Job Abstract

Business Overview:

The Public Sector Lockbox business is a 24/7 operational unit which provides a variety of services to government clients to assist them in managing their receivables and sensitive documents.  The core functions of this business include Mailroom, Batching, Scanning, Dispatch and Data Entry.  Most functions occur in a POD or small team environment.  A successful candidate must be able to work weekends/holidays, additional hours as required and successfully complete the government-required background check.  The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned as necessitated by business demands.  This role is an officer at Citi and therefore, is expected to excel at Citi’s Leadership Standards, categorized below. 

Develops Our People:

• Coordinate daily production activities of the team including appropriate resource allocation, supporting shift targets, monitoring POD and shift-level metrics, and ensuring all client SLA’s are met
• Responsible for the operating efficiency and throughput of several functions or PODs
  • Understand the skill sets of each employee working within a POD, properly aligning tasks to skills
  • Identify and assist in executing necessary training to optimize staff productivity and quality
  • Assist in calculating and motivating the team to meet daily targets
  • Maintain neat and organized PODs and functional areas
• Recognize the value of our people:  Value their differences; help them grow and develop; tap their full potential; treat everyone with respect and dignity
  • Encourage positivity throughout the production floor and shift
  • Be a good listener and appropriately relay concerns to management
  • Appropriately escalate any production floor issues or dress code/hygiene infractions
• Assist with collecting and providing staff feedback and training to improve quality and productivity
• Build a team environment by freely sharing job knowledge for all processes
• Assist with new hire onboarding processes and oversee new hire training activities across multiple functions within the POD, providing structure and consistency
  • Participate in staff-level interviews, providing objective, meaningful feedback
• Encourage active participation in development opportunities for self and team members
  • Actively and regularly pursue 360 feedback
  • Become a Subject Matter Expert in all core functions
• Reward results – recognize and reward staff members across sites, shifts, and levels as appropriate

Drives Value for Clients:

• Continually find ways to Be the Best for our Clients
• Ensure the shift exceeds the departmental quality standards
• Support root cause analysis review on client impacting concerns, and provide detailed information and proposed solutions regarding findings
• Encourage proper handling of highly-sensitive, government documents
• Participate in all client-facing events as needed
  • Participate in ad-hoc data collection per client requests, including clear and comprehensive summary of data submitted to management
  • Prepare for all client tours by ensuring work areas are organized and clean, recruiting tour demonstrators, and actively participating in any Q&A sessions

Works as a Partner:

• Consistently practice the ‘One-Team’ perspective collaborating business decisions and consistently sharing job knowledge with peers and managers
• Build and maintain positive working relationships with peers, management, and staff members
• Apply good understanding of how the teams and sites integrate with each other to accomplish the objectives of the business
• Effectively partner across sites and businesses through leadership and active participation in site-wide task forces, councils and projects
• Through an assortment of communication avenues, maintain frequent, effective and transparent communications with peers, managers and staff across shifts and sites
• Be prepared to provide coverage for peers within and across shifts as needed

Champions Progress:

• Manage change effectively and positively
  • Support management initiatives and communications regarding change
  • Participate in pilot programs, break-out sessions and chat sessions to gain understanding
• Identify opportunities and lead initiatives to implement process improvements, morale-impacting or expense-reduction enhancements
• Participate in at least one task force or committee and provide regular updates with measurable impact
• Participate in Lean and Operations Excellence project teams, client projects, or other internal initiatives. 

Lives Our Values:

• Take ownership and initiative to resolve issues
• Actively support the business’ initiatives related to culture improvement
• Treat people with dignity and respect and assume the intentions of others are based on common goals and shared purpose
• Represent Public Sector Lockbox appropriately in all site-wide initiatives, executive-level tours and community efforts
• Risk and Controls
  • Ensure Adherence to all departmental policies, client requirements, and compliance guidelines within a strictly regulated environment
    • Adhere to and support strict dress code guidelines
    • Comply with mandatory leave policy, as required
    • Lock computer when unattended
    • Utilize secure system passwords
    • Know and abide by the GLSG.  Escalate any potential breaches
    • Know the processes, understand the procedures manual, understand the controls detailed in those procedures and escalate any procedure that needs updating to the task force
    • Escalate all potential risks to a manager or compliance
  • Participate in Audit preparation and review processes
    • Ensure daily and monthly filing requirements are met
    • Retrieve audit documentation as requested, review for completeness and submit to management prior to the requested dates
    • Participate in audit walkthroughs as requested
  • Conduct internal audits
  • Oversight of staff to ensure adherence to processes, procedures and data protection
  • Assist with  staff completion of the required compliance training and other functional training
  • Support the review and reconciliation of requirements to Process Control Manuals
  • Understand Contingency of Business expectations and participate in tests as needed
    • Understand processes for a fire drill, medical emergency, shelter-in-place, suspicious mail and other emergency situations

Delivers Results:

• Manage workflow for multiple PODs across all work streams ensuring timely completion of all functions by distributing work based on priority
• Participate in annual review of employee survey results, assist in creating the action plan, and executing tasks
• Timely escalate processing and staff-related issues to manager
• Perform administrative tasks as needed
  • Entering, validating, and filing productivity sheets
  • Collect metrics, enter and submit data for MIS reports
  • Run staff reports such as scorecard and schedule
  • Responsible for accurate and timely shift reporting via comp and call reports
  • Provide support for filing, copying, shredding and retention efforts
• Safely use necessary equipment and machinery as needed

Education:

• Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Second Shift and schedule is Tuesday – Saturday 7:00pm-3:30am

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Primary Location Full Time Salary Range:

In addition to salary, Citi’s 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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Anticipated Posting Close Date:

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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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