Operations Support Manager
Citigroup Inc
Dalian, Liaoning, CHN


Job Background / Context :

  • Citi Human Resources Shared Services (HRSS) provides HR shared services covering On-boarding, Employee Life-Cycle, Off-
  • boarding, Payroll and Time Tracking, Compensation Administration and Service Delivery as well as HR systems support. In partnership with HR, HRSS strives to provide excellent customer service through its product offering to employees and managers whilst focusing on process re-

    engineering and initiatives to enhance the Shared Services role in Citi

    Job Purpose :

  • The Payroll and Accounting Operations Manager is responsible for performing supervisory capacity to the Payroll and Accounting Team.
  • This position is responsible for providing operational support internally (i.e. HR, Managers, Employees, HRSS) and externally to clients (i.

    e. Third Party Verifier and Service Providers)

    Responsibility Composition :

  • 40% Production Activity (Problem Solving, Mtgs, Risk / Control)
  • 5% Supervisory (eg Capacity monitoring, etc.)
  • 10% Customer Activity (eg senior mgmt)
  • 20% People Relationship (eg Coaching, Perf Appraisal, Motivation, etc.
  • 20% Project Management
  • 5% Re-Engineering (with participation in execution)
  • Key Responsibilities :

  • Performs people management duties over the payroll and accounting team such as :
  • Promote and encourage work-life balance through effective team workload prioritization and resource planning
  • Conducts recruitment of right talent (where needed) and effective coaching to develop and retain staff
  • Evaluates Team Lead’s performance and makes recommendations for pay increases, promotions, terminations and other personnel actions
  • Reviews and checks Payroll and accounting tasks
  • Applies in-depth understanding of how areas collectively integrate within the sub function as well as coordinate and contribute to the objectives of the function and overall business
  • Ensures resolution of issue investigations and manages escalations where analysis of situation or data requires an in-
  • depth evaluation of business processes, procedures and industry standards

  • Provides direction and strategies for the team's execution
  • Designs, generates and analyses complex reports and operational metrics and provides execution management to changes in methods or procedures to increase efficiency
  • Additional responsibilities may also include implementing automated reporting tools, reviewing customized report solutions, and supplying data for internal groups
  • Lead and manage Operational Excellence
  • Ensure consistency in delivering HR administration tasks regardless of country, where process deviations are based only on country-specific regulations
  • Promotes the Continuous Improvement culture by eliminating non-value added steps in the process and share best practices within the team
  • Works with the Reengineering Team in developing initiatives the guidelines for the tactical execution of process improvement and / or re-engineering projects
  • Performs Project Management activities to support diverse projects within team, as required
  • Takes the lead in migration projects in close collaboration with Migrations Team by having an oversight on timeline, resources, stakeholder management, etc.
  • Host regular reviews and meetings with all stakeholders for awareness and relationship building
  • Attend Global calls and ensure that the COE is aligned in terms of processes and operations
  • Lead and participate in Global projects such as upgrades, enhancements, clean-up, etc.
  • May act as back-up for payroll and accounting team Lead
  • May act as back-up Payroll and accounting Team Lead overseeing supervisory duties during high-volume operations
  • Strictly adhere to Risk and Controls policies and procedures thru additional R&C responsibilities such as :
  • Ensure comprehensive and effective documentation of controls with Control Checkpoints and Process Snap Shots are implemented
  • Ensure frequent process reviews and trainings are conducted to improve awareness and to validate controls
  • Ensure key metrics are developed to track improvement against control risks
  • Ensure audit readiness at all times
  • Develop and ensure implementation of effective Risk and Control Self-Assessment (RCSA) processes
  • Ensure the team has a comprehensive Continuity of Business (COB) where Critical Resources are identified and regularly updated are
  • Ensure timely escalation and immediate resolution of issues or possible gaps / breaches with minimal impact to operations
  • Responsible to provide both informal and formal documentation of the issue to the SLTs (for further escalation and handling)
  • Effectively manage all stakeholders whenever issues arise and work closely with the Relationship Managers and Risk & Control POCs
  • Act as mentor / trainer to support training to new team members
  • Leads or appropriately assigns a facilitator for daily huddles and team meetings
  • Key Working Partners :
  • Human Resources
  • Human Resources
  • All Citi employees
  • External Entities such as Third Party Verifiers and Service Providers
  • Regional / Global HR / HRSS Risk and Control
  • Reengineering Team
  • Knowledge / Experience :

  • Demonstrates multi-tasking ability, analytical skills, creative and pro-active problem solving skills with a consistent record of on time delivery
  • Effective time management, administrative documentation and organizational skills
  • Customer Service-oriented providing proactive solutions and alternatives
  • Must be analytical, hardworking, a team player and must support the concept of fun in the workplace
  • Must possess good written and verbal business communication and presentation skills
  • Must be a self-starter and able to work independently in a fast paced global environment
  • Ability to maintain confidentiality and appropriately handle sensitive information with tact and discretion
  • Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity
  • Must have project management skills
  • Possesses people management skills (e.g. coaching, performance appraisal, motivation, etc.)
  • Qualifications :

  • Educated to degree standard
  • Accounting Qualification preferred
  • Strong operations management background
  • MBA or equivalent qualification preferred but not essential
  • Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and type of experience
  • 申请
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