rohq - btss - regional apac HeadCitigroup

Strategy & Execution
o Partner with the BTSS Global Product Heads to ensure regional strategy and execution plans align with the global product strategy
o In partnership with other Region Heads, drive the workforce optimization model and implement remote management opportunities
o Provide regional subject matter expertise and business considerations to help define regional product scope
o Confirm and lead the APAC BTSS Regional Strategy for Business Partner and Local Country Services, Productivity, Saves to the Business and Talent.
o Continue to review organizational models, including remote management and drive efficiencies
o Drive change by partnering with various stakeholders with clear accountability.
Stakeholder Management
o Develop strong relationships with key Stakeholders, Regional O&T Head and O&T heads in each country. Meet with these Stakeholders regularly to understand country needs and provide updates on the global BTSS strategy, Core Services strategies, and Regional and Country initiatives and to provide status on resolving issues.
o Drive regional client feedback programs
o Rollout issue management tracking to record issues, measure timeliness and quality of resolution and identify root causes and resolve.
Talent
o Continue to strengthen talent in Region, support innovative ways to provide growth opportunities and experiences for team
o Identify and develop key talent leveraging Regional and CSS programs where possible
o Drive regional employee engagement programs including participation in CSS development opportunities and VOE.
In Country Services
o Partner with BTSS Business Partner Services Global Head to continue to standardize, document, increase efficiency and control of partner and local services.
o Rationalize the appropriate work responsibilities in each country and identify consolidation opportunities
o Ensure standard processes are utilized in each country, and any deviations are documented and appropriately managed through MCA
o Provide monthly metrics for products within the In Country Service model
Operational & Performance Management
o Innovation is key, find new solutions, tools and processes to increase Client satisfaction and drive efficiencies in the way BTSS provides services
o Champion Service Revolution, Innovation Inventory and Reward creativity and leverage
o Develop the annual regional plan for budget, process improvements, efficiencies and productivity
o Monitor all services/process executed in country. Review metrics, identify opportunities and drive efficiencies
o Implement metrics and performance management where not already defined globally
Supplier / Vendor Management
o In partnership with Global Product Heads engage with Regional and In-Country vendors ; Monitor regional supplier activities
o Manage day-to-day client and vendor operations in partnership with Regional Product heads; escalate any service issues to Global Product Head
o Monitor the non-Core vendors with a focus on efficiencies and reduction of the number of suppliers in countries where feasible
o Drive remediation of deviations to the supplier/vendor contracts, including performance (SLAs) and costs (invoices, incorrect prices)
Risk & Control
o Ensure standard processes and controls are implemented; if regional/country deviations are identified, ensure effective controls in place, monitored & reported
o Ensure the Product's Minimum Operating Standards (MOS) are being followed
o Ensure that all countries identify control gaps, risks and develop mitigating controls and plans to remediate
o Perform Regional MCA, prepare for and pass all audits
Financial Management, Reengineering and Project Management
o Develop and manage the regional budget in partnership with BTSS Business office, Citi Finance and Global/Regional Products Heads
o Meet Financial and Productivity targets
o Manage all regional projects in compliance with CSS and BTSS standards utilizing detailed project plans, tracking and reporting tools
o Monitor project performance within the region and countries; escalate issues to Global Products Heads and Global Program Office
o Identify regional process improvement and reengineering opportunities; develop execution plans in partnership with BTSS Program Office
Qualifications
Management Experience
o 10+ years of management experience
o Cultural sensibility, experience managing a diverse, multi country organization
o Strong leadership and people management skills focusing on development and growth of a team
o Ability to set and implement strategy
o Ability to work with multiple global and regional stakeholders
Innovation and Change Focus
o Ability to identify and lead change and innovation in an organization
Relationship Management
o Ability to develop and maintain constructive relationships with senior leaders and peers
o Ability to drive the development of customer councils/user groups as well as satisfaction surveys and follow ups
o Collaborative "team player" orientation with a strong cultural awareness
o Effectively work with and across various levels within and outside Citi
Influencing Skills
o Ability to persuade others to change their behavior without formal authority
o Strength of character to make unpopular decisions when necessary
o Strong communication skills - oral and written
o Ability to get support and implement, across organizational boundaries
Job Family Group: Operations - Management Operations
Job Family: Management Leadership
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.
Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review .
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Citigroup

Taguig City, Metro Manila
Permanent
Full-time