Operations Manager - Global Hospitality Services - Vice President

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Job Overview

The Operations Manager – India, Global Hospitality Services (Vice President) is a senior-level professional responsible for leading operations and managing Citi’s general operations teams, in coordination with the Corporate Services function. The overall objective is to utilize detailed knowledge to define and implement systems that are aligned with business strategy and goals, to enhance productivity, and to ensure quality and efficiencies. This role has full leadership responsibilities, specifically providing operational and strategic support to ensure efficient operations of Global Hospitality Services (GHS) across India, ensuring service excellence, operational governance and alignment with Citi's global standards.

Job Purpose:

To provide operational and strategic support to ensure efficient operations of Global Hospitality Services (GHS) across India ensuring service excellence, operational governance and alignment with Citi’s global standards. Supporting Regional Head through a variety of tasks including vendor management, people management, Subject Matter Expert for the regional team, uplifting operations standards and alignment, stakeholder relations, governance and compliance, and project management etc.

Responsible presenting GHS product knowledge to leverage best support from suppliers and Citi representatives. Familiar with a variety of the field's concepts, practices and procedures. Ability to communicate effectively to ensure all duties are completed accurately and delivered in high quality and in a timely manner. Rely on experience and judgment to plan and accomplish goals and a wide degree of creativity and latitude is expected.

Act as the primary liaison between India GHS operations, Asia leadership and local Senior Stakeholders to deliver a best-in-class colleague and client experience.

Key Responsibilities:

• Manage operations excellence and vendor management in diverse culture in India, e.g. BAU, performance, issue management, corporate social responsibilities etc.

• Stakeholder relations

• People management

• Regional subject matter expert to uplift operations standards and alignment

• Project management, sustainability initiatives, CoB etc.

• Drive continuous service improvement, operational compliance & global service standards for India GHS products

• Accountable and manage operational budgets, & other financial/contractual vendor agreements and identify efficiency opportunities where applicable

• Statistical reporting including data management, governance controls and metrics reporting ensuring integrity of systems and managing any subsequent administration and minimizing risk

• Manage reporting/analysis of the regional restricted commodity to ensure consistent governance controls is in place with no deviations to policy and to mitigate risk

• Co-ordinate all Compliance guidelines to implement changes as and when needed

• Handle sensitive information in a confidential manner, an NDA will be required

• Manages & monitors vendor’s performance against vendor service evaluation system (KPIs)

• In partnership with the vendor & RES develops plan for ongoing Foodservice area evaluation; maintenance & replacement of Foodservice facilities & equipment including priorities, budgets & timelines

Knowledge/Experience:

• Operations and management experience in related or similar areas (i.e. executive and food & beverage services)

• Experience in third party vendor management is ideal, but are not a pre-requisite

• Experience of client liaison or relationship management or teamwork

• Fundamental understanding of controls and associate processes

• Experience managing multi-site, multi-service operations in a corporate environment

Skills: (technical skills)

Essential

• Excellent interpersonal skills, confidence and judgement

• Excellent verbal and written communication abilities

• Flexible and responsive manner and ability to prioritize

• Structured and organized approach

• Strong leadership and influencing skills

Desirable

• Administrative literacy

• Project literacy

• Project management and change implementation expertise

Qualifications:

• University degree graduate with hospitality or related major

• 10 years of related working experience

• On the job knowledge is more important than qualifications.

• Candidates would require having a higher education background; however exceptional candidates who do not meet the educational criteria may be considered provided they have the necessary skills and operational experience

• Additional vocational qualifications, Diplomas or industry equivalent or awards are welcomed, but are not a pre-requisite

• Proficient in MS Office

Competencies

• Resilience, adaptability and the ability to remain focused in a highly demanding and fast-moving environment

• Ability to analyze complex, ill-defined problems and to escalate the issues to the managers

• Ability to achieve results through good time management and teamwork

• Comfortable operating in ambiguous and complex circumstances

• Good written and verbal communication skills

• Attention to detail and problem-solving skills

• Strong organizational and planning skills