Spring by Citi – Service Readiness & Merchant Experience Lead (Hybrid)

Team / Role Overview

The successful candidate will work in Global Operations and Service Readiness team and will be responsible for the Business analysis and implementation of large and complex solutions while managing changes/projects. Complex solutions involve the development of new product capability, which require technology and new operational process development. Therefore, the candidate will have the management skills needed to succeed in a complex organizational environment with shifting priorities while managing stakeholder expectations and the delivery of the projects.

The role involves managing senior stakeholder communication internally and with senior clients. Therefore, the individual will have the ability to interface with senior TTS Management teams and interact with senior stakeholders. Knowledge and experience in the acquiring business is extremely desirable.

What you will do:

• Responsible for partnering with the Global Product management to define product strategy and vision for Global e-commerce Digital Merchant Acquiring
• Act as the Spring Service Domain owner for all aspects of Service Readiness
• Participate in feature enhancement and design meetings and translate new features, countries and merchants into Service Readiness requirements
• Responsible for creating  Business Process through System design and achieve optimum service execution.
• Involved in building and leading cross functional teams in a global, matrix environment across multiple geographies.
• Align leadership, stakeholders (internal and external) and programme team members to the strategic objectives of the programme.
• Review and approve test design for User Acceptance Testing, Certification and other validation exercise.
• Conduct Process walkthroughs, procedure and training artefacts reviews, and arranging knowledge sharing sessions with Service teams spanned across locations.
• Identify opportunities for process improvements and contribute to department initiatives to implement process enhancements.
• Develop and maintain a customized project plan tailored to project requirements, outlining deliverables, milestones, critical path items and actions
• Establish appropriate governance model (in partnership with Product and Technology) to deliver the project 
• Lead meetings and coordinate activities of the cross-organizational teams
• Maintain solid relationships with key client and internal stakeholders 
• Manage critical issues to resolution and escalate to senior management as required. 
• Manage project communication and serve as escalation point for internal operations teams 
• Manage project scope and apply the change control process. 
• Ensure effective transition from project to production 
• Support of operational issues that may occur from time to time.

What we'll need from you:

• Proven track record of successful implementations of complex, multi-product deal portfolios
• Project Management experience in running complex implementations that require new product functionality/product development
• Proven track record of consistently strong performance and excellent project delivery
• Wide organisational knowledge and cross-functional team work experience to deliver multi-work stream projects
• Ability to analyse and solve complex problems; strong influence skills

Functional skills:

• Card Acquiring/Issuing Bank Operation and Service
• Understanding of VISA and Mastercard products, implementation experience
• Understanding of reconciliation processes 
• Project Management (Certification or relevant job experience preferable)
• Agile Experience a plus

Transferable skills: 

• Self-starter and ability to take initiative in driving projects forward 
• Excellent organisational and planning skills 
• Excellent written and verbal communication skills  
• Negotiation and decision making/problem solving skills
• Ability to work under high-volume workload and prioritise in an effective manner 
• Ability to effectively manage and navigate through multi-faceted disciplines throughout the Bank. 
• Analytical thinker 
• Ability to affect people positively
• Good negotiator
• Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
• Valuing diversity. Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organizational success.

What we can offer you

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive.

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

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