Loyalty Product Operational Management (VP)

Citi, the leading global bank, has approximately two hundred million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments, and accessing the capital markets on behalf of our clients. Citis Mission and Value Proposition explains what we do, and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients and the publics trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities. Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background, and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

Description:

Proprietary Product Management (PPM) & Loyalty Product Management (LPO) is responsible for the US Product and Loyalty programs. The Loyalty Operations Manager role is part of the Loyalty Product Management organization. The roles objective is to deliver exceptional experiences through a proactive, compliant, and efficient organization aimed at driving customer satisfaction through management and/or support of product development, issue management, servicing, and business operational frameworks. The role requires the ability to oversee day-to-day operational functions across the spectrum of loyalty programs as well as the application of functional knowledge to strategic, cross-functional work across multiple businesses.

Responsibilities:

Manage operational processes with key partnerships and third-party vendors in compliance with Third Party Risk Management (TPRM) requirements, including oversight of dashboards, reporting, partner processes, data validation and records management

Leverage functional knowledge of operations management to enable risk assessment and risk management across key processes

Assist in operational strategy development and implementation efforts with key programs, products, and benefit partners

Participate in technology project deployment, including testing and implementation activities in partnership with key stakeholders

Develop business cases to support new servicing tools, products, or enhancements

Participate in issue management processes, including root cause identification and control enhancement or development

Qualifications:

6 - 10 years of experience in an operations and/or program management environment

Knowledge of servicing and call center operations, with a strong customer orientation

Demonstrated process improvement and re-engineering experience

Demonstrated history of driving business results through effective partnership

Demonstrated ability to independently operate in a complex, cross-functional environment

Excellent organizational, communication, analytical, decision-making, and critical thinking skills

Proficiency in Visio, MS Word, Excel, and PowerPoint

Education:

Bachelors degree

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In addition to salary, Citis offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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.

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