Citi Employee Life Cycle Operations Manager in Costa Rica

  • Primary Location: Costa Rica

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17054674


This position is to manage the CSC HR Shared Services Employee Life Cycle Team, leading a group of Specialists who interacts with Human Resource Audiences, Managers and Employees across the LATAM region; to address data inquiries/changes and transactional requests. In addition the incumbent must establishes Shared Services capabilities towards to enforcing data and content standards, ensuring consistency across all Employee Life Cycle activities, for internal and external clients, throughout the Latam region. This role will be responsible to drive the delivery of “in-scope transactional activities” across the Latam Regional ELC Operations team and work in partnership with the Latam HR Partners. The role will also have functional responsibility to the region of the Global Product Head of ELC for HRSS, under the service level agreements; according to the standard operating principles; and a client oriented protocol. The job functions include management of the daily work flow, including monitoring execution, timely and accurate processing; employee performance managementand career development; research and resolution process of significant complex business issues. The role is accountable to manage process improvement initiatives to ensure best operative performance to increase customer service, system enhancements, implementing efficiencies and all system application upgrades.


Key responsibilities:

·Manage the Operations Support Analysts team with overall accountability for all in-scope transactional ELC activities

·Manage the Operational Performance according to Service Level Agreements and initiate/manage continuous improvement efforts

·Collaborate with country CHROS and Service Delivery leads to constantly incorporate best practices into the ELC where possible

·Drive consistent usage of the relevant HR systems and monitor data quality in line with agreed service levels

·Track and report usage and other KPI measures

·Provide developmental feedback to staff members and take an active role in career management

·Provide regional perspective to Global HRSS Product Head to facilitate the regional execution of global strategies for the product actively participate representing the region needs on the Global ELC forums including the systems portfolio. Contribute to the strategic, multi-year direction for Employee Lifecycle , accountable for the flawless execution of the Mexico & Latam Employee Lifecycle projects and activities.

·Represent Mexico & Latam Employee Lifecycle on strategic, operational and tactical meetings providing feedback, answers and follow up ensuring that accurate and detailed information is available when required.

·Ensure all processes and procedures are documented using the required operations templates and standards, with required reviews by the Customer, Risk and Compliance.

·Lead the team in the development of effective change management and communication plans for all operational processes, to ensure consistency and standardization of messages and communication channels.

·Demonstrate good interpersonal skills by displaying an understanding of the needs and perspectives of others. Demonstrate a capacity to recognize value and respect differences across a diverse workforce.

·The ELC Manager will be responsible of managing the process regionally, regardless of the location, providing support for the other locations in the region.


·Undergraduate Degree in Business Administration, Management, Operations, Human resources or related area. MBA/Graduate degree preferred

·7+ years Operations experience in: Shared Services, Service Center Operations, Payroll Operations, or HR Technology, 3+ years managing staff

·Deep understanding of HR processes and Shared Services disciplines in large multinational financial/services institutions

·Ability to influence at senior levels and effect change in a large, diverse, multicultural organization, and proactively build relationships with key HR stakeholder

·Communicates consistently a forward-looking vision about how business will evolve.

·Strong operations background with proven track record of delivering against service standards (capacity planning, workforce planning, risk and financial management, operational metrics, quality management, etc.) Strong consulting skills and proven ability to work with senior stakeholders at a country, regional and global level

·Proven track record of process redesign, solution delivery, and continuous process improvement across a complex business environment.

·Fluent English language skills, both in written & verbal communication skills

·Strong interpersonal skills

·Able to handle high volume of work & adaptable to change

·Able to plan and manage own time and work with minimal supervision

·Able to rapidly learn technical and business techniques and knowledge

·Strong attention to detail

·Logical, analytical & rational

·Strong problem-solving skills

·Client-focused for exemplary customer service

·Strong team player, willing to learn and share experience with other team members

·Positive attitude

· Educated to diploma/degree level