AVP - ECC Distributed Staff Manager at Citi (Dallas, TX)

| Dallas-Fort Worth, TX
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About Citi:

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients' best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We'll enable growth and progress together.

About Our Team:

Citi Technology Infrastructure (CTI) provides the critical technical foundation for Citi's operations and is responsible for delivering reliable IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi's workforce to be the best for our clients. Making the bank simpler, greener, and better connected while powering it with trusted, well-secured data, and automating policy enforcement through code are all at the heart of our refreshed global strategy. Data Quality, Simplification, Environmental Stability, Automation, and Service Excellence are the key pillars and priorities on our strategic journey.

This position is an integral part of the Employee Engagement, Product Marketing, and Change Adoption Team within CTI Business Operations.

CTI Business Operations enables technology managers across the organization to effectively manage their resources and deliver their commitments in support of CTI's strategy, goals, and performance metrics. This is achieved through the provision of commercial aspects of CTI, analytics and reporting (including expense and productivity), workforce, real estate, supplier management, leadership and talent development, including entry level and pipeline programs, and employee engagement and communications.

The Employee Engagement, Product Marketing, and Change Adoption Team manages and strengthens CTI's internal employee engagement, culture, onboarding, as well as talent and development initiatives. The team elevates knowledge and understanding of organizational changes and structures within CTI, ensures awareness of technology strategies across CTI and Citi, and drives user adoption through change management and impactful technology marketing.

In CTI, we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.

Job Overview:

Do you enjoy being a part of worldwide IT operations and consider yourself self-reliant, liable and well-organized? Are you willing to partner with multiple teams across various functions to deliver premier services and provide oversight to global staff? Are you passionate about new technologies and want to gain experience necessary to support one of the largest infrastructure environment in the world?

If you would like to make an impact with your work while being supported by smart and motivated colleagues, come find your next opportunity with us! Thanks to our global reach, we can help you get where you want to go.

Being the best requires working together - across time zones, languages and borders. That can only take place in an environment where people respect, value and support one another. Citigroup is an equal opportunity employer and value diversity at our company. We do not discriminate both interviewees and employees regardless to their status.

At the Citi Technology Infrastructure (CTI) Global Production Operations we operate multiple services and technologies and are currently seeking a talented person to supervise our operations within Distributed technology as a key part of the CTI Global Command Center Operations Team. As the Network Staff Manager, you will be vital in providing staff development, performance management, and hiring coordination as well as providing oversight to our IT Service orientated coverage within Citi infrastructure to reduce or mitigate any actual or potential outage to our supported businesses. This is all done from our state of the art regional Command Center in partnership with our global staff, technical platform lead, and the Network Team in cooperation with our other Operations centers located in North and South America, Europe and Asia.

This position gives you an excellent deal of liberty to self-determine organizational and career direction as well as opportunity to manage and oversee the platform's staff, training, and performance on a daily basis. Being a part of Command Center Operations team it is expected you demonstrate competency in Distributed Technology and ability to quickly learn multiple platforms, toolsets and processes.

The Command Center Staff Manager manages a regional team of support analyst. This is a staff management role which includes development, reviews, compensation, interviews/hiring, and all associated HR functions. This individual will report directly to the North America Command Center Head.

Functional Role & Responsibilities:
• Handles and helps with any issues (i.e. HR, personal etc.) the support analyst are experiencing
• Recruit and retain proper staffing levels for the platform in the Command Center. Ensure bench is fully staffed.
• Properly prepare new hires to have all required accesses/privileges and are well prepared for training needed to start role.
• Conduct one-on-one's meetings to foster the development, discuss goals , and performance of every individual.
• Maintain daily platform staff levels are adequate, which includes analyst's vacation, COBs etc. If staffing levels are insufficient, remediate the issue to get the correct number for the staff to ensure operational efficiency.
• Primary point of contact for the VOE. It is the responsibility of the Staff Manager to make sure the analyst's opinions, issues/complaints, do not go unnoticed. If needed, escalate appropriate concerns, to the Regional Platform Head and/or Regional Command Center Head
• Responsible for coordinating and running weekly staff meetings.
• Conduct EERS review, Citi and internal training compliance, and performance reviews.
• Staff manager is responsible for to review, approve or reject every analyst's time sheets and account for over time that is being used in the space.
• Manage the use of the overtime and communicate with the Regional North America Head and Operational support analyst for any exceptions needed that would go over platform's allocated hours.
• Provide discipline to the staff, as needed
• Coordinate with technical and corporate training for analyst.
• Responsible for evaluating employee's performance within the platform.
• Communicate senior management expectations, directions, and goals for the space. Provide feedback from the analyst to the senior management staff.

General Characteristics:
• Effective prioritization skills and high energy.
• Ability to work in a fast-paced operations environment.
• Ability to work under pressure with conflicting priorities.
• Ability communication between various levels of Command Center personnel and external customers and partners.
• Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence.
• High sense of urgency and commitment to exceeding customer expectations.
• Strong personal work ethic that inspires excellence and enthusiasm amongst peer group.
• Resilient and highly responsive in overcoming adversity.
• Ability to work through a multitude of challenges/obstacles in order to achieve the desired end result.
• Strong analytical, organizational, written and interpersonal skills

Job Family Group:

Job Family:

Time Type:
Full time

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.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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.
More Information on Citi
Citi operates in the Fintech industry. The company is located in New York, NY, New York, NY, Jacksonville, FL and Dallas, TX. Citi was founded in 2022. It has 223850 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 916 open jobs at Citi, click here.
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