Director India Operations - Credit, Collections & Recoveries

Job Description

Director – Credit, Collections & Recoveries – USPB India Operations, is a leadership role managing a team of 450+ employees and will be responsible for managing 30+ CCR operations with a tight control on quality and delivery timeliness. The incumbent will be responsible to lead many projects and complex operations and give leadership coverage on people priorities for the organization. In addition to the leadership coverage of all the existing processes, the incumbent will be involved in migrating new processes and build team as per the long-term plan.

The incumbent should have good operations background & knowledge, and strategic outlook to transform the operations unit with highest risk & control standards. The incumbent in this role must provide functional oversight and guidance in leading strategic initiatives / projects involving process re-engineering, value stream mapping of end-to-end process, and automating repetitive steps, and work closely with AI driven automations. This position will take a lead role in sharing best practices across various units in USPB operations. Role covers all aspects of operations – capacity planning, expense management, exceeding the service level requirement, enhancing risk & control environment and a close tracking of processes with regulatory significance. This leader will be responsible for setting up a team for non-production roles and strategic functions.

The Ops Support Sr Group Manager manages multiple teams through other managers. In-depth understanding of how own sub-function contributes to achieving the objectives of the function. A good understanding of the industry, direct competitors' products, and services, is also necessary in order to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication/negotiation may be necessary. Responsible for executing functional strategy in area managed. Determines approach to implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation and contribution to future strategy of the area(s). Impact reflects size of team managed, strategic influence on the business and interaction with other functions or businesses. Full management responsibility for multiple teams, including management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. May be doing involved or responsible for diverse (cross-discipline) activities.
Responsibilities:

• Typically, 3 down from Business Head; Manages multiple Operations Support managers in large site or across multiple smaller sites
• Multiple teams may be doing diverse (cross discipline) activities
• Primarily affects a function through significant impact in terms of size of team managed, strategic influence on the business and interaction with other functions or businesses.
• Involved in medium to long-term planning for broad issues affecting the business
• Frequently involved in a variety of broad based and complex issues requiring conceptual analysis
• Applies in-depth industry knowledge
• Exercises full accountability for results, budget, planning, policy formation and significant contribution to future strategy of the area(s)
• Applies broad and comprehensive understanding in multiple functional areas as well as underlying business values
• Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions
• Establishes strategic plans for the function
• Thorough knowledge of how own function integrates within the overall organization to contribute to achieving business goals; requires a good working knowledge of the industry.
• Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources
• Influences and negotiates with senior leaders (across functions); communicates with external parties
• Contribute to the development of new techniques, improvement of processes and workflows by applying in-depth disciplinary knowledge and integrating subject matter and industry expertise
• Perform detailed analysis on issues and recommend solutions, as appropriate; frequently involved in a variety of broad based and complex issues requiring conceptual analysis
• Engage with senior stakeholders in the organization to deliver on critical projects, drive transformation initiatives across various Line of Business and ability to quickly adapt to various situations
• Drive the culture of transformation across the teams and identify synergies between various processes
• Take long term approach to build a robust model that would benefit people and processes. Encourage internal mobility and support cross functional projects and fungibility of resources
• 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.

Applicant should be ready to work in flexible hours with coverage till 2:00 PM US ET time zone.

Qualifications:

• 15+ years of experience, including 8-10+ years' managerial experience
• Must possess the technical know-how, commercial awareness and analytical skills coupled with an understanding of risk/reward dynamics and how they interact to generate sustainable profitable growth
• Proven record of achievement in leading large, matrixed, specific line of business experience preferred
• The USPB Operations team supports Retail Bank, Branded Cards and Retail Services. The ability to drive consistency while balancing that with unique needs of our customers and partners. The ability to understand processes and optimize across workstreams. Focus on transformation and efficiencies as aligned with organizational goals and targets.
• 10+ years broad experience focused on driving strategic customer initiatives and strategic leadership roles, including managing large complex cross-organizational transformation programs with a demonstrated track record of having worked on large, strategic cross-functional projects and proven ability to take ownership and drive strategic output independently.
• A high level of maturity and strong leadership skills are necessary to interface and manage stakeholders at a senior leadership level, to drive and accelerate execution.
• Collections & recoveries experience will be an added advantage

Leadership Skills:

• Strong leadership skills with an ability to manage and motivate large teams
• Very strong business planning and strategic skills
• A passion for delivering excellence in all aspects of the client experience
• A good understanding of retail financial services
• Experience in mass market consumer products or services would be an advantage
• High level of energy, with strong collaboration and persuasion skills
• Comfortable operating in a large, multicultural and “matrixed” organization

Education:

• Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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