Avp - Retail Disputes Operations

JD Summary:

- The Ops Sup Manager (c12) is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.

**Responsibilities**:
Lead the Operations Support department through delegation of tasks and responsibilities for multiple teams

Conduct performance evaluations, compensations, hiring, disciplinary actions, and terminations of team members as well as determining staffing needs

Monitor team’s end results, ensuring quality and efficiency and contributes to resource planning, budget management and formulation of procedures

Contribute to development of new techniques, models, and plans within area of expertise

Facilitate alignment of the Operations Support infrastructure through focused technologies and processes

Ensure compliance with government regulations as they pertain to retail accounts serviced through the evaluation and implementation of appropriate control and testing measures

Provide evaluative judgement based on analysis of information and in-depth knowledge of policies and procedures in complicated and unique situations

Has the ability to operate with a limited level of direct supervision.

Can exercise independence of judgement and autonomy.

Acts as SME to senior stakeholders and /or other team members.

Consistently reach business-defined performance indicators with urgency and commitment

Conduct regular process reviews to identify improvements

Motivate employee performance and continuously develop talent though encouragement, feedback and coaching

Serve as a role model in a culture of accountability, integrity and respect

Promote an environment of open communication

Participate in recruitment for the department and ensure retention of quality employees

Management Skills:
Takes immediate and independent action to resolve issues or problems when they arise

Ability to make sound decisions that reflect good judgment

Exceptional performance management abilities

Ability to collaborate, build relationships and work across the organization in a multisite matrix operations environment

Demonstrated success driving organizational change with a track record of process improvement

Ability to plan for projects and initiatives by identifying risks and assumptions

Exceptional influencing skills that inspire action without full reliance on authority

Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning and financials

Ability to probe beyond symptoms to determine the underlying causes of problems

Identify hiring needs to ensure adequate staffing

Serve as a backup for manager, as needed

Qualifications/ Experience & Other Skill Set:

- 8-12 years of maximum experience, preferably from Banking or customer service/Backend Operations of any industry type

Should have direct people management experience of 4 - 6 years

Experience in Disputes/ Chargeback/Card -Account Maintenance experience is a plus

Competence in Risk & Control, ability to identify and mitigate emerging risks

Familiarity and understanding of financial industry preferred

Excellent communication skills (written, verbal and interpersonal).

Extremely organized. Strong multitasking and time-management skills.

A demonstrated passion for learning and developing employees at all levels.

Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation

Must possess good analytical skills

Dependable with proficient attention to detail

Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established

Must possess procedure driven judgment in order to find the best solution to an issue

Must be goal oriented

Preferred personal attributes:
Highly motivated & self-driven

Result orientated

Customer orientated

Analytical thinking

Shift of operations:

- Shift timings:
24/7, predominantly 0530, 1530,1630,1830,2030 IST login timings.

Should be comfortable working any 5 days a week.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Shift Operations : US Day/India Nights. 24/7 rotational shifts
- **Job Family Group**:
Operations - Core
- **Job Family**:
Operations Support
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the "**EEO is the Law**" pos