Citi's Global Consumer Bank (GCB) has a unique opportunity to leverage its consumer relationships and footprint, state of the art technology and leading consumer banking position to deliver customer value in a targeted and impactful way. Citi is optimizing its relationship structure to realize a fully integrated delivery model with technology at its core, where sales, marketing and product all work in concert on the cross-platform goals of the company to help us deliver a remarkable customer experience.
GCB's U.S. Consumer Digital (USCD) organization is helping to lead the way in Citi's transformation to become a mobile-first bank and is maniacally focused on delivering a digital experience across our U.S. business that puts the customer at the center. To help us navigate this journey, we are currently seeking a Digital Vendor Senior Manager. This person will be an expert in managing vendor relationships and performance through the entire vendor lifecycle. As such, the person will play a critical role in helping the USCD organization: 1) pilot and adopt best in class third party capabilities, 2) support ongoing management and performance oversight of third parties and 3) collaborate with cross-functional partners (Technology, Information Security, Risk and Compliance) on third party strategy.
The key competencies and characteristics of the ideal candidate for this position are:
Collaborative partner – partner across business areas, build trust, and facilitate strategic decision making across silos to drive to common solutions/platforms where it can accelerate progress against our business objectives.
Comfortable w/ technology and data – comfortable working with highly technical personnel (e.g. software engineers, operations specialists, and project managers) to drive consensus on digital platforms and capabilities.
Strong communicator – ability to communicate complex situations clearly and effectively across all levels within Citi's organizational hierarchy as well as different functional areas.
Expert project manager - ability to manage 5-10 projects at one time while meeting objectives and adhering to initiative timelines; utilize effective prioritization skills
Organizational savvy – knowledgeable about how organizations work; knows how to get things done both through formal channels and informal network; understands the origin and reasoning behind key policies and practices; understands the culture of organizations and how to maneuver through them to get things done.
Manages ambiguity well - ability to manage through ambiguity; can effectively cope with change and shift gears comfortably; can decide and act without the full picture
Persuasive consensus-builder - able to gain buy-in from senior stakeholders with different needs and expectations on platforms and solutions USCD should pursue.
The core responsibilities of the Digital Vendor Manager Lead include:
Act as first point of contact and primary project manager across full lifecycle including vendor selection, onboarding/due diligence, contract negotiation, performance management, contract renewals and off-boarding/termination
Provide guidance to USCD vendor relationship managers to ensure adherence to Citi's Third Party Risk Management processes and procedure requirements
Monitor vendor contract compliance and performance/SLAs
Ensure quick identification and remediation of vendor issues, drive down issue recurrence and overall issue rate across vendors
Ensure USCD maximizes return on its investment with vendors (both through SLA and by maximizing Citi's utilization of key vendor capabilities )
Drive efficiency in end-to-end vendor management process and identify process improvement opportunities
Vendor roadmap communication and influencing
Provide subject matter expertise in the area of digital vendors solutions to various GCB business units and innovation forums, as required
10+ years' experience in a consumer-focused company with significant experience managing vendor relationships
Working knowledge of the financial services industry and the digital product and marketing landscape particularly with regard to best in class vendors, platforms and capabilities
Familiarity with end-to-end vendor management lifecycle activities
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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