The Ops Sup Lead Analyst is a senior level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Sup Lead Analyst serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

Responsibilities:

Monitor day-to-day Travel Management Company (TMC) operations for JANA and S Asia Cluster with both Multi-Service Centre (MSC) and ‘in country’ service operations, with regard to, productivity, accuracy, customer service issues, problem solving, and related areas

Support Travel Policy recommendations and operational impact JANA and S Asia Cluster for cluster with coordination and support from the other Travel Manager, including draft or review of operational guidance on Citi Operational Expense Governance Policy (OEGP) adjustments to Travel Management Companies (TMC). Continuous review of the travel services program, particularly from an operational perspective, to ensure it evolves and develops to meet changes in Citi requirements

Strong focus on operational efficiency management and operational cost savings to contribute to overall program cost savings, while performing the role of a subject-matter-expert (SME) for JANA and S Asia Cluster travel program operations and specified projects or initiatives

Responsible for proactively building strong relationships with key internal clients, contributing to, and executing cluster/local business plans, ensuring successful delivery and actively networking within the businesses to identify opportunities for Global Travel (GT) to deliver additional value

Participate in development of global/cluster Global Travel (GT) objectives and strategic plan(s). Drive delivery to these targets within JANA and S Asia Cluster working closely with Country Managers (CCO), Global Corporate Services and Operations heads and key GT users

Strong collaboration with the Travel Management Company (TMC) cluster key account management on operations and to successfully implement new processes to enhance productivity and service quality as applicable and work closely with the Cluster Travel Managers to collaborate on global initiatives and to share best practices

Work closely with commodity leads for Airline, Hotel, Corporate Card, Travel Policy, Car, and Ground Transportation and provide local expertise for successful execution of initiatives in the JANA and S Asia Cluster within these areas

Participate in meetings with suppliers identified by commodity leads and partner with Citi Sourcing for Legal review of contracts and agreements related to RFPs and contract execution. Facilitate, when applicable, local or cluster reviews and approvals

Qualifications:

Equivalent experience with 5 years of travel management experience, working on both the travel agency side, and on the corporate travel manager side

Experience in corporate travel management with specific in-depth experience in JANA and S Asia Cluster and other travel program operations preferable

Strong command of English, both spoken and written and a strong understanding and application of travel MIS information and reporting

Proficient technical skills covering all Microsoft Office products (Outlook, Word, Excel, PowerPoint) and excellent presentation and communication skills

Bachelor's degree

Strong client service and relationship management focus and an ability to build relationships with internal department users and external suppliers

Operational problem solving and decision-making capabilities and an in-depth knowledge of all aspects of travel related activity including airlines, hotels, corporate card and travel agency processes and procedures

Experience in developing and implementing travel policies, operational procedures, and Service Level Agreements

Excellent time management skills

Education:

Bachelor’s degree/University degree or equivalent experience

Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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