Assistant Vice President

**BUSINESS OVERVIEW**:
Latam Trade is a key unit within the Citi Service Center (CSC), with servicing responsibilities for a group of several trade products Documentary Letter of Credit, Collections, Standby’s, Trade Loans Payables and Receivables for Latin America. Global Trade Operations offers World class Trade Working Capital services in over 70 markets around the globe. The CSC organization supports North America and Latam clients as initiators of transactions to counterparties in other Global Regions, as well as completing transactions to our clients that emanate from Citigroup branches or foreign banks in other Regions. The Organization provides our Corporate, Consumer and Financial Institutions clients with transaction preparation, processing, and customer service. In striving to achieve high quality delivery the organization works closely with business partners and internal servicers. A significant focus on control, customer service and quality are practiced at the transaction and process levels.

**ROLE MAIN PURPOSE**:
The main purpose of the Trade Service Professional (TSP) Support Manager Team Lead is to drive the execution and the day-to-day functions and activities of all Documentary Services, Receivables, Payables including Trade Loans in the Latam Trade CSC for ICG and CCB clients. Will support the regional business strategy in leading, analyzing, implementing, and managing the interactions with the Regional Operations Managers and regional Product to deliver valuable solutions to clients while maximizing client experience. In addition, this professional will be focused on the management and implementation of Risk/Control/Service and Governance strategies across the CSC and will be 100% accountable for the Trade Customer Service Operations in the day-to-day activities and Controls.

**KEY RESPONSIBILITIES**:

- Supervise and Monitoring inquiries and calls in adherence with service level agreements
- Allocate other analysts to Projects, Metrics, Improvements, and reporting/reconciliation initiatives.
- Manage daily workload of teams and ensure all team members are working to maximum efficiency.
- Work closely with the technology organization to determine product/process feasibility.
- Analyze, document, and make recommendations for any enhancements to achieve operational efficiency.
- Staff and organize the unit under control to provide maximum productivity.
- Leverage on technical knowledge from teams to deliver quality service and achieve operating efficiency.
- Perform within departmental procedures and compliance standards to minimize losses to the Firm.
- Provide scorecards for the team members.
- Maintain awareness of products, policies, and system enhancements changes.
- Participates in system and client testing, implementation and trainings if needed.
- Increased customer satisfaction (both internal and external).
- Reduced errors and increased operating effectiveness.
- Strong partnerships developed with our Latam Branch Operations, Product Partners, TCS, as well all CPCs globally.
- Technological Proficiency/ Knowledge.
- Demonstrated people leadership/management skills and the ability to influence and empower people.
- Responsible for training new hires and staff; provide feedback and coaching to the team.
- Provides manager with feedback for performance reviews and participate in appraisals discussions.
- Manage escalations and provides evaluative judgment based on analysis of information in complicated and unique situations.
- Products in compliance with international standards and UCP600, ISP98 & ISBP.

**EXPECTED OUTCOMES (WHAT WILL “SUCCESS” LOOK LIKE IN 12 MONTHS)**:

- Strong control environment and improved metrics.
- Established credibility and strong operations, audit, and front office working relationships.
- High productivity, ensuring we meet expected turnaround time from the branches.
- Increased customer satisfaction (both internal and external).
- Reduced errors and increased operating effectiveness.
- Strong partnerships developed with our Latam Branch Operations, Product Partners, as well all CSC’s globally

**KEY CHALLENGES (WHAT IS THE WORK/MARKET ENVIRONMENT)**:

- Maintain and/or improve the risk-free environment required in this arena.
- Maximize productivity
- Maximize process improvement/changes and develop manage key reporting metrics
- Improve satisfaction levels of business partners with quality-of-service delivery.

**KEY COMPETENCIES**:

- Strong proven problem-solving skills
- Must be able to adapt to change in a fast-paced environment and support other Units as required.
- Proven time management skills
- Demonstrated people leadership/management skills and the ability to influence and empower people.
- Strong focus on control and regulations
- Quick learner; comfortable with and able to manage in complex systems environment and associated development process.
- Strong interpersonal skills and communication skills, both oral and written.
- Com