SVP / Senior Manager: Internal Control & Agency Relationship Manager

Public Sector Lockbox (PSLB) is a 24/7 operation that provides a variety of lockbox services to the U.S. Government to assist in managing their receivables and important documents. The operational functions of this business include standard lockbox functions such as mailroom, mail extraction, digitization, data entry, and dispatch.

The PSLB Controls/Agency Relationship Manager is a senior management-level position responsible for accomplishing results through the management of two critical teams consisting of 8 professionals in the PSLB business: the In-Business-Controls Officers and Relationship Management and ownership of all PSLB Non-Employee Staffing initiatives including Treasury Folder Team. These teams have members in all three PSLB sites (Buffalo, NY; Irving, TX; Newark, DE).

This senior manager position is 100% on-site and can be located in either the Delaware or Texas locations.

A successful candidate must be able to work holidays and weekends as needed and successfully complete a background and Treasury File process.

Responsibilities:

• Highly visible position needing a comprehensive and standardized management of the essential business requirements for all three NAM PSLB sites for the Risk and Controls responsibilities and Non-Employee Agency Relationship Management.

  Risk and Controls: Ownership and management of all PSLB Risk and Control initiatives and requirements to include:

  • Frequent and regular monitoring and reporting of operational processes providing evidence of adherence to PSLBs stringent client and Citi requirements
  • Oversee the weekly/monthly Management Control Assessments (MCA)
  • Conduct monthly compliance meetings with the PSLB management team, reviewing MCA top issues/concerns
  • Coordinate and take ownership of extensive preparation, operational readiness, and execution of all audits, to include internal, external, and client audits
  • Conduct regular operational internal audits to identify potential weaknesses and non-compliance situations
  • Develop metrics for control issues and action non-compliance situations, working with Operations to create realistic project plans to overcome them.
  • Own and manage the PSLB Contingency Plans, Records Inventories, and other Citi-required Risk and Control initiatives
  • Serve as a Controls Subject Matter Expert for PSLB Operations and Security teams for both Citi and client policies/requirements
  • Partner with PSLB Risk Officer to collaboratively execute Citis Risk and Controls tasks within required timeframes
  • Develop a solid understanding of the end-to-end operations and cover for Senior Operations Manager's as needed

  Non-Employee Staffing: Relationship Management and ownership of all PSLB Non-Employee Staffing initiatives to include: ?

  • Vendor Relationship Manager and Business Activity Owner (BAO) of non-employee agencies, meeting all Citi-required vendor responsibilities
  • Perform regular market analyses to keep current on the market indicators such as pay, talent, quality, retention, etc
  • Continuously evaluate the effectiveness of our staffing model and recommend improvements to the program/model
  • Manage organizational headcount strategy for seasonal staffing fluctuations to meet monthly and annual targets to ensure client daily processing requirementsare achieved
  • Work closely with the agency managers to ensure top talent is recruited and retained, also ensure onboarding and orientation is robust and effective
  • Work closely with Citi HR and Legal related to contractor escalations/investigations/new programs
  • Proactively identify and escalate risk of headcount targets
  • Hold agencies accountable for staffing deliverables, including recruitment, retention, exceeding productivity and quality standards, and onsite management of their staff
  • Partner effectively with operations and agency leadership at all sties
  • Regularly challenge agencies on team performance
  • Stay connected to operational needs and when required initiate contingencies with the agency managers
  • Monitor agencies for adherence to the client's general lockbox requirements

  ?

  Treasury Folder (TF) Oversight:

  • Ensure our client's background check requirements are adhered to for vendors, contractors and employees for all new workers, including client-required updates
  • Work with our third-party background vendor, Legal, and Citis investigative services to decision complex cases
  • Maintain a secured and compliant TF records management framework
  • Serve as primary contact for the agency recruiters to ensure open lines of communication through onboarding

*** This is not an all-inclusive list for the three primary responsibilities, there are other ad-hoc issues that may arise. This position will be responsible for actioning/monitoring issues through to resolution.

Qualifications:

• In all tasks, in accordance with Citi values and culture principles, focus on creating an ethical platform and insisting on integrity in all operational interactions.
• Collaborate and be open to different perspectives to surpass stakeholder expectations; Strive for excellence in all you do
• Executive-level communications, partnership and trust across businesses, departments and clients
• ?Proven ability to develop strong relationships across sites, shifts, and functional partners
• Be a Change Agent to positively support and understand the people and change management issues unique to an operations environment.
• Demonstrated experience with cross cultural teams, including diversity and inclusion efforts
• ?Strong influencing capability
• Resolve highly complex and varying issues that have potential client impact
• Maintain compliance of strict federal government requirements within the process, building, and staff
• Challenge in an acceptable way to raise each other to a higher standing in everything we do
• Ability to focus on Citi and Client to obtain excellence in client, controls, and operational experience
• Strong analytical skills in addition to strategic and lateral thought processes
• Excellent planning & organization skills
• Process improvement focus and/or Lean Six Sigma experience
• Relational manager who focuses on talent development, mentoring, coaching and guidance of the 8 professional team members
• Create strong succession plan for critical roles within your team
• Visible, site-wide leadership in regional councils, committees, and events
• Ability and flexibility to work holidays and/or weekends when needed

?Requirements:

• Position can be located in Newark, DE or Irving, TX
• Lockbox experience preferred
• Audit experience in a heavily governed, secured business
• Vendor relationship management experience
• Strong transactional operations experience gained in financial services or similar industry with a minimum of 6 to 10 years experience preferred
• Bachelors Degree or equivalent experience required. Preferably an MBA

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In addition to salary, Citis 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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