Supply Chain Operations

The SCO Expense Reimbursement Lead is a senior level manager role accountable for all global expense reimbursement processes, programs and standards. Reporting to the RegionalSCO Operations Head, this position is responsible for ensuring all Employee Expense Reimbursement related functions are consistent across all SCO Citi Service Center (CSC) locations.

The SCO Expense Reimbursement Lead position drives global standard procedures for the end-to-end operations process centered on the usage of the Citi Travel and Expense (CTE) system and the guidelines and enforcement of the Citi Expense Management Policy (CEMP). In addition to managing the global standards and the functional team staff and operations to meet or exceed service commitments, the position also requires close partnership with Citi Finance, Citi Shared Services Travel Group, SCO’s Systems Ops, and Risk and Control team.

Specifically, this role:

- Assure performance and drive global standardization and automation of processes and improvement programs, in partnership with SCO Leadership Team and Global Process Owners
- Owns the end-to-end process standards across all regions and countries, being fully responsible for its implementation, as well as the effective adherence to global standards
- Oversees SCO Ops daily operations, monitoring Key Process Indicators (KPIs) and Key Risk Indicators (KRIs) daily/as published, tracking breaches to defined thresholds, and escalating issues to senior management as necessary
- Defines and executes the global process strategic agenda, including:

- a. Designing a global strategy roadmap to advance operational standardization (e.g., process, procedures, tools, metrics)
- b. Defining and documenting a digitization/tools enhancement global roadmap, and partnering with System Ops on the design and implementation of solutions, including coordination of UAT testing as required
- c. Driving global operations efficiency and productivity, identifying and sponsoring continuous improvement opportunities
- d. Maintaining a global inventory of documented processes, procedures, exceptions, language and regulatory requirements
- f. Training SCO Ops staff to better assimilate and adhere to global standards
- Co-designs global Capacity Plans with Region SCO Ops Heads and actively participates in monthly reviews to continuously identify opportunities to improve operations’ productivity efficiency and effectiveness
- Co-defines Ops team’s process related goals with Region SCO Ops Heads, setting clear targets that teams will be measured on
- Embeds a culture of coaching staff whilst actively monitoring and assessing peoples’ development needs and training opportunities
- Represents the global process on global Internal and External audits/regulatory matters, working hand-in-hand with Region SCO Heads to support local/regional audits and regulatory reviews
- Owns and drives global Corrective Action Plans (CAP) closures to ensure timely remediation of control failures
- Co-develops and maintains Continuity of Business (COB) plan with Regional SCO Ops Heads, coordinating its testing periodically to ensure systems’ and teams’ readiness
- Builds and maintains relationships with Global Process Owners, and Region SCO Ops Heads, in an effort to constantly refine, improve and share working best practices globally
- Supports and actively engages in SCO’s Global VOE initiatives

Skills and Competencies:

- Strong leadership, influencing and matrix management skills, with ability to motivate diverse groups of individuals and successfully present information to seniors and stakeholders for collaboration
- Proven ability to influence and affect end-to-end process change through indirect authority, and drive results with a high degree of accountability
- Excellent interpersonal and communication skills, with a demonstrated ability to establish rapport and build effective relationships across functions, regions, and all levels of management
- Advanced change management and implementation skills to drive process standardization in a multi-cultural, cross-product environment
- Proven problem-solving and root issue dimensioning capability
- Strong record with organizational and project management skills, ability to multi-task and prioritize in a fast-paced, high pressure, dynamic environment
- Self-starter, results-oriented, positive attitude, flexible, adaptable, responsive, and high energy
- Ability to manage ambiguity and multiple priorities across stakeholders
- Expert time and task management competencies with exceptional attention to detail
- Ability to analyse and positively respond to issues ensuring that the end-to-end process is not adversely impacted

Qualifications:

- Operations and people management experience, preferably across multiple regions
- Strong knowledge of end-to-end P2P Purchase to Payment processes, specifically the expense reimbursement process
- Deep knowledge of the Citi Expense Management Policy
- Unde