Citi Ops Sup Supervisor in Costa Rica

  • Primary Location: Costa Rica

  • Education: Bachelor's Degree

  • Job Function: Operations - Core

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18011404


Ops Sup Supervisor

Job Purpose:

The Team Lead role is a key in the function of every process within ESC Invoicing

Needs to make sure payments are done on time, distribution of the daily work to the invoice processors, ensuring SLA compliance and accuracy, ensure the correct usage of the CEMP for all invoices and transactions.

The person in this role is responsible for keeping metrics and statistics and coordinates the whole sub-team assigned, identify opportunity and improvement areas and support the management team to improve employee satisfaction.

The team lead has a supervisory role in the operation, being responsible for the processes assigned and the performance of the team members.

Key Responsibilities:

  • To review and process Invoices and apply the Citi Expense Management Policy (CEMP).

  • Must ensure all invoice processed are completed within Service Level Agreement (SLA) standard and Accuracy agreements to maintain customer satisfaction.

  • Ensure the quality of the processing of the invoices with the error log tracking and by conducting improvement meetings and taking actions to prevent recurrence. Must ensure an effective MCA.

  • Communicate with employees in the countries in scope, to verify and obtain missing invoice and/or expense report information.

  • Communicate with local Business Units in the countries in scope, to maintain a good flow of any new or improved process.

  • Assist the manager with any daily task as assigned.

  • Escalation and Incident resolutions

  • Support the ESC Invoicing team members as Subject Matter Expert (SME).

  • Act as Subject Matter Expert (SME) when assigned by Product Support Leader and attend/lead/deliver training sessions as required.

  • Actively participate in Special projects to ensure success.

  • Provide Implementation support for new processes or countries (such as testing and processing)

  • Keep metrics in a daily basis, such as the daily activities coordination and the monthly graphs to show trends.

  • Analysis of the metrics, including productivity, and preparation for possible future impact.

  • To conduct Improvement meetings, one on ones and performance review sessions with all team members

  • Ensure all administrative tasks for the team members assigned are completed on a timely manner according to Citi’s guidelines.



  • High school diploma (or equivalent)

  • Some college preferred

  • Two years of accounts payable experience, preferably in a data entry environment.

  • Able to speak, read and write Spanish and English

  • Must also be proficient with Microsoft Word, Excel, Access and Powerpoint.

  • Must be proficient with Procure to Pay processes

  • Must have the knowledge to identify the root cause of the error, UAT tests and graph analysis.


  • Must be very organized.

  • Analytical, flexible, team-oriented.

  • Must be able to pay close attention to detail.

  • Proof reading documents required.

  • Must be able to communicate effectively with all levels of management and staff internal and external in English, Spanish and/or Portuguese.

  • Excellent Verbal and Written communication skills are essential.

  • Must be able to work with minimal supervision.

  • Must be a team player and have the ability to assist others without direction.

  • Must be self-motivated and be able to motivate others.

  • Tools: MS Office (Outlook, Word, Excel, PowerPoint, and Access).


  • Team Worker and Individual Contributor

  • Strong problem solving ability

  • Solution oriented

  • Sense of Urgency

  • Analysis of metrics

  • Adaptability/Flexibility

  • Attention to Details

  • Verbal/ Written Communication

  • Goal Orientation

  • Customer Orientation

  • Interpersonal Relationship

  • Problem Solving

  • Teamwork

  • Work under pressure

  • Fast Learner