SMBF Services Production Business Control Centre & Orion Global Lead - Director

SMBF Services Production management are recruiting a Global lead of Services Business Control Centre (BCC) and Orion.

Our BCC ensures 24x7 best in class response to major technology events (planned or unplanned) impacting our Services business which consists of Digital Channels, Payments Processing, Core Banking, Liquidity, Data, Investor services, Issuers services, Trade & Working Capital). It enables the dynamic and swift response to triage situations due to their proximity and understanding of Services eco system. Such events typically require a multitude of experts spanning > 1 application, technologies, business, ops, risk, regulatory and others partners. The goal to achieve industry best response, decision and outcome, concise expectation management and supporting client and regulatory reporting obligations.

BCC also supports broader SMBF (Services, Markets, Banking and Functions) in respect of Cyber event response coordination to tackle urgent vulnerabilities in response to Citi, Vendor, Supplier of Client issues. As we further strengthen our services, there will be opportunities to increase valuable capabilities more broadly for SMBF.

Orion provides 24x7 critical end to end service anomaly and response across circa 90+ critical flows, regulatory mandated Critical Business services (CBS) and a subset of Platinum Clients, it manages the swift direction to sub domain technical SMEs and or Ops partners for prompt attention / resolution. Recognized for supporting demonstrable improvements in client experience through reduced detection and response times.

In this role you will partner closely with Global leads of Services Production, Development and Business, Ops stakeholders. Foster strong relationships with SMBF Prod leadership and central Citi Technology Infrastructure and enterprise incident management.

Responsibilities:

• Defining Services BCC & Orion strategy, supporting Citi and SMBF and Business goals. Delivering outcomes that support rapid recovery, reductions in client impact duration and continual improvement in client feedback.
• Maintain strong relationship with senior business / ops and technology stakeholders to garner support for strategy, share performance insights for the services provided. Seek feedback and take action to drive continual improvement.
• Maintain strong feedback loop for broader BCC services to SMBF, seek to improve and expand appropriate services as an enabler for ongoing improvements
• Ensure adherence to Citi Enterprise policy and protocol as they relate to Major incident management and other related ITIL practices
• Build and maintain a strong awareness of key global regulatory obligations in respect of disruptive events and reporting requirements, stakeholder engagement and communication.
• Strengthen CBS/ITOL awareness, obligations, response and reporting requirements. Influence outcomes with own and partner teams to tackle improvement areas
• Active leadership and stakeholder management during significant disruptive event management.
• Drive constant improvement in Services command and control, escalation and communication of major events including cyber event coordination
• Improve readiness and response to enterprise / catastrophic events through tabletop/chaos training exercises throughout the year
• Set and cascade objectives and performance measures for direct team and Services Production as whole in respect of major events
• Responsible for ensuring our services are appropriate, right placed and avoid duplication of already existing capabilities
• Drive accountability and improved outcomes through enrichment of roles and responsibilities, including expectation of other partners. Improve engagement, training + awareness as it pertains BCC + Orion outcomes
• Culture carrier for the Enterprise Production Strategy, strategic tooling, analytics, automation and less human dependencies, partner and drive outcomes with Central SMBF + CTI teams.
• People management, including talent development, performance evaluation, reward & recognition.
• Responsible for budget & staffing matters, employing commercially minded decision making to deliver cost effective solutions.

Required Experience / Skills:

• Strong industry relevant experience
• Proven track record delivering results and demonstrable experience engaging, motivating, and influencing direct / matrix / stakeholder teams.
• Process driven and experienced in varied Production Management disciplines (ITIL) with a track record of continual improvement.
• Previous relevant business domain experience preferable but not essential
• Calm and methodical during crisis, able to distil complex situations into core priority outcomes
• Detail-oriented, with strong analytical skills
• Demonstrable track record driving sustainable, scalable strategic outcomes (organization and/or service transformation, solutions process/tools)
• Excellent interpersonal & communication skills with ability to influence and garner support with senior stakeholders and partners.
  • Comfortable presenting problems, initiatives & progress
  • Well versed distilling complex information into succinct messages
  • Considers target audience and tailors messages appropriately
• Proven track record of exceptional relationship management (peers, stakeholders and senior management)
• Pro-active, organized, thorough and energetic
• Manager of managers in a diverse distributed environment
• Highly effective navigating large, complex organisations.
• Strong financial planning and cost discipline, with a track record of delivering efficiency
• Exceptional staff engagement and talent development.

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