Corporate Card Operations Lead

hace 1 semana

San Francisco, Heredia, Costa Rica Citi A tiempo completo

**Job Summary**

The Corporate Card Operations Lead will be responsible for managing and responding to the daily card functions in line with established program configuration. This role will lead a diverse team, responsible for managing and responding to the daily card functions in line with established program configuration; manage country implementations and driving a change management discipline and process adherence projects across the teams with indirect influence.

**Key Responsibilities**

  • Develop and maintain robust, integrated project plans in LATAM region.
  • Analyze LATAM processes to identify risks and subsequently work with project team members to formulate recommendations.
  • Develop program communication in LATAM region.
  • Provide project leadership to ensure successful delivery of projects through adherence to processes and tools, identification/management of risks and issues, facilitation of/participation in key meetings, engagement of stakeholders, and on-time completion of milestones and deliverables to meet and exceed customer expectations.
  • Drive and lead process efficiency projects that drives digitalization and automation, where applicable.
  • Ongoing review and development of current processes to increase efficiency.

**Program Standard Compliance**

  • Drive adherence to processes and tools across project team including performing Quality Assurance reviews to monitor compliance to standards where applicable.
  • Drive policy compliance by interfacing with internal global and regional senior stakeholders, business heads, legal and compliance to retain and enhance support of the programs.

**Stakeholder Management**

  • Interact directly and develop strong relationships with nominated regional business representatives and cardholders to drive compliance and as an escalation point for issue resolution.
  • Lead stakeholder's meetings to review program status and resolve issues in order to meet target deadlines.
  • Participate in weekly meetings with regional Client Account Service (CAS) managers to review and optimize program administration and track all Citi Commercial Cards action items through to completion.

**Metrics and Reporting**

  • Define and monitor key performance metrics and respond quickly to any changes or deviations.
  • Prepare detailed status reports and related PowerPoint presentations.
  • Reporting of monthly and quarterly metrics, support the preparation of Citi Operating Expense Governance quarterly reporting, prepare analyses of card spend implementation and on-going management of best practices.

**Management Routines**

  • Lead a diverse Team to ensure that processes are followed and adhered to the highest customer standards.
  • Grow the team members to becoming SME of the process.
  • Lead Team meetings while analyzing team skills, processes, or change gaps, mentor individuals.

**Requirements**

  • Fluent in English & Spanish.
  • Bachelor university degree completed.
  • 3+ years of people management experience.
  • 6+ years of professional experience, or 2+ years in similar role.
  • Advanced problem solving and decision making capabilities.
  • Excellent analytical, financial, organizational, project and time management skills.
  • Proficient technical skills covering all Microsoft Office products including Word, Excel, Access and PowerPoint.
  • Able to establish relationships with and influence all levels of management.
  • Confident and assertive in order to influence all levels of management and escalate issues in a clear and constructive manner.
  • Demonstrates a sense of ownership and responsiveness and takes the initiative to drive results every day.
  • Strong written and verbal communication skills are critical for this position.
  • Strong negotiation and presentation skills are critical for this position.
  • Proven track record of Customer Service experience.

**Desirable**

  • Experience in customer service.

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