BTSS ICBS Costa Rica Operations Analyst Business & Travel Shared Services (BTSS) In-Country Business Services (ICBS) is a global organization within Business Operations Shared Services (BOSS) with 1000+ employees located across the globe. BTSS offers variety of products and services to Citi Employees, including but not limited to Global Travel, Corporate Card Program, Vehicle Program, Late Night Meals, Archiving Services, Marketing Print, Transactional Print, Managed Print, Mail & Distribution Services. This position has functional/operational responsibility that includes the organization, development, and service delivery of the following products to be provided to Citi's operation for all Costa Rica Legal Vehicles primarily Citi Business Services (Heredia) and Banco CMB (Plaza Tempo-Escazu): + Mail and Distribution (including mailroom operation, messenger service) + Archiving services (archiving, retrieval) + Managed Print services (copy room operation, device rental and maintenance, paper and accessories supply) + Citi Wheels Program (management of Bus/Shuttle service and Corporate Vehicle) + Office Supplies and Stationery + Business Travel (if required) + Corporate Card Program (if required) + Cafeteria and dining services + Reception and switchboard services + Vending services and pantry supplies + Meeting rooms + Office Equipment repair **Key Responsibilities:** Strategy + Execute BTSS global/regional Product strategy. + Identify continuous improvement initiatives that will lead to cost savings. + Be a champion of the values and ethics of the organization. Financial management + Rigorous financial management and influence of direct and indirect spend for BTSS and for services charged to the business. + Adhere and meet country BTSS financial budget. + Provide explanation on monthly variances. Operations management + Ensure efficient delivery of Business and Travel Shared Services in country. + Conduct regular review of BTSS processes against standards, policy and regulatory requirements. + Build and maintain strong relationships with key internal clients (CSC Site Management, Operations Head, Local SLT) + Drive customer centric efficiencies and cost saving initiatives. + Identify & leverage best practices for continuous process improvements & re-engineering. + Research innovative solutions for current services. + Understand country and market trends, competitors, and new supplier’s capabilities. + Responsible for local daily operational BTSS core services including the management of outsourced services. + Build and maintain a robust control environment across all areas of responsibility. + Ensure and maintain good relationship and cooperation with peers, other local or regional units, top management, vendors, and partners. + Actively participate in BTSS regional meetings, calls and other applicable BTSS products activities. + Participate in monthly staff meetings on business updates, project, issues. + Meeting regularly with stakeholders, presenting projects, performance, metrics, cost saving initiatives and understanding requirements and expectations. + Direct participation and/or coordination of the most important and complex projects of the department. + Hold regular meetings with suppliers, reviewing the SLA, metrics, costs, and improvements. + Seeking for best practices within regional/global teams and sharing it with the local team + Escalation of issues as appropriate. + Act as BAO (Business Activity Owner) for in country suppliers. Customer Relationship Management: + Support monthly meetings with Primary Stakeholder(s) and/or Operations Head to discuss performance monitoring and Metrics, Third Party Performance, Projects, Innovation, Business Saves, Risks and Issues, Stakeholder and Users feedback, alignment of business requirements, controls, incidents and financials. Risk and Control + Ensure controls are identified, in place and performed properly. + Regular attestations as required. + MCA tests or monitoring, compilation, and submission. Includes retest for failed tests, Annual Risk Review. + BTSS reviews and reports as required by Risk and Control. + Support Internal Audit and Regulatory requirements. **Qualifications:** + English/Spanish proficiency + Customer oriented, ability maintain good relationships with all internal client base. + 2-5 years relevant experience. + Demonstrated problem-solving and decision-making skills. + Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements. + Proficient in Microsoft Office. + Self-motivated and detail oriented, + Proven organization and time management skills. + Consistently demonstrates clear and concise written and verbal communication skills. **Education:** + Bachelor’s degree/University degree or equivalent experience preferred. ------------------------------------------------------ **Job Family Group:** Operations - Core ------------------------------------------------------ **Job Family:** Operations Support ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ 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. Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** . View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) . View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) . View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf) Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.