Nam Regional Hospitality Services Operational Manager - Svp(Hybrid)

Job Purpose:
This role has accountability to delivering high impact services to the full spectrum of Citi businesses. The hub of operations is in the regional headquarters located in New York. However, the role is also responsible for the delivery of significant services in Citi operations across NAM. The role reports to the Global Head of the service. Products include:

• Client conference and Hospitality Services

• Executive dining services
• Business continuity support
• Reception services
• Staff catering
• Vending / Pantry operations
• Restricted commodity governance control.

Key Responsibilities:

• Operational service management (performance and issue management)
• Building and developing strong relationships with key business partners including the most senior management to ensure that services provided are customer centric and continually adapted to the changing needs of the business with efficiency, innovation, and service delivery enhancements
• Rigorous financial management of significant direct budgets and influence on commodity budget approval across NAM
• Management of significant outsourced operations including oversight of outsourced service providers
• Build and maintain close working relationships with other support functions (HR, CSC, CRS, CSIS, CTI, BTSS and etc)
• Management and development of Citi direct staff, adhering to Citi's mission statement, Code of Conduct and operating principles and cascading Citi's operating principles across broader outsource personnel
• Building and maintaining a robust control & safeness environment across all areas of responsibility
• Reporting of management information including quality, volume metrics and active management to ensure that service standards are achieved
• Process and operations analysis, implement global restricted commodity strategy across non-core States
• Functional support of commodity activities across the NAM region in conjunction with GHS analytics management
• Establishing and maintaining a network of vendor and industry contacts.

Job Background/context:
Global Hospitality Services deliver a broad array of core products across all regions as well as a significant number of services tailored to local situations and supporting all Citi's business lines.
The scope and scale of operations in NAM have broadened substantially in recent years due to organic growth. The complexity has been further increased by the way we adapt to a changing working office environment and the value proposition that amenity services offer to staff.
The role will require a high degree of flexibility due to its dynamic nature. It may incur travel across the region and beyond, for the purpose of implementing service and process change initiatives this may be required on a short notice basis.
The role requires an experienced, clear thinking, innovative and self-motivated organized individual, who can deliver cost effective and high-quality solutions with accountability in a very demanding and constantly changing environment. The ability to multitask and support remote teams and/or functions is crucial to the role's success.
Colleague & Client Services provides a wide range of support services to the firm. It includes GHS (Global Hospitality Services), Global Event Marketing, Centre for Culture, Alumni Network, Fitness & Wellness Centers, Residential Leadership & Training Centers, and operational support to senior global management.
Development Value:
This is a high-profile role that requires constant interface with very senior business managers as well as global and regional management. The successful candidate will develop a broad understanding of Citi's business operations and organization and a deep knowledge of a diverse range of services. Vendor management skills will be honed to a high degree as the role is required to operate with management from significant outsourced service providers as well as with onsite management and staff. This role will demand and develop significant general management and leadership skills including the ability to exercise judgment in complex and ambiguous circumstances and to achieve objectives through influence and other indirect means. Successful performance in this role will equip the incumbent with relevant experience and exposure for further demanding and high-profile roles within Citi businesses.
Knowledge/Experience:

• Significant operational experience in related or similar areas (i.e. executive and food & beverage services) ideally within financial services
• People and performance management experience
• Strong experience in third party vendor management
• Strong experience of client liaison or relationship management
• Broad knowledge of financial services products and environment
• Fundamental understanding of controls and associate processes
• Experience of managing complex change management processes
• Establishing and maintaining a network of vendor and industry contacts

Skills: (technical skills)
Essential

• Excellent interpersonal skills, confidence and judgement
• Excellent verbal and written communication abilities
• Flexible and responsive manner and ability to prioritize
• Structured and organized approach
• Strong oral, written and visual communications skills
• Ability to work and lead teams virtually within a global team in multiple time zones
• Demonstrated creativity, initiative and resourcefulness
• Highly motivated and self-driven, ability to multi-task productively, and strong result orientation

Desirable

• Financial literacy
• Technological literacy
• Negotiation skills.

Qualifications:

• University degree graduate with hospitality or related major
• 10 years of related working experience
• On the job knowledge is more important than qualifications.
• Candidates would require having a higher education background; however exceptional candidates who do not meet the educational criteria may be considered provided they have the necessary skills and operational experience.
• Additional vocational qualifications, Diplomas or industry equivalent or awards are welcomed, but are not a pre-requisite.

Competencies

• Entrepreneurial approach including the ability to identify opportunities and to react accordingly
• Team builder, leader must be able to build upon a Diverse workforce with multiply culture/State differences with direct and indirect staff
• Resilience, adaptability, and the ability to remain focused in a highly demanding and fast-moving environment
• Ability to analyze complex, ill defined problems and to develop practical solutions
• Ability to achieve results through influence of stakeholders and clients and the leadership of and participation in virtual teams
• Comfortable operating in ambiguous and complex circumstances
• Excellent customer service and relationship management skills.

Job Family Group:
Corporate Services
Job Family:
General Services
Time Type:
Full time
Primary Location:
New York New York United States
Primary Location Salary Range:
$163,600.00 - $245,400.00
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