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 Design Services Center that takes work briefs from global clients (Bankers), work closely with workflow coordinators, help estimate work requests, plan shift-wise project delivery plans, liaise with bankers to negotiate deadlines, manage vendor deliverables, monitor the project delivery dashboard for your shift, ensuring every client receives a professional advice and exceptional service.
Job Background/context:
Working as part of the graphics and presentations team in a busy department that produces pitch book materials and graphic designs. Presentation Design Services is a specialist group that provides services to internal clients within the Institutional Clients Group (i.e. Investment Bank, Markets, Transaction Services, Private Bank, etc.) and various other clients within Citi.
Reporting Line:
Mumbai Section Manager
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 recruiting and training process
Coach, mentor and develop staff, providing constructive feedback in a timely fashion
Ensure skills are fully developed before staff is production. Monitor progress by tracking their efficiency and quality
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 judgments Collaborate 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 and projects
Development Value:
Knowledge/Experience:
At least 3 years in managing the Presentation and Document Service operations
Leadership experience: Minimum 4 years shift leadership experience in a large presentations / graphics center running one or more shifts or a similar operations model .
Strong leadership qualities to support smooth functioning of a 24/7 operation
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
Qualifications:
Bachelor’s degree
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 along with a weekend cover. Typical schedule will be a 5-day work week onsite (non-hybrid model) with each shift being 9 hours (incl. 1 hour break).
Mumbai center covers 7am to 1.30am IST, Mon - Sun.
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