ROHQ HRSS Ops Sup Manager

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ROHQ HRSS Ops Sup Manager-19033234

Ops Sup Manager

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 Pre-employment Screening Operations Manager is responsible for performing supervisory capacity to the Pre-employment Screening Team. This position is responsible for providing operational support internally (e.g., HR, Recruiters, Hiring Managers, CSIS, HRSS, Legal, Global counterparts) and externally to customers and clients (e.g., New Hires, Pre-Employment Screening Vendors, etc.)
Responsibility Composition:
• 40% Production Activity (e.g., Problem Solving, Meetings, Risk/Control)
• 5% Supervisory (e.g., Capacity monitoring, etc.)
• 10% Customer Activity (e.g., senior management)
• 20% People Manager (e.g., coaching, performance appraisal, motivation, etc.)
• 5% Re-Engineering (with participation in execution)
Key Responsibilities:
Performs people management duties over the Pre-employment Screening 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 Pre-employment Screening Team’s tasks for sensitive/high profile/high impact/Senior Management requests (i.e., HRSS Manila and HRSS Regional team population)
• 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 analyzes complex reports and operational metrics (e.g., OSC, HRMS, Vendor Dashboard) 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
• Acts as a Vendor Relations Manager to ensure services of Third Party Vendors (e.g., First Advantage, Credit Bureau of Singapore, DNB, etc.) are reflected accurately in the Work Orders and are being executed as per service level agreement, and the services rendered are fully accounted for thru the accurate validation and timely payment of invoices
• Acts as the Business Activity Owner (BAO) Support of the background screening vendor to ensure its compliance to various ongoing monitoring activities for vendors in accordance with the Citi Third Party Management policies
• Applies in-depth knowledge of process principles and concepts in strict adherence to Citi's Global Background Screening Policy Program
• Ensures timely closure of pre-employment cases for audit and policy compliance and conducts a regular check of the quality of services by the team
• 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 internal and external stakeholders for awareness and relationship building (e.g., Business Reviews with Third Party Vendors, etc.)
• 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 Pre-Employment 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:
o Ensure comprehensive and effective documentation of controls with Control Checkpoints and Process Snap Shots are implemented
o Ensure frequent process reviews and trainings are conducted to improve awareness and to validate controls
o Ensure key metrics are developed to track improvement against control risks
o Ensure audit readiness at all times
o Develop and ensure implementation of effective Risk and Control Self-Assessment (RCSA) processes
o Ensure the team has a comprehensive Continuity of Business (COB) where Critical Resources are identified and regularly updated are
o Ensure timely escalation and immediate resolution of issues or possible gaps/ breaches with minimal impact to operations
o 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 (Recruiters, Service Delivery Managers, etc.)
• All Citi employees, including Hiring Managers
• All Citi candidates who accepted the offer
• Regional/Global HR/HRSS Risk and Control
• Reengineering Team
• Legal
• Procurement
• Accounts Payable


• 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.) 
• 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.


Behavioural Traits
• Communication
 Writes  factual emails and procedure documents in English/Japanese or any required foreign language
 Provides high quality updates and problem resolution over emails
 Writes grammatically correct and accurate emails and procedures or any documentation
 Able to articulate own process along with its key controls. Uses evidence to support reasoning.
 Effective presentation skills including presenting at cross functional forums
 Demonstrates effective project management  and presentation skills
 Strong oral and written communicating skills and articulation abilities

• Teamwork and Interpersonal
 Interacts effectively in team meetings, providing constructive and relevant inputs
 Expresses opinions in a positive way during official meetings and 1:1; avoids gossip
 Understands GROW model
 Uses GROW model in organizational issue resolutions and team discussions
 Buddy to new team members and effectively guides them on Citi policies & processes
 Participates in cross functional initiatives at a Center Level; seen as a team player
 Provides vocal leadership. Encourage team members and colleagues to speak up
 Is instrumental in building trust and confidence within the team and is approachable to the team
 Leads a cross functional committee aligned to a strategic deliverable
 Is assertive and refrains from being aggressive
 Demonstrates people leadership by regularly holding team meetings, understanding key issues and raise them to seniors in a timely manner
 Inspires followership from the staff

• Organizational Awareness
 Understand the HRSS organization structure, have some level of understanding about CSS
 Demonstrates conviction to the HRSS Journey – Operating Model, Goals and Vision
 Plays an active role in building conviction to the HRSS Journey
 Leverages opportunities to interact with senior leadership
 Understands and acknowledges the work pressure environment
 Awareness of the HRSS / CSS org structure
 Good understanding of the HRSS / CSS organization structure
 Proactively promotes teams achievements

• Personal Development Efforts
 Accountable for job responsibility
 Aspires to grow and succeed in Citi
 Understands GROW model
 Uses GROW model in organizational issue resolutions and team discussions
 Drives execution
 Prepares IDP, actively discusses with direct manager for next steps, proactively monitors progression
 Discusses team member IDP and works to come to agreement to areas for execution
 Aspires for long term growth within Citi



• Office Etiquette
 Minimal irregularities to work and on time presences during meetings
 Follows the office dress code and conducts oneself in a professional manner

• Problem Solving
 Identify the problem
 Involved others in solutioning or be involved in the solutioning
 Execute or monitor the execution of solution
 Determine measurable results to the solution

• Critical Observation
 Collect Data
 Interpret and analyze the data
 Review the data
 Determine if data answers the problem raised
 Determine different ways of interpreting the data
 Highlight key areas for attention in resolving the problem and/or in presenting to seniors

• Conflict Resolution
 Identify win-win solutions
 Exercise persuasion and influential skills to serve the best interest of Citi and employees



14 August 2019
Location: Philippines Philippines
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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