Business & Travel Shared Services (Btss) Central

We are building a first in class team focused on the delivery of operational excellence. As Global Lead you are responsible to implement the BTSS Service Centralization strategy and provide oversight to ensure successful process governance. You will need to work closely with Regional Centralization leads from around the globe to coordinate efforts and keep track of the progress of the implementation.

This role will accomplish results through project management, stakeholder management, organization, and communication. The person is expected to have developed communication and diplomacy skills to guide, influence and convince others, as well as manage multiple, complex projects across several regions.

**Responsibilities**:

- ** To develop, lead and maintain an end-to-end Global Centralization Strategy**:

- Partner with Process Improvement team and Regional Centralization leads to coordinate the design of Centralization Governance and lead the Migration work effort portfolio, share and track KPIs metrics of centralization operations performance.
- Measure program and project success using key KPIs and communicate progress to senior leaders
- Identify, priorities and proactively manage risks, exceptions and issues related to the migration and centralization efforts.
- Planning and overseeing the migration of new process into book of work including documentation, capacity analysis, resources configurations, workload transition, and training
- Provide timely and regular communication, and overall project reporting within team, business partners, business leadership and Process Improvement team.
- Facilitate large end to end, cross functional, process review sessions to understand current state and build future state.

**Knowledge/Experience**:

- 6+ years of relevant experience in management of operational area or processing field is an advantage
- Prior management experience as a supervisor and / or Team Lead of 5+ member teams is a mandatory requirement for this role
- Experience leading teams in a fast-paced environment
- Fluent written and spoken English - experience in operating in business English in a corporate role is mandatory
- Experience with workload migrations
- Excellent analytical and communication skills
- Ability to work with global partners across the organization
- Proven ability to complete complex projects according to agreed upon scope and timeline

**Qualifications**:

- Bachelor university degree completed
- Experience working with and influencing global teams
- Experience in operations areas: Organizational management, project management, operations, technology, and finance
- Experience in directing and working with virtual global teams within a matrix organization
- Proven experience in articulating and implementing best practices related to your support area
- Proven influencing, communication, and consulting skills
- Additional language proficiency
- Master’s degree is a plus
- Previous work experience in a financial services or consulting organization
- Call handling, Contact Center or Help desk experience is a plus
- Experience in the financial services industry and a working knowledge of banking regulatory requirements

**Skills**:

- Strong organizational savviness skills, with proven ability to successfully manage multiple priorities
- Detail oriented, with strong problem solving and analytical skills
- Customer service orientation and conflict resolution skills
- Risk, process, and project management skills with proven ability to influence and drive results across a diverse team of stakeholders
- Relationship management skills with ability to build partnerships across Citi businesses
- Diplomatic skills / political savvy
- Stakeholder management
- Conflict management / Customer centric

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. We keep the bank safe and provide the technical tools our workers need to be successful. We design our digital architecture and ensure our platforms provide a first-class customer experience. Our operations teams manage risk, resources, and program management. We focus on enterprise resiliency and business continuity. We develop, coordinate, and execute strategic operational plans. Essentially, Enterprise Operations & Technology re-engineers client and partner processes to deliver excellence through secure, reliable, and controlled services.

**Citi Shared Services (CSS)** is a vital partner to the Corporate Finance and Human Resources organizations. We ensure financial and human resources operations and processes throughout the entire employment life cycle are carried out th