Operations Support Specialist - EMEA - Hospitality/Conferencing-

Job Description
Brief Description of the Organization
 Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, and wealth management. Additional information may be found at www.citigroup.com or www.citi.com. 
Operations Support Specialist - EMEA - Hospitality/Conferencing-13068171
Description


Premier Responsibilities:

    Accountable to the Manager of EMEA DCF in the formulation of strategy and global co-ordination to ensure delivery of an exceptional level of service throughout the UK and Dublin with support in EMEA Working with Citi
    Approved Vendors to ensure continuous improvement in the delivery of exceptional service in the most cost effective manner.
    Ensuring Best / Industry Leading Practice.
    Financial & operational performance management including the setting of annual budgets and invoice authorization
    Establishment and measurement of service levels & KPIs in line with leading best practice.
    Co-ordination of internal client user groups to obtain direct feedback on services and the implementation of suggested action points as appropriate.
    Ensuring legislative compliance of all supplier contracts under direct control and that suppliers comply with Citi’s Health & Safety and Environmental policies and guidelines at all times.
    Benchmarking service levels within market sector to ensure value for money and that the Citi brand is fully supported at all times.
    Developing strong working relationships with other key functions, i.e. Finance, Citi Procurement Services, Security, and Corporate Realty Services.
    Dining Applications Management:
        Event Management System (EMS) – EMEA Administrator. First level support for all UK locations includes training, configurations, editing and reporting.
        Virtual Event Management System (VEMS). First level support, guidance and training for EMEA and APAC where necessary.
        Visitor Management System (VMS)

Development Value:

    The candidate will develop a broad understanding of Citi’s business operations and organisation with an in-depth knowledge of a diverse range of services.
    Possible development into a position with a wider product base within EMEA DCF.
    Possible development outside of EMEA DCF within Operations and Technology and other divisions in Citi.

Qualifications


Skills:

    Strong organisational skills.
    Excellent analytical and problem solving skills.
    Have good judgement and decision making skills.
    Excellent customer services skills.
    Be able to multitask.
    Be able to use computer applications effectively.
    Have prior experience in operational management.
    Efficiently communicate both verbally and in written form.
    Have comprehensive knowledge of quality assurance principles, methods, design, testing and implementation.
    Have leadership and supervisory skills.
    Have interpersonal skills.
    Be able to work with teams.
    Be able to coordinate with other departments.
    Strong planning, change and time management capabilities.
    Be cordial and professional.
    Be innovative.

Knowledge/Experience:

    Previous involvement in the process of contracting and managing external soft service suppliers.
    Experience of working within a demanding fast-paced environment to very high standards.
    Experience of working with all levels of management within a large blue chip organisation.
    An understanding of the commercial aspects of service provision.
    A full understanding of outsourcing services.
    Experience of setting budgets and monitoring financial performance of commercial contracts.
    Experience of setting, managing and monitoring Service levels and KPI’s in a soft services environment.
    Capable of dealing at all levels within the organisation.
    Demonstrable, successful project management experience.
    Experience of working with reservation systems or similar systems and applications.

Qualifications:

    On the job knowledge is more important than qualifications.
    Candidates would ideally have 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.

    Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.

Competencies:

    Genuinely passionate about delivering excellent services and standards.
    A positive attitude towards developing the role, accepting responsibility and acting with initiative and integrity.
    A strong team player with the ability to multi-task and prioritise work commitments.
    Flexible approach to departmental requirements.
    Desire and drive for continuous improvement & adaptable to change.
    Proven experience of building working relationships and liaising at senior level within a professional organisation.
    The ability to remain calm under pressure.
    Good sense of humour and an approachable personality.

    Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organizational success.

 Primary Location: EMEA-GBR-ENG-London
Schedule: Full-time
Education Level: Technical Diploma
Shift : Day Job
Employee Status: Regular
Travel: Yes, 10 % of the Time