Who are we?
Citi Technology Infrastructure (CTI) provides the products and services that enable Citi's workforce, along with the majority of the financial solutions that Citi's customers rely on.
We provide the critical technical foundation for Citi's operations through the infrastructure that runs business and general user computing services.
We do this by working as one-team to deliver high quality, reliable and modern infrastructure technologies at the right cost.
We drive to optimize the functionality and capability of the infrastructure technologies.
This position is an integral part of Customer Operations. Customer Operations is a global function within CTI; responsible for the provision of end user support to Citi’s workforce.
They are focused on creating outstanding Technology support experiences for Citi’s workforce; with each experience characterized by ease of interaction, speed of delivery and technical excellence.
The Customer Operations team take genuine ownership of the IT matter, and do their very best to ensure Citi’s workforce are able to be as productive as possible.
The Customer Operations team are responsible for supporting CTI end user services, and enabling the technology for Citi events, desktop upgrades and the end user hardware lifecycle (provision, support, upgrade, end of life).
In CTI we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.
As the Hong Kong Premium Support Lead you will be responsible for the overall performance of the local premium support team within Citi Technology Infrastructure.
You will be responsible for providing strategic leadership and guidance in providing technical support. You will develop and maintain strategic relationships with technology suppliers and the wider Citi technology team to accomplish the goals and objectives of the team;
including financials and internal customer (user) satisfaction. You are passionate about end user technologies, curious and collaborative and use will use your social skills to lead a diverse team to accomplish their goals.
You will possess strong problem diagnosis and problem solving skills and the ability to work effectively under pressure.
Develop strategies to improve processes and ensure that changes take into account the requirements of the customers or partners
Establish key enablers to success, define key performance indicators, and communicate progress against organizational goals through timely reporting
Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations
Develop plans to support changes to the Citi environment and to improve migration processes / increase automation
Identify system and technical constraints, potential technology risks, and document possible mitigation strategies for high complexity projects
Manage day-to-day operational events, providing business analysis and problem-solving recommendations based on knowledge of best practices and process implementation
Stakeholder Management and People Responsibilities
Drive initiatives and influence others through strong and comprehensive communication and act as a liaison between various CTI businesses to provide direction and support on CTI goals and key initiatives
Directly impact the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams by providing mentoring and training to junior members of the team
Actively contribute towards self-development by creating and following development plans based on discussions with management
Drive team effectiveness by periodically reviewing the operating model and structure in line with growth plans and business requirements and recommend changes
Core Role Competencies
Project Management : Experience leading projects or programs across multiple technical domains, business sectors and / or functions.
Lays out a thorough schedule, uses achievements to track and handle the progress, looks for obstacles and develops contingency plans.
Technical Knowledge : Has a recognizable area of technical competence. Familiar with appropriate standards. Applies subject domain knowledge to meet organizational need / guide actions.
Keeps up with current and possible future technological developments in the field.
Processes / Procedures : Considers the whole system - reviews the data (qualitative and quantitative information), and identifies activities, applies validated methodologies for business process improvement, and designs processes and procedures that allow leading from a distance.
Customer and Industry Knowledge : Constantly surveying what's around you - CTI, Citi, industry, customers and competitors.
Uses this knowledge to guide actions.
Commercial and Financial Acumen : Understands how CTI contributes to the wider Citi organization. Finds the balance between short-
term financial gains and strategic intent.
Risk Management : Leads work and information within a strategic framework. Aligns efforts considering individual, functional, CTI and Citi strategies.
Collaborates with partners and users to gain insights. Advises others on policy matters.
Team Leadership : Experienced in leading and putting together a diverse team to accomplish a difficult task and / or handle a high-
stakes business issue / s. Establishes organization support for team (positive relationships with leaders, sponsors and partners)
Strategic Orientation : Accurately anticipates future trends and implications. Sees the big picture, considers future scenarios.
Understands the goals, priorities, and strategies of the organization and how they relate to customers / stakeholders.
Managing Innovation : Identifies assumptions and sees alternative ways to view or define problems. Is not constrained by thoughts or approaches of others.
Views situations from multiple perspectives; brainstorms multiple approaches and solutions and can take a creative idea and put it into practice.
Stakeholder Management : Understands diverse partner needs and tailors team deliverables accordingly. Removes barriers, and focuses team efforts on delivering quality, enabling our customers.
Is a role model to others. Acts as a liaison between and across the partner network. Takes the initiative to share and influence partner expectations.
Effective Communication : Leads communications on major change / initiative. Evidence of careful planning of the strategic messages, writing of presentation / report, consideration of challenging messages that need to be conveyed, and execution of that plan to achieve desired outcome.
Keeps audience engaged and frames message in line with audience experience, background, and expectation.
Problem Solving and Decision Making : Actively seeks input from pertinent sources to make timely and well-informed decisions.
Makes high-quality decisions in spite of uncertainty or with incomplete information. Diagnoses complex problems, resolves non routine problems with large impact, working well in stressful situations.
Understands the bigger picture, and is able to balance speed and quality to make appropriate decisions allowing teams to move ahead.
You have several years of experience leading teams of technologists preferably in a comparable technology or financial institutions organization.
You have experience building strong, effective teams.
Helping others achieve their goals is important to you.
You have good communication skills with the ability to articulate clearly in high stress situations
You enjoy learning and love sharing your knowledge with others
You have a positive attitude with the drive to get the work done
You enjoy collaborating and working as part of a cross discipline team.
You’re continuously looking for ways to improve things.
You understand the importance of prioritization of your work.
You want to provide a great experience for your team and your internal customers.
You have a Bachelor’s degree or equivalent work experience
APAC-HKG-Hong Kong-Hong Kong
High School Diploma / GED
Yes, 10 % of the Time