1+ months

NA Contact Center - Program Group Manager - C14

Citigroup
Irving, TX 75062
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The Program Group Manager is accountable for management of set of critical support teams supporting NA Contact Center. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple Contact Center Operations businesses and how they interact in order to achieve the objectives of the function. Applies in-depth understanding of the business impact of technical contributions. Generally accountable for delivery of a full range of services supporting NA Contact Center including Project Management, Release Readiness and various Program Management responsibilities. Excellent communication skills required in order to negotiate internally, often at a senior level. Escalation management responsibilities for matters related to Contact Center Operations, technology outages and other critical business updates. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.


**Responsibilities:**


+ Supports planning, directing and coordination of day-to-day activities of running a program or portfolio of programs.

+ Manages team supporting NA Contact Center (Supporting Brands, CRS, Retail Bank)

+ Applies comprehensive understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that have impact beyond own area.

+ Establishes broad and effective cross-business, and cross-functional network to effectively navigate complex and time-sensitive business matters.

+ Ensures creation and signoff of program plan and charter, benefits management plan, stakeholder management plan, acceptance plan, and central program issue log.

+ Ensures program plans meet business needs as described in the program initiation documents.

+ Ensures program stakeholders receive schedule status regularly.

+ Escalates program risks to the Program Director, or Program Sponsor, when appropriate.

+ Ensures vendor performance is monitored and actions taken if performance warrants.

+ Maintains appropriate staffing requirements to meet operational needs and develops effective talent succession plans for function.

+ Exercises shared responsibility for budget, policy formulation and planning.

+ Evaluates subordinates' performance and makes recommendations for pay increases, promotions, terminations, and other personnel actions

+ Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.


**Qualifications:**


+ 10+ years of experience

+ Good negotiation, influencing and stakeholder management skills


**Education:**


+ Bachelors/University degree or equivalent experience, potentially Masters degree


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**Job Family Group:**


Project and Program Management

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**Job Family:**


Program Management

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**Time Type:**


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Citi is an equal opportunity and affirmative action employer.


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.


Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .


View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .


View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .


View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)


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Effective November 1, 2021, Citi requires that all successful applicants must be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
Posted: 2021-10-25 Expires: 2022-02-07
Sponsored by:
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NA Contact Center - Program Group Manager - C14

Citigroup
Irving, TX 75062

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