Citi Business Operations Manager in Irving, Texas

  • Primary Location: United States,Texas,Irving

  • Other Location: United States,Florida,Jacksonville; United States,New York,Long Island City

  • Education: High School Diploma/GED

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 16064750


This position will be responsible for operational support of the North America Production Management organization. Primary responsibilities include, but are not limited to, development, management and/or execution of operational processes such as Workforce Management, Headcount and Expense Approval (aka. Signing Party), Capacity Planning/Forecasting, Budget Management, Communications and Reporting. Responsibilities also include the consolidation, analysis and presentation of regional data related to financials, service performance, and operational performance of the organization and our service provider. In addition, the position will coordinate regional and global MORs and commentary, validate and provide commentary for Customer Experience Reporting (CER), develop and report scorecard metrics, and provide Ad Hoc reporting as need

The position is within the Global Production Management Organization. It is within a region but is expected work in a Global Organization by supporting or driving initiatives and best practices across regions.

The position reports to aRegional Business Operations Manager and leads a team of employees and contractors. It is responsible for accuracy of data and commentary coming out of the Production Management Organization to Senior Management and the supported lines of business. The position partners with other organizations (Production Assurance, CER, etc) to analyse data and provide commentary.

  • Global standardization of reporting and analytics supporting financial and labor planning and management

  • Establish scorecard objectives and targets. Track progress globally and regionally against performance targets, inclusive of contractual managed service commitments

  • Standardize and manage Production Management’s input into the CER process and provide or oversee production of regional commentary on monthly CER reporting.

  • Manage the process to receive, rationalize, prioritize and satisfy the inflow of reporting requests

  • Production/coordination of MOR and MOR type reports and presentations on a recurring bases

  • Drive the development/consolidation/publication of the quarterly Global Production Management Newsletter.

  • Production of All Hands and other communications within the Organization

  • Support NA Business Operations Lead in Regional Financial Reporting and Workforce Management.

  • Support NA Business Operations Lead and NA Region Head in driving strategic priorities.


  • Bachelor’s degree or equivalent job experience required.

  • ITIL Foundation certification is a plus

  • An overall understanding of the IT environment and related technology applications;

  • Prior experience in financial services preferred;

  • Prior experience in applications development preferred.

  • Excellent critical reasoning, quantitative, and qualitative analysis skills, with a demonstrated track record of developing and performing a variety of quantitative analyses

  • Ability to work and effectively communicate across business functions and within different levels of the organization

  • Broad overview Production Management functions, including MIS reporting, workforce management, technology, etc.

  • Ability to work under pressure, self-reliant, reliable, well-organized and able to keep a number of activities in progress in parallel, balancing priorities as necessary

  • Positive ‘can-do’ attitude,

  • Self-starter, takes ownership and accountability for assigned work,

  • Focused and determined in getting the job done right,

  • Ability to identify and escalate risks and issues,

  • Ability to identify, challenge and improve inefficiencies,

  • Methodical, attention to detail, strong analytical skills