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Citi & Citi Handlowy
Citi & Citi Handlowy
location iconLocations: Warszawa
level iconLevel: manager/director
Citi is more than a global financial services company. It's an engine for progress. We serve 200 million customers in more than 160 countries, providing support to individual, corporate, government and institutional clients. Our clients choose us for a global footprint, market positon, in-country relationships and the full range of solutions on offer. In Poland we operate within two legal entities Citibank Europe plc and Bank Handlowy w Warszawie S.A.
Director - TTS Client Operations Payments & Receivables Ops Transformation Head
Work place: Warszawa

Payments & Receivables (P&R) Ops Transformation Head will be responsible for delivering Client Experience enhancements to the TTS organization, leading programs to deliver query elimination, enhanced turnaround times & improved levels of automation for our clients. The role will also be responsible for the elimination of Manual Touchpoints & focus on both process/organization simplification, creating efficiency of $16MM to the TTS Client Operations business annually.

The successful candidate will be responsible for leading both Regional & Global Accountable Execs in executing against the P&R multiyear transformation roadmap, delivering 20% footprint reduction over the next 3 years.

Citi’s Payments and Receivables business is one of the largest movers of money in the world for large corporations, financial institutions and governments, maintaining one of the largest proprietary global financial infrastructures and facilitates approximately $4 trillion of flows daily.

Job Description

This Director Role will be responsible for the Global Execution of P&R Transformation, with specific focus on delivering exceptional Client Experience results, along with year on year efficiency to the TTS Client Operations Line of Business. The role will be responsible for successful performance against Book of Work commitments across Top down global programs, and bottoms up regional automation and non-tech initiatives to deliver upwards of $16MM worth of efficiency annually to the franchise. The Role is a Senior Leadership position, reporting into Global TTS Payment-Receivables Client Operations Head, and will be supporting the wider Regional P&R Leadership Teams. The role requires partnering with P&R Transformation/ Ops Automation & Technology Stakeholder groups to drive successful roll out of global technology solutions to support removal of manual touch points, elimination of client pain points through query elimination, & risk reduction will key aspects of the role, in addition to efficiency targets.

The role requires thorough understanding of strategic direction of the P&R Business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas. Excellent communication skills required in order to negotiate internally, often at a senior level.

Key Responsibilities include:

  • The position holds responsibility for the strategic direction and feedback with respect to initiative & program creation, alignment to business goals, stakeholder management, executive communications & successful execution of the Global P&R Efficiency BoW

  • individual will be responsible for sharing and scaling up best practices in solutions-capabilities, processes and org models-locations

  • Developing a Robust Productivity Governance Model to drive streamlined execution

  • Design and implement strategies that allow for successful evolution of efficiency drivers across the P&R Business, ensuring sustainability of solutions & validation of benefits

  • Establish clearly defined roles and responsibilities across Key Accountable Execs with specific lines of engagement across Global & Regional Leads

  • Develop best in class productivity tracking and performance metrics

  • Senior Product engagement to drive key Ops initiatives requiring funding allocation

  • Actively engaging with technology on tool and solution identification

  • Partnering with the Senior Leadership Team across Operations & Technology to delivery synergy in program execution from design phase through to BoW realization

  • Leading regular forums to review transformation objectives, inject thought leadership & support escalations raised across program/regional leads

  • Drive engagement models & transformation thought leadership

  • Build and manages relationships with key stakeholders, organizations and business heads

  • Manage the communication of status, issue, and risk disposition to all stakeholders, including senior management, on a timely basis

  • Manage the identification of risks which impact program delivery and ensure mitigation strategies are developed and executed when necessary

  • Maintain a pristine set of controls in program execution with all relevant collateral easily accessible, while ensuring appropriate assessment of risks when business decisions are made, demonstrating particular consideration for the firm's reputation

  • Presenting progress updates to monthly Operating committee forums, quarterly Ops and Tech Steering sessions


  • Financial professional with 15+ years’ experience in the financial Industry

  • Candidate should have Senior Leadership experience in leading global programs

  • Ability to prioritize multiple complex issues simultaneously

  • Strong analytical skills with ability to present to senior audience

  • Proven ability to manage teams at all levels (performance management, career development, process improvement, etc.)

  • Thorough understanding of complex P&R products and services

  • Communication/presentation expertise

  • Ability to influence

  • Analytical and management skills

  • Excellent interpersonal relationships with ability to influence and negotiate with stakeholders

  • Critical thinking and problem solving skills

  • Extensive project management and strategic analysis experience


  • Bachelor’s/University degree, Masters degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Please be informed that we will contact selected candidates only.

Citi and Citi Handlowy are registered trademark of Citigroup Inc., used under license. Citigroup Inc. and its subsidiaries are also entitled to rights to certain other trademarks contained herein.
Bank Handlowy w Waszawie S.A


  • iconAnalytics & Reporting, Customer Service
  • iconWarszawa, mazowieckie

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