Service Readiness Lead

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in communications and problem solving.

Shape your career with Citi. By joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

The successful candidate will work in Global Operations and Service Readiness team of Spring by Citi, which is our Merchant Acquiring business and will be responsible for preparing our Service team to successfully support our Spring by Citi clients. Complex solutions involve the development of new product capability, which require technology and new operational process development. Therefore, the candidate will have the management skills needed to succeed in a complex organizational environment with shifting priorities while managing stakeholder expectations and the delivery of the projects.

In addition to preparing all training materials and delivering training to our Service team, the role involves collaborating with several internal teams. The position also involves creating communications both internally to senior management and externally to key clients. Therefore, the individual will have the ability to interface with senior Management teams and interact with senior stakeholders. Knowledge and experience in the acquiring business is extremely desirable.

• Responsible for partnering with the Global Product management to define Service Support strategies to support new features and merchants
• Act as the Spring Service Domain owner for all aspects of Service Readiness
• Participate in feature enhancement and design meetings and translate new features, countries and merchants into Service Readiness requirements
• Responsible for creating Business Process through System design and achieve optimum service execution.
• Involved in building and leading cross functional teams in a global, matrix environment across multiple geographies.
• Align leadership, stakeholders (internal and external) and program team members to the strategic objectives of the program
• Review and approve test design for User Acceptance Testing, Certification and other validation exercise.
• Conduct Process walkthroughs, procedure and training artefacts reviews, and arranging knowledge sharing sessions with Service teams spanned across locations.
• Identify opportunities for process improvements and contribute to department initiatives to implement process enhancements.
• Develop and maintain a customized project plan tailored to project requirements, outlining deliverables, milestones, critical path items and actions
• Establish appropriate governance model (in partnership with Product and Technology) to deliver the project
• Lead meetings and coordinate activities of the cross‑organizational teams
• Maintain solid relationships with key client and internal stakeholders
• Manage critical issues to resolution and escalate to senior management as required.
• Manage project communication and serve as escalation point for internal operations teams
• Manage project scope and apply the change control process.
• Ensure effective transition from project to production
• Support of operational issues that may occur from time to time.

• Experience with successful implementations of complex, multi‑product deal portfolios
• Project Management experience in running complex implementations
• Proven track record of consistently strong performance and excellent project delivery
• Ability to analyze and solve complex problems; strong influence skills

• Card Acquiring/Issuing Bank Operation and Service (desirable)
• Understanding of reconciliation processes
• Project Management (Certification or relevant job experience preferable)
• Agile Experience a plus

• Self‑starter and ability to take initiative in driving projects forward
• Excellent organizational and planning skills
• Excellent written and verbal communication skills
• Negotiation and decision making/problem solving skills
• Ability to work under high‑volume workload and…