Btss Cca Cluster Head

**Main Responsibilities**
- Direct and functional responsibility includes organization, development and delivery of following products/services to be provided to Citi's operation within CCA Cluster: Core Services: Mail & Distribution, Managed Print Services, Travel, Corporate Vehicle, Ground Transportation, Transaction Print, Corporate Card, Archiving and Office Supplies. Business Partner Services (if applicable): Contract Dining & Pantry Supplies, Reception, Switchboards, Office Equipment Repair, Fitness and Recreation Centers, Central Reception Unit of Invoices received from vendors (CRU), Human Resources Shared Services (HRSS) and other local services mutually agreed with other Business Units.
- Also acts as BTSS Costa Rica Head given this position is based in the Citi Solution Center-Costa Rica.
- Develop and execute Business & Travel Shared Services (BTSS) strategy for Central America & Caribbean (CCA) countries, in conjunction with business management and regional/global functional leadership.
- Develop and maintain effective partnerships with country Senior Business Managers, (CCO´s, SCOO´s, CFO´s), Functional Managers and other internal shared services groups (CRS, CTI, CSIS, AP & Procurement mainly) as well as other local, cluster and/or regional key contacts.
- Conduct people management (including hiring, development, performance evaluation, compensation, disciplinary and terminations) adhered to corporate policies to meet the needs of a very dynamic business while maintaining a critical high-quality service level.
- Proactively identify, develop/implement and/or contribute on process improvement and reengineering initiatives to reduce costs, add value, increase control, enhance performance, improve internal customer satisfaction.
- Eliminate any possible conflict of interest between Citi employees and third-party vendors managed among countries.
- Be a champion and promote the values and ethics of the organization
- Manage compliance and audit issues according to corporate policy and Risk & Control guidelines
- Conduct resource planning and budgeting as well as contributing to the regional business and productivity savings goals.
- Challenge the rationale and mechanism for all processes either under the direct control or impacting the unit, encouraging a critical thinking, implementing a best practices approach that leads to standardization, process simplification and transformation.

**Qualifications**:

- Bachelor’s degree/ University degree
- Master’s degree (preferred)
- 6-10 years of experience in operations management within financial institutions industry (preferred)
- Previous supervisory and managerial experience (preferred)
- Analytical and process review / design skills
- Ability to self-direct workday and projects
- Results driven professional with strong communication skills
- Ability to interact well with all levels in the organization
- Significant operational experience
- Extensive and proven knowledge & clear understanding of Business & Travel Shared Services products & strategy
- Development and execution of Business & Travel Shared Services strategy in partnership with Global and Product leads
- Strong knowledge of market/industry trends
- Identify & leverage best practices for continuous process improvements, standardization & re-engineering opportunities
- Proven experience in budget development expense management & cost reduction
- Development and execution of risk & control directives in a banking environment
- Strong customer service delivery background
- Experience working with Microsoft Applications as required
- Fluent written & spoken English and Spanish

**Soft skills**:

- Focus on high service level
- Computerized systems orientation
- Able to manage multiple priorities
- Professional business demeanor
- Innovative personality
- Problem solver
- Creativity
- Leadership skills
- People motivator
- Ability to adjust and adopt different cultures

**Talent**
- Manage and develop BTSS staff in multiple countries and locations
- Monitor attrition and lead improvements to reduce staff departures
- Address training and professional development, career progression, and performance management
- Encourage and reward BTSS staff for exceptional performance and for raising ideas
- Builds talent and teams by creating a culture of meritocracy, transparency, and celebrating excellence, initiative and courage.
- Provides team members with challenging assignments and experiences to promote their development.
- Fosters a sense of trust within the team through clear, constructive and regular feedback and by modeling ethical practices.
- Creates a positive team environment in which people of diverse backgrounds feel valued, respected and appreciated.
- Mentors and coach’s others.
- Conducts regular staff meetings as well as one-on-one meetings to review progress and development of staff.
- Leads and supports continuous improvement practices, Inspires and empowers the team to thi