Digital Consumer Payments product enables digital commerce for clients. Under this umbrella, we offer institutional merchants the ability to collect from a wide range of payment methods including cards, e-wallets, and new and innovative bank transfers. In turn, their consumers have access to a wide variety of payments methods of their choice. The servicing team for Digital Consumer Payments supports institutional merchants in their day-to-day activities and ensures a seamless client experience. This role will oversee a team of servicing agents who directly interface with institutional merchants. In collaboration with similar teams in Europe and Asia, this U.S.-based team will enable a global 24x7 “follow-the-sun” support structure. The ideal candidate will have a proven track record in e-commerce, management, and institutional service.

Responsibilities:

• Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
• Manage one or more teams in the Customer Service function; division is based on line of business or product and span of control
• Drive organizational change through innovation and process improvement, eliminating friction points for team
• Act as a leader within the Digital Consumer Payments product
• Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.
• Develop leaders by providing guidance and mentorship in conjunction with succession planning
• Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup
• Resolve issues that include uncommon and complex situations with significant organizational impact

What we offer:

• Participation in industry conferences
• Managerial and industry specialized trainings as well as job shadowing opportunities
• Collaboration with a wide range of digital leaders within Citi organization globally
• Flexible working hours, work from home
• Social benefits (e.g. private healthcare care, Benefit System, life insurance)
• Working in a friendly, dynamic and multinational environment

Requirements:

• Related experience in senior level role with commensurate people management experience
• E-commerce/ digital industry experience would be an advantage
• Understanding of wide range of payment methods including credit cards, e-wallets would be an asset
• Working knowledge of Design Thinking, Lean and Agile
• Proficient project management skills
• Effective written and verbal communication skills
• Influencing and relationship management skills