8 days old

Application Support Group Manager - ISG Global Loans

Citigroup
Jersey City, NJ 07308
The Apps Support Group Manager is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Applies in-depth understanding of the business impact of technical contributions. Strong commercial awareness is a necessity. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. 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.


The role will be working as a senior group manager in the Information Service Group (ISG). ISG aims to be the best for our clients by creating a Service-Centric organization focused on digitizing ICG's products/services, driving out manual work and delivering world-class Client Experience and enabling growth via scalability.


Citi is embarking on a multi-year technology initiative to upgrade our core accounting and servicing application for its Agency, NonAgency and Bi-lateral Lending businesses globally in order to support growth and strategic objectives including reduction in manual efforts leading to risk mitigation within the environment. The technology stack transformation will include migrating to the Loan IQ platform and exiting current products that support the businesses. A dedicated Loan IQ Support team will be critical in the transformation programs success.


This is an excellent opportunity for someone passionate about technology, but who possesses knowledge of the LoanIQ product. You will be responsible for managing the two globally distributed Service Desk team (30+ individuals). The role has 2 major functions: (1) Management of the Global Loans service/support desk, (2) Global Product oversight of Loan technology support and strategic Loans initiatives.


**Responsibilities:**


+ Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives; requires a good understanding of the industry.

+ Vendor relationship management including oversight for all offshore managed service.

+ Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices.

+ Guide development teams on application stability and supportability improvements.

+ Formulate and implement a framework for managing capacity, throughput and latency.

+ Define and implemented application on-boarding guidelines and standards.

+ Work with various team members on coaching them on how to maximize their potential, work better in a highly integrated team environment and focus on bringing out their strengths.

+ Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training

+ Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions.

+ Participates in business review meetings, relating technology tools strategies to business requirements.

+ Assures adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in best practices across the overall support program

+ Influences and negotiates with senior leaders (across functions); may communicate with external parties

+ Management responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.

+ Performs other duties and functions as assigned

+ 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 relevant experience

+ Post-Graduation in relevant field preferred

+ Senior to advanced level experience in an Apps Support role with commensurate experience in people management.

+ Experience of senior stakeholder management

+ Project management with demonstrable results in improving IT services

+ Capacity Planning/Forecasting exposure a plus

+ Effectively share information with other support team members and with other technology teams

+ Ability to plan and organize workload

+ Consistently demonstrates clear and concise written and verbal communication skills

+ Ability to communicate appropriately to relevant stakeholde


**Education:**


+ Bachelors/University degree, Masters degree preferred


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**Job Family Group:**


Technology

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**Job Family:**


Applications Support

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**Time Type:**


Full time

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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 for positions located in the United States or Puerto Rico 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.

Categories

Posted: 2022-05-13 Expires: 2022-06-12

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Application Support Group Manager - ISG Global Loans

Citigroup
Jersey City, NJ 07308

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