Back Office analytical skills combined with logical reasoning and intuitive judgment abilities.
Proven successful track record of navigating operations and technology organizations, effective communication to senior leadership and driving results across global organizations
Demonstrates consistent track record of having worked as a Program or Project Manager, or working on large, strategic cross-functional projects and track record to manage deliverables with aggressive timeframes
Continuous improvement mind-set - assess impact of actions and adjust as needed; simplify and standardize at every opportunity
Promotes a culture of collaboration and teamwork across organizations. Demonstrates effective work relationships with business and global function colleagues
Highly developed and effective communication / presentation and interpersonal skills
High business ethics and standards
Knowledge and experience of analytic, project management, and Workforce tools
**Education:**
Bachelor's/University degree or equivalent experience, potentially Masters degree and managerial experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
-------------------------------------------------
**Job Family Group:**
Operations - Management Operations
-------------------------------------------------
**Job Family:**
Management Leadership
------------------------------------------------------
**Time Type:**
Full time
------------------------------------------------------
**Primary Location:**
Florence Kentucky United States
------------------------------------------------------
**Primary Location Salary Range:**
$170,000.00 - $300,000.00
------------------------------------------------------
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 **Accessibility at Citi ([ Link removed ] - Click here to apply to PBWM Operations Global Workforce Optimization Back Office Director - C15 .
View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .
View the EEO Policy Statement ([ Link removed ] - Click here to apply to PBWM Operations Global Workforce Optimization Back Office Director - C15 .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_ English\_formattedESQA508c.pdf)
-----------------------------
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.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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