Job Purpose:
This is a fast-paced role in a team supporting global investment banking with time-sensitive, exceptional quality and mission-critical services.
Job purpose is to manage a shift for a Presentation & Graphics Services Center that takes work briefs from global clients (Bankers). Work closely with workflow coordinators and help estimate work requests and plan shift-wise project delivery plans, liaise with bankers to negotiate deadlines, manage vendor deliverables, monitor the project delivery dashboard for your shift, ensure every client receives a professional advice and exceptional service.
Reporting Line:
Into the Mumbai Section Manager
Job Background/context:
Working as part of the graphics and presentations team in a busy department that produces pitchbook materials and graphic design.
Presentation Technology (Pres Tech) is a specialist group that provides services to internal clients within Global Banking (i.e. Investment Bank, Markets, Transaction Services, Private Bank, etc.) and various other clients within Citi.
Key Responsibilities: Develop client relationships
- Follow up on any client feedback in a timely manner to provide a quick resolution of all issues
- Maintain a clear communication channel with the clients / bankers and provide periodic update on the status of their projects
- Proactively reach out if the output deliverables are impacted and agree to best possible plan to help the clients
Staff development
- Participate in the recruitment and training process
- Coach, mentor and develop staff, providing constructive feedback in a timely fashion
- Ensure skills are fully developed and staff is managing job production
- Prepare and deliver staff performance reviews
- Provide continual feedback for staff improvement
- Suggest/implement disciplinary procedures as necessary
Production / Operations
- Responsible for the quality and continued assessment of work
- Manage special projects — provide resources and keep communications flowing
- Manage day-to-day operations for a particular shift.Ensure proper utilization of staff resources; and service levels are met at all times
- Actively direct Intake coordinators to build consistent shift leadership routines and predictable decision-making judgmentsCollaborate with shift quality checkers, global hub workflow / managers
- Provide for building feedback mechanism and quality metrics for managing people performance
- Help associates grow and professional mature; Initiate targeted professional development for staff; be proactive to provide guidance and encouragement for learning and development
- Use data and facts in order to make informed operational/tactical decisions. Be proactive in managing/escalating issues
- Fill-in as Workflow Coordinator as and when required
- Any reporting, tracking as delegated by Manager from time to time
- Participate and contribute to department initiatives & projects
Development Value:
- Leadership skills
- Manage a large operations and metrics including a unique (onsite vendor) operations model
- Innovate and create working solutions for clients
- Exposure to a diverse group of clients at all levels of the organization
Knowledge/Experience:
- At least 3 years in a Presentation and Documents operations
Leadership experience:
- Minimum 4 years shift leadership experience in a large presentations / graphics center running one or more shifts.
- Strong leadership qualities to work in and to support smooth functioning of a 24/7 operation
Qualifications:
Skills:
- Exceptional written and verbal skills are necessary in order to communicate relevant and timely information to clients, management and staff
- Analytical and conceptual skills
- Coaching and mentoring skills
Competencies:
- Excellent customer service skills and administrative skills
- Availability and the ability to handle a busy production environment, which involves the presence and/or contact with operations on all shifts on a routine, ongoing basis
- Create a supportive atmosphere where all can develop and succeed
- Willingness to rotate across shifts to support business needs.
- Typical schedule will be a 5-day work week (non-hybrid work model) with each shift being 9 hours (incl. 1 hour of break).Mumbai center covers 7am to 1.30am IST, Mon to Sun.
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Job Family Group:
Marketing
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Job Family:
Communication & Creative Services
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Time Type:
Full time
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