WorldLink Network Operations Analyst

Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position, you see is right for you, we encourage you to apply! Our people make all the difference in our success. ------------------------------------------------------ Business Overview: WorldLink is Citi’s primary cross-currency payments capability, enabling clients to efficiently and seamlessly make payments from their primary functional currency account(s) to beneficiaries in over 135 currencies. WorldLink facilitates cross-border payments and is coupled with an embedded FX capability. Leveraging Citi’s in-country expertise, Worldlink Payment Services, helps the client to improve operational efficiency and offering a choice of payment methods, such as Funds Transfers, ACH, Cheques, Instant Payments, Wallets & Card payments. WorldLink addresses key client challenges and objectives including navigating local country regulations and payment requirements, efficiently managing beneficiaries, managing FX exposure, increasing efficiency, automated processes and achieving centralization and control.

Overview: The Network Operations team is responsible for the management of WorldLink’s global partners. Network Operations are key point of contact for Product, Service and Operations staff across the globe for questions related to the Cross Border Payments Solutions and our network. This successful candidate will be required to work independently, with internal teams and external partners across multiple cross functional families by driving results and process improvements/efficiencies, whilst having the ability to be completely adaptable to changing business requirements and deliverables is essential. What you’ll do: Leadership & People Management: Demonstrated experience in coaching, mentoring, and identifying skill gaps within a team Drive a high-performance culture through regular feedback, training, and manage career development plans Manage workload allocation, prioritization, and succession planning Query Management & Oversight: Exhibits strong knowledge and expertise in the products, payment offerings and capabilities Manage, review and respond to queries, timely escalation of key issues to the senior manager, manage client expectations by providing updates & timelines for resolution/completion Considered an SME across the Business with regards to Products supported - is considered the person who can answer most questions and will support teams to provide solutions to their problems Stakeholder Management: Develops strong relationships within management across the Business along with all stakeholders at Citi Responsible for escalation management including presenting cohesive client satisfaction updates to senior management Comfortable investigating root-cause of any issues, client dis-satisfaction etc and escalating to the senior management Engage proactively with internal stakeholders (e.g., product teams, technical support, sales) to address operational challenges and improve service delivery Support business initiatives including product/currency expansion; confirming capacity for new business and defining processing capabilities Risk & Control: Appropriately assess risk when decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets Driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency Continuously Identify process improvement opportunities and communicating to management for consideration What we’ll need from you: Experience in payments, FX or other related functions in the financial services industry Track record leading