General Svcs Operations Mgr

hace 6 meses

Tlahuac, México Citi A tiempo completo

The General Services Operations Manager is a senior-level professional responsible for providing leadership and direction to the operations support team, in coordination with the Corporate Services function. The overall objective is to utilize advanced knowledge to lead planning and implementation of standards and practices, to enhance productivity, and to ensure quality and efficiencies. This role has full leadership and supervisory responsibility.

**Responsibilities**:

- Assist with budgeting, policy formulation and strategic planning
- Manage multiple service functions such as reception and switchboard operations, as needed
- Strategically allocate staff and ensure appropriate staffing levels
- Reconcile invoices against purchases for related products or services
- Manage complex and variable issues with significant departmental and cross departmental impact; recommend new work procedures
- Partners with the other team(s) in operations function
- Handles occasional complex and variable issues with significant cross departmental and departmental
- Conduct performance evaluations, compensation, hiring, disciplinary actions and terminations
- Provide coaching and training for new recruits as needed

**Qualifications**:

- 5-8 years of relevant work experience
- Proven leadership skills
- Extensive relevant knowledge and skills
- Advanced knowledge of function's industry

**Education**:

- Bachelor’s degree/ University degree or equivalent experience

BOSS Archiving Operations provides best practices for paper based archived records for all Citi locations stored at a third-party supplier and provides training as well as guidance outlined in the Archiving Operations Guide (AOG) to enable all Citi personnel to comply with the Records Management Policy and Standard.

**Key Responsibilities**:
**Strategy and Execution**
- Execute Archiving operational strategy as outlined in the Archiving Operations Guide in coordination with the LATAM Archiving Lead, Program Governance & Control and the Global Archiving Lead.
- Identify continuous improvement initiatives that will lead to cost savings, and/or productivity improvement
- Ensure compliance with global and local policies and procedures while meeting local regulations.
- Implement best practices to ensure efficiency in services provided.
- Ensure all required controls are in place and identify potential risks in order to mitigate in a proactive mann

**Financial management**
- Provide input in budget preparation
- Manage and control supplier invoices and expenses associated with Archiving activities
- Identify productivity opportunities and monitor SLA/KPI initiatives
- Financial analysis including reconciliations, return on investment scenarios

**Operation Management**
- Responsible for archiving product service delivery, providing day-to-day operational support while providing input to improve processes through out-of-the box thinking and driving executing of process improvement projects to successful completion
- Troubleshoot and resolve all archiving inquiries and customer requests for Mexico in a timely manner by serving as a point of escalation
- Ensure timely documentation (including capturing client feedback/concerns on the Records Inventory System (RIS), archiving processes, supplier incidents, etc.) and escalation of issues
- Execute service delivery and operational management aligned to Archiving Operations Guide
- Monitor delivery of Archiving services in Mexico
- Strengthen stakeholder and business engagement and adoption of implemented solutions aligned to the Archiving strategy
- Ensure and maintain strong relationships with peers, senior management, suppliers and other Archiving Leads
- Perform data analysis of various reports to identify trends in business groups to assist the LATAM Archiving Lead in recommending solutions to meet business needs and the strategic direction of the Archiving Program
- Analyze data quality issues and work with stakeholders to improve quality of data in IMConnect
- Review and reconcile supplier invoices for accuracy and timely payments

**Risk and Control**
- Identify and define additional controls (as appropriate) to strengthen on going monitoring
- Support the Global & LATAM Archiving Lead in executing Business Activity Owner responsibilities, Third Party Management deliverables, Manager's Control Assessment(MCA) testing and remediation plan(s) to address Audit gaps/findings.
- Build and maintain a robust control environment across all areas of responsibility and ensure audit preparedness for the product
- Complete all Citi required trainings by deadline specified

**Projects**
- Support annual Continuity of Business (COB) testing & ensure deliverables are accurate and completed in a timely manner
- Perform user system testing in support of technology releases and solutions
- Manage small to medium sized projects from initiation thru successful implementation ensuring deliverables and post mortem activities occur

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