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.
Citi's **Supply Chain Operations (SCO) **delivers secure buying and paying channels for third party vendors and employee reimbursements in 90+ countries globally as part of the broader **Chief Operating **Office** **(COO)** organization.
Our mission as the purchase to pay operations team (Supply Chain Operations) responsible for purchase orders, invoice processing, payments of >$40billion per year and employee expense processing is to provide Global exemplary service with strong controls, driving enhanced user experience and superb customer/ supplier satisfaction, through simplification and standardization of processes and system automation, delivered by diverse, passionate and highly talented individuals.
Job Purpose:
The SCO Customer Care Lead is a senior managerial role that reports to the Regional SCO Operations Head and is responsible for ensuring all customer service related functions within SCO's Global Operations are consistent across all locations.
The SCO Customer Care Lead will drive global standard procedures for the end-to-end processes centered on the providing of best-in-class customer service to our internal Citi users and external suppliers leveraging our various systems including Service Now, Call Tracking systems, P2P and CTE. In addition to managing the global standards and the functional team staff and operation to meet or exceed service commitments, the position also requires close partnership with the COO Business Office, SCO System Ops, and other SCO P2P Operations teams to strengthen user communication, user training, tool development and customer surveys, and service tickets.
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:
- Designing a global strategy roadmap to advance operational standardization (e.g., process, procedures, tools, metrics)
- Defining and documenting a digitization/tools enhancement global roadmap, and partnering with Digital Solutions on the design and implementation of solutions, including coordination of UAT testing as required
- Driving global operations efficiency and productivity, identifying and sponsoring continuous improvement opportunities
- Maintaining a global inventory of documented processes, procedures, exceptions, language and regulatory requirements
- 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, Region SCO Leads, 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
**Qualifications**:
- Service Desk and people management experience, preferably across multiple regions
- Strong knowledge of end-to-end Purchase to Payment processes
- Experience utilizing and managing Service Now tool
- Experience developing Customer Surveys and driving change from output of survey feedback.
- Knowledgeable in P2P and Concur CTE systems.
- Demonstrated professional ethics and integrity in carrying out responsibilities to clients, peers, and franchise
- Proficient in Microsoft Office
**Skills and Competencies**:
- Strong leadership, influencing and matrix
