Payment Investigations Manager

The Cash & Trade Proc Lead Analyst (VP) is an intermediate level role responsible for ensuring transactions are processed accurately and on time in coordination with the Transaction Services team. The overall objective is to serve as a technical authority and advise on directional strategy of their team.

Provide in-depth and sophisticated analysis when defining problems and proposing solutions Serve as technical expert on special projects or assignments for the Cash and Trade Operations team Advise on resource management and allocation of work within the team/project Process complex cash management transactions and tasks with effectiveness, efficiency and according to business requirements Seek out and provide replies to requests for deliverables with internal and external clients and vendors Advise and/or coach new or junior level team members Maintain a comprehensive grasp of how business areas collaborate towards achieving business objectives Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

6-10 years of experience in cash and trade operations in a similar industry Effective verbal and written skills Effective communication and analytical skills Demonstrated subject matter expertise in one or more areas of Cash and Trade Operations Education: Bachelor's/University degree, 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. Citi Job Description: Payment Investigations Manager (VP) – North America (NAM) Role Overview The Payment Investigations Manager – Vice President (VP) is a senior leadership position within Citi’s North America Commercial Card Operations. This role is responsible for leading a high-performing team dedicated to resolving complex payment processing inquiries, investigations, rebates, and credit balance refunds for large corporate, financial institution, and government clients. The successful candidate will champion Citi’s Leadership Principles , driving a culture of ownership, collaboration, and excellence. The primary objective is to transition the department from a traditional reactive resolution function into a proactive, client-centric operations engine, while maintaining a pristine risk, control, and compliance environment .

1. Leadership & People Management Team Leadership: Direct and inspire one or more teams of operations professionals, fostering a diverse, inclusive, and high-engagement work environment. Talent Development: Actively coach, mentor, and develop team members, establishing clear career pathways, robust succession plans, and a continuous learning culture. Performance & Accountability: Manage team performance against rigorous key performance indicators (KPIs) and key quality indicators (KQIs). Drive accountability by aligning individual goals with Citi’s strategic objectives and leadership standards. Resource & Budget Management: Take full ownership of resource planning, capacity modelling, and budget management to optimize operational efficiency and meet business targets. 2. Client Experience & Operational Excellence Proactive Client Advocacy: Transform the payment investigations journey by championing a "client-first" mindset. Ensure the seamless, empathetic, and rapid resolution of complex payment inquiries. Root-Cause Analysis: Lead deep-dive reviews of recurring payment failures and investigation trends. Partner with Product, Technology, and Relationship Management teams to eliminate friction points and prevent future issues.