Payment Investigations Manager

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Job Overview

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.

Responsibilities:

• 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.

Qualifications:

• 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.

Key Responsibilities

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.
• Service Level Agreements (SLAs): Establish, monitor, and exceed industry-leading SLAs and client satisfaction metrics (e.g., Turnaround Time, First Contact Resolution, and Client Effort Score).
•  Escalation Management: Act as a senior escalation point and trusted advisor for high-value corporate and government clients, negotiating complex solutions and building long-term operational partnerships.

3. Pristine Risk, Control & Compliance

• Control Environment: Establish and maintain a pristine, audit-ready risk and control framework across all managed investigation workflows.
• Risk Assessment & MCA: Proactively identify operational, financial, and reputational risks. Lead the design and execution of robust Manager’s Control Assessments (MCA) and Key Risk Indicators (KRIs).
• Issue Remediation: Drive the self-identification of control gaps. Own the end-to-end lifecycle of Corrective Action Plans (CAPs), ensuring sustainable, timely, and thorough remediation of issues.
• Regulatory & Policy Compliance: Ensure absolute adherence to Citi’s internal policies, local and global regulatory requirements, Sanctions/OFAC screening, Anti-Money Laundering (AML) regulations, and data privacy standards.
• Escalation Culture: Foster a transparent "speak-up" culture where team members are empowered to escalate control issues and operational near-misses immediately without hesitation.

4. Technology, Innovation & Strategy

• Digital Transformation: Monitor, research, and evaluate emerging technological advances (e.g., AI, machine learning, API integrations, and ISO 20022 standards) to modernize payment investigation workflows.
• Process Optimization: Lead the implementation of automation and self-service capabilities to reduce manual touchpoints, lower operational costs, and accelerate client resolution times.

Qualifications & Competencies

Experience & Education

• Experience: 7+ years of experience in financial services operations, with at least 5 years in a direct people-management role within Payment Operations, Cash Management, or Treasury Investigations.
• Client-Facing Experience: Proven track record of successfully managing relationships and escalations with large corporate, institutional, and government clients.
• Risk & Control Expertise: Deep understanding of operational risk frameworks, MCA processes, and regulatory compliance (AML, OFAC, Sanctions) within a global banking environment.
• Education:
  • Bachelor’s degree/University degree or equivalent experience required.
  • Master’s Degree or relevant Professional certifications (e.g., CAMS, PMP, Lean Six Sigma) or equivalent experience preferred.

Core Competencies

• Communication: Exceptional written and verbal communication skills, with the ability to synthesize complex operational issues into clear, concise updates for senior executives and clients.
• Analytical & Investigative Skills: Strong analytical, problem-solving, and evaluative judgment capabilities to resolve highly complex, non-standard payment anomalies.
• Influence & Collaboration: Ability to influence cross-functional partners (Technology, Product, Compliance, Sales) to drive systemic improvements and achieve shared goals.
• Resilience & Adaptability: Ability to lead teams effectively through organizational change, technological migrations, and high-pressure operational events.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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