Project Evolve Commercial Card Governance Team

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Project Evolve Commercial Card Governance Team-19001428

Job Background/context:


The role reports to - Region specific (APAC)

  • Commercial Cards Operations is closely aligned to Product, Business Development, Account Management, Implementation, Data Solutions and Technologies, and interact closely with all partners on a daily basis
  • This role is a regional role based in India, with matrix reporting lines to Regional Commercial Cards Operations
  • This role will work closely with the Local Operations Teams supporting numerous operational functions
  • During the transition and post the transition, his role has responsibilities that will necessitate excellent collaboration with team members across all sites, and a degree of matrix management of activities,

Job Purpose:


The primary objective of this role is to support the transition of the Regional Commercial Cards Operations business from current service provider to a new service provider. Once the transition is successfully completed the responsibilities will be shifted to drive and support productivity improvement, automation initiatives and Robotic Process Automation new service provider committed to deliver on and to support the BAU activities of the Regional Commercial Cards Operations Business while manage the day to day function of the processes within the business.


The primary responsibilities of this role are:

  • Supporting the planning of the optimum transition in collaboration with the Global Transition Lead and alongside the Commercial Cards Transition Manager 
  • Supporting the recruitment process of the new processing population along the Region Commercial Cards Completing weekly and monthly quality assurance reviews on cases handled by the Commercial Cards Unit
  • Managing reporting and communications related to quality assurance with both the Commercial Cards unit and the SOW Management team
  • Providing supplemental training, as needed, to the Commercial Cards team if gaps are identified during the quality assurance process
  • Organizing and conducting regular checkpoint calls with the Commercial Cards management team and the SOW Management team
  • Developing and implementing strategies to alleviate issues with sensitive clients
  • Proactively identifying and raising process improvements, automation ideas, or other initiatives to SOW management in order to promote continuous improvement within the investigations unit
  • Managing escalations received via email and ensuring that the root cause of any processing issues is identified and corrected
  • Collaborating with SOW Management and Commercial Cards management to develop and implement reporting and tracking, where needed
  • Act as an escalation point for items raised by Citi Service or the Commercial cards team
  • Support automation-related testing and development work, as needed
  • Champion Client Service experience enhancing initiative
  • Ensure appropriate level of governance and monitoring of the transition and the changes is established, implemented and managed during day to day activities
  • Commercial Cards Operations team in operational and technical initiatives

Key Responsibilities:

  • Working with Functional and Process Owners to ensure processes and procedures are documented and signed off, making sure appropriate level of detail is included in the processes and procedures documentation allowing seamless transition
  • Once transition is successfully completed, ownership, oversight and management of specific processes across Commercial Cards, operations spread across 14 countries assigned post transition
  • Review the non-standard Requirements and work closely with Technology, Implementation and Customer Account Specialist teams to ensure the client requirements and understood and implemented
  • Interact Closely with Customer Account Specialists /Account Managers/Implementation team to ensure that the priority requirements and any client issues are appropriately scheduled in work slate within the assigned processes
  • Provide direct oversight of process work carried out by service providers/vendors that contribute to the end-to-end processes, including (but not limited to) engaging in discussions relating to resourcing, procedural effectiveness and controls
  • Investigate with BAU process teams on any escalations and track responses, ensure client facing team’s expectations are well managed through close liaison and timely communication during the resolution process
  • To act as Citi’s first point of contact for assigned processes and functions within Commercial Cards Operations
  • Review and approve key deliverables to be shared with internal and external stakeholders for the above processes
  • Monitor the Key Performance Indicators and Key Risk Indicators for process functions established during the transition and ensure actions from Management Business Review call are implemented
  • To be the first point of contact for any Audit /Risk review for the functions responsible

Development Value:

  • Business Process Management skills
  • Management scope over a period of time
  • Experience of fast growing and successful multi-region Card businesses
  • Vendor Management best practice, process mapping
  • Control and process skills
  • Exposure to Product Management and Card Association
  • Project, change and transition management


  • Preference for business management degree-qualified individual, Bachelor grade
  • MS Office – Excel, Word, Access database
  • MS Project preferable





  • Preference for business management degree-qualified individual, Bachelor grade
  • MS Office – Excel, Word, Access database
  • MS Project preferable


  • Excellent ability to communicate at all levels (verbal/written)
  • Organizational, Detailed and Analytical skills
  • Change management
  • Highly numerate
  • Quick learner
  • Self-motivated



16 March 2019
Location: India Tamil Nadu Chennai
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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