CSS GIDA –APAC Service Management Lead
Chennai, Tamil Nadu
The Global ID Administration (GIDA) is a global organization within Citi Shared Services (CSS) with 900+ employees located across the globe. GIDA manages entitlement and provisioning of access for internal Citi employees / contractors and increasingly for external Citi clients who are using Citi applications. GIDA works in partnership with Global Information Security to build appropriate security architecture in new apps and supports large business-driven technology projects related to information security issues.

Job Overview

The APAC Service Management Lead is responsible for handling to closure any escalations from GIDA partners and clients, ensuring that they are given the appropriate attention and resolution, ensuring we are “The Best for Our Clients”. This position will interface with senior business leaders in all businesses and Citi Finance organizations

Key Responsibilities

Work with the management team in achieving established goals for the overall GIDA organization
Support all related tasks to help build/maintain "best in class" status for processes and activities within the organization
Ensure a positive client experience, understanding the client perspective and supporting their needs
Complete all tasks in connection with the organization’s activity but not detailed in the current Job Description, charged by the direct manager, supervisor, or the functional head
Develop and maintain an internal interaction model that will ensure cascading of communication with operational roles and seamless delivery
Create a feedback loop between the business leaders and the CSS product team, and facilitate appropriate escalations and problem solving
Participate in monthly cadence meetings with other CRM analysts and CRM Leads within the product for knowledge sharing and standardization purposes
Develop and articulate the product value propositions
Identifying improvement opportunities and additional functions to bring into Shared Services
Working in partnership with on-site Service Delivery Managers / Operation Teams
Monitor delivery of services and ensure alignment with client agreements and requirements
Knowledge and Experience

3+ years of relevant experience in a similar environment.
Good understanding of the overall Citi and its business’ requirements.
Good understanding of the Information Security requirements.
Prior experience of dealing with senior leaders in the company.
Experience managing client relations.
Ability to communicate enhancement and changes to processes/platforms with partners in IT and work to drive change.

Bachelor's degree or higher with a concentration in Information Technology, Computer Science or Cyber Security or related field.

Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication/negotiation may be necessary.
Excellent presentation skills – written and verbal.

Clever, resourceful, and agile.
Customer centric mindset and passionate about delivering high quality customer experiences.
Strong analytical capabilities.
Broad understanding of business drivers,
Strong presence, communication skills and ability to influence others. respected in the organization
Experience presenting and interacting with seniors

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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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