**Description**: The individual will be responsible for corporate card administration supporting a program with 50,000 cardholders in 51 countries, which will continue to increase as further countries are implemented and rolled into the program. 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. The role will work closely with the Global Corporate Card Program Head and Regional Managers as well as Citi Commercial Cards Corporate Account Support Managers (CAS) to provide support and daily management of the program. This role is essential to address and resolve queries including those which are time sensitive in order to sustain a positive cardholder experience, while maintaining internal controls and program objectives to mitigate financial risk to Citi. Interface with cardholders regularly to address transactional queries. The role reports to the Global Corporate Card Head.
**Responsibilities**
Project Management
- 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
- Partnering with Global Corporate Card Manager in all Country Implementations as main contact for Resource Management Office (RMO) and Treasury & Trade Solutions (TTS), supporting and establishing training programs, and business list of approvers
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.
- Participate in weekly/monthly/quarterly program level reporting processes and reviews, including analysis and preparation of project dashboards, metrics, and materials
- Provide support to Global Travel Operations
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
**Qualifications**:
- 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 servi