Vice President
Chennai, Tamil Nadu
Business/Department Objectives:
Create a Center that is source of talent and delivery excellence. To be the best in class Consumer Operations Center through ownership and accountability.

Core Responsibilities:
  • Lead a team of 100 staff with 6-8 unit managers / meet business objectives by developing talent / Direct all activities in the department
  • Work with seniors / stakeholders to solve and design new processes
  • Consistently reach aggressive business-defined performance indicators with urgency and commitment
  • Ensure a Pristine Control Environment - All operational risks to be assessed and mitigated. Control / audit issues to be actively managed to resolution
  • Strong understanding of applicable regulations and compliance with same
  • Employee initiatives – VOE, address people issues, effective on boarding and training. Set clear goals and expectations for the team members
  • Effective Communication for both internal and external stakeholders providing regular updates on the Operations; develop strong working relationship between the various teams
  • Follow effective escalation procedures to raise potential reputational risks and franchise issues, maintain a robust COB plan
  • Focus on service quality and customer satisfaction
  • 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
  • Lead various project teams and critically evaluate current processes for improvement
  • Responsible for achieving and monitoring aggressive team performance targets: productivity, quality and customer satisfaction, meet/exceed business plan financial commitments (unit cost)
  • Support our community through bank sponsored volunteer activities
  • Exercise full leadership and supervisory responsibility over Operations Support department typically consisting of multiple teams
  • Evaluates subordinate’s performance and makes recommendations for staffing, pay increases, promotions, terminations, etc.
  • Determines hiring to ensure adequate staffing
  • Recommends new work procedures with broader scope of impact; deals with variable (occasionally complex) issues with substantial potential impact
  • Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues
  • Applies in-depth understanding of policies as they apply to the department
  • Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals
  • Provides evaluative judgment based on analysis of factual information in complicated and unique situations
  • Directly impacts the area through shared responsibility for delivery of end results and contribution to planning, budget management and formulation of procedures; influences resource planning
  • Persuades and influences others through strong communication and diplomacy skills; may negotiate with external parties
Key Deliverables:
  • Pass all Internal and External Audit reviews
  • Enhance Client Experience delivery
  • Re-engineer processes to optimize efficiency
  • Involve in automation projects that improves efficiency
  • Attract, Develop and Retain Talent
  • Meet expense plan
Education and Experience:
  • Call center or production management; leading managers (team leaders)
  • Bachelor's degree or equivalent experience, advanced degree is preferred
  • Familiarity and understanding of financial industry is preferred
  • 10-12 years of which 6-8 years in Operational process management
  • Leading and managing large teams for 2-4 years; track record of building teams, managing employee motivation
  • Competence in Risk & Control, detailed knowledge of Citi policies and procedures, ability to identify and mitigate emerging risks
  • Leadership – people and process Management, excellent communication and presentation skills and good interpersonal skills for frequent multi-level interaction
  • Team building - ability to manage diverse teams, conflict management
  • Execution skills (Quick thinker who can take strategic decisions to implement, ability to prioritize; analytical thinking and attention to detail)
  • Ability to make sound decisions that reflect good judgment and takes immediate and independent action to resolve issues or problems
  • Exceptional performance management abilities
  • Ability to collaborate, build relationships and work across the organization
  • Demonstrated success driving organizational change with a track record of process improvement
  • 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
  • Ability to probe beyond symptoms to determine the underlying causes of problems
  • Experience in complex financial analysis and ability to infer relevant business applications

Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - IN


Time Type :Full time


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