svp - applications Support group manager (rohq - global functions technology)Citigroup

The Apps Support Group Manager is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of 10+ professionals responsible for onboarding third party Human Resources applications at Citi . Requires a comprehensive understanding of multiple areas including but not limited to Information Security, Third Party Management, Architecture, and Operations. Strong technical awareness is a necessity. Generally accountable for delivery of a full range of Application Onboarding services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary with third party vendors. Accountable for the end results of all application onboarding projects. Exercises control over resources, policy formulation and planning. Involved in short- to medium-term planning of actions and resources for Application Onboarding Center of Excellence (AO CoE). Full management responsibility of the team including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
Responsibilities:
Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives; requires a good understanding of the industry.
Vendor relationship management including oversight for all offshore managed service.
Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices.
Formulate and implement a framework for managing capacity, throughput and latency.
Define and implemented application on-boarding guidelines and standards.
Work with team members on coaching them on how to maximize their potential, work better in a highly integrated team environment and focus on bringing out their strengths.
Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions.
Assures adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in "best practices" across the overall support program
Influences and negotiates with senior leaders (across functions); may communicate with external parties
Management responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
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 supervise the activity of others and create accountability with those who fail to maintain these standards.
Ensures compliance of all managed applications with the Citi's Third Party Risk Management objectives.
Facilitate the escalation of high risk Third Party incidents or perpetual performance failures affecting the compliance to Citi's Information Security Standards
Ensure senior stakeholders are receiving monthly updates regarding the status of their respective books of work
Hold the team accountable for meeting target completion dates and other SLA's
Drive the Application Onboarding Center of Excellence towards a more metrics driven model
Institute a no overdue and no re-targets culture within the team to avoid audit related issues
Interfacing with various Citi technology, risk and compliance teams
Prepare for and ensure compliance with annual auditing activities
Conduct weekly book of work status calls to communicate status and risk to stakeholders
Performs other duties and functions as assigned
Qualifications:
10+ years relevant experience
Senior to advanced level experience in an Apps Support role with commensurate experience in people management.
Experience with senior stakeholder management
Project management with demonstrable results in improving IT services
Capacity Planning/Forecasting exposure is required
Ability to plan and organize a large and complex book of work
Strong focus on service delivery and process efficiency
Consistently demonstrates clear and concise written and verbal communication skills
Experience in performing vendor management, preferably of HR systems (5-7 years preferred)
Experience in leading a team of support analysts, either as a manager or team leader (5-7 years preferred)
An innate ability to identify issues and work them to closure, including remediation and escalation where appropriate
Experience in working with 3rd party technology vendors is required
Knowledge of Citi's Information Security Standards, preferred
Knowledge of GFT issue, problem, and change management processes, preferred
Strong presentation skills.
Discretion and diplomacy when dealing with sensitive issues
Organizational skills and ability to prioritize multiple initiatives
Desire and talent for building and maintaining relationships
A commitment to protect the bank from all risk exposure
Experience working across a diverse set of stakeholders with positive results
Some degree of awareness of Software-as-a-Service (SaaS) Cloud/Hosting/Encryption. Technical Awareness is a must.
Education:
Bachelor's/University degree, Master's degree preferred
Competencies
Demonstrated multi-tasking ability, analytical skills, problem solving skills and a consistent record of on time delivery and customer service is mandatory.
Possess an inquisitive mind coupled with a strong business thought process which may result in business process re-engineering to achieve process efficiency and effectiveness.
Must be process-oriented
Effective time management, documentation, and organizational skills.
Must be analytical, creative, hardworking, team player and must support the concept of "fun" in the workplace.
Excellent Communication, organization and team building skills
Must be a self-starter and able to work independently in a fast-paced global environment.
Fast learner, highly organized and methodical.
Willingness to work on a flexible shift schedule to support the business users located in the APAC, EMEA and NAM regions
Advanced experience with MS Excel and Office, MS Teams and SharePoint
Experience with PTS, Archer, CAMP, CSI, and iCAPs is preferred
Job Family Group: Technology
Job Family: Applications Support
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