Cash and Trade Processing Manager

This position is on-site

The Public Sector Lockbox business is a 24/7 operational unit which provides a variety of services to government clients to assist them in managing their receivables and important documents. The core function of this business is Mail Center Operations (Mailroom, Batching, Scanning, Dispatch, and Data Entry) for a variety of clients located in Newark, DE. A successful candidate must be able to work weekends/holidays, additional hours as required and successfully complete the government-required background check.

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned as necessitated by business demands.

• Lead a team of 10-15 Citi entry level staff to process the workflow and meet client service level agreements.
• Review service quality, production systems, and client reporting within cash and trade operations.
• Analyze complex and variable issues to resolve issues and ensure team deliverables meet performance and quality expectations.
• Recommend quality reviews of cash management services, production systems, and client reporting.
• Manage performance, identify areas of development/training and make recommendations for pay increases, promotions, terminations, hiring, etc. of team.
• Contribute to planning, budget management and formulation of procedures.
• Serve as backup to the Cash and Trade Operations Senior Manager.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervising the activity of others and creating accountability with those who fail to maintain these standards.
• Motivate/encourage staff to perform against standards.
• Provide coaching and mentoring on the spot for their OC’s/perms.
• Engage with staff for goals creation, mid-year performance discussions, year-end performance discussions, and any PIP or corrective action conversations.
• Perform 1:1 meetings with your teams at minimum monthly.
• Perform 1:1 meetings with Temps for the first 60 days at minimum weekly.
• Responsible for the temp talent in the POD and ensuring they are trained in ITS and the POD model.
• Escalate performance/interpersonal issues of temps to the agency manager.
• Provide monthly temp reporting to the agency manager for each temp assigned to you.
• Physically engage/check-in with staff members regularly; management by walking around, be visible/engaging with all team members.
• Take attendance.
• Review dress code of staff and address violations.
• Make floor announcements to the staff as needed.
• Ensure staffing resources are aligned most effectively both within and across your shift.
• Keep up with escalations and respond to follow up questions from Prod Support and Sr. Managers in a timely manner.
• Serve as the backup for the Operations Coordinators when they are off the floor.
• Utilize reporting to keep up with the progress of work on the production floor.
• On the fly strategy discussions with peers, manager, and OC’s by visualizing and understanding what is happening on the production floor.
• Support business functions when low staffed.
• Monitor batching volumes.
• Perform daily cash responsibilities.
• Review of audit controls and documents, help prepare for audit reviews and monthly MCA, which requires the physical review of all audit related documents.
• Review compliance misses with your team member. Have a 1:1 session to review the concern and educate staff on proper protocols.
• Collaboration with on-site MNX team for pickups and delivery.
• Escorting non-access visitors.
• Evacuation support and management; fire drills and severe weather.
• Coverage of peers and OCs when they are on lunch/break.

• 5-8 years of experience in a related cash and trade operations management role.
• Proven experience in creating and implementing processes that result in improved business performance.
• Effective verbal and written communication and analytical skills.
• A demonstrated history of strong interpersonal skills and positive peer engagement experience in a diverse environment.
• Minimum 2 years supervisory experience required, in lockbox operations environment preferred.
• BS/BA or equivalent work experience required.
• Must have strong attention to detail and solid time management and organization skills.
• Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment.
• Schedule flexibility as management team works 24/7 and meeting times vary.
• Intermediate Microsoft Office required.
• Strong and effective written and verbal communication skills across diverse audience and levels.
• Ability to provide leadership in a fast-paced, changing environment.
• Ability to quickly grasp…