Citi Manager, Product Support in Sydney, Australia

  • Primary Location: Australia,New South Wales,Sydney

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17029970


As part of one of the world's largest financial services companies with a presence in more than 100 countries, Citi Australia has provided financial services to Australian consumers, corporates, institutions and governments for more than 30 years. Recognised for its innovative range of global products and services, Citi today counts more than one million Australians and one thousand local corporate and institutional clients as valued customers.

The Product Operations Team works with all Cards and Loans product and marketing areas to execute and deliver product maintenance activities that occur as a result of regular/business-as-usual (BAU) activity.

The Business Support Manager’s responsibly is to support the Cards and Loans product and marketing teams in delivering business solutions, product maintenance, resolving problems, and identifying opportunities for process improvement.


  • To support product and marketing teams in identifying solutions to support product changes and campaigns that require product maintenance

  • To identify root causes, build business plans and implement changes with a project management methodology

  • To prioritise, execute and deliver product maintenance and change activities

  • To research, develop, promote and implement effective and efficient business solutions to ensure best practice

  • To develop and implement marketing campaigns to drive business growth and meet business targets

  • To ensure that appropriate actions are taken to resolve all business issues (customer, process, and financial) , and to implement measures to avoid re-occurrence

  • People management, including the scheduling and prioritisation of activities and tasks

  • To manage key stakeholder relationships with all parts of the bank to deliver product maintenance activities

  • To manage telesales campaign setup end to end process and make sure the functionality works as expected

  • To support Vendor management teams with test file creations for changes to credit card statements and card carriers

  • To manage business incident process for all of Cards and Loans. Ensure stakeholders are adequately informed for all critical incidents

  • To establish and maintain close relationships with key stakeholders within the company to ensure that existing and proposed business solutions are aligned with broader companywide strategies

  • To manage new system enhancements end to end from requirement gathering to implementing the changes. This includes UAT testing.

  • To manage monthly rainbow releases which includes assigning task to team members, providing regular updates to key stakeholders, ensure thorough testing is done before providing sign-off

  • To manage and maintain system parameters for all Cards and Loans products

  • To support and manage end to end marketing campaigns for special promotions such as Top of Wallet spend campaigns

  • Conducting post implementation reviews to evaluate performance, and to identify “lessons learned” and process improvements required

Key Competency Requirements:

  • Accountability and Execution – Consistently operating at a high standard of quality/accuracy and within required timeframes

  • Adapts to Change – Adapts to changing circumstances, accepts new ideas and change initiatives

  • Analysis and Decision Making - Identify and understand issues, problems and opportunities and develop appropriate solutions

  • Build Customer Relationships – Making customers and their needs a primary focus of ones actions

  • Builds Effective Working Relationships – Developing and using collaborative relationships to facilitate the accomplishment of business goals

  • Coaches and Develops Others – Facilitating improved performance by effectively assimilating new employees, and giving advice and guidance, planning development activities

  • Communicates Effectively – Communicating in a way that is clear, concise and easily understood with impact and credibility

  • Delegates Responsibility – Allocating decision-making authority and or task responsibilities to others to maximise individual effectiveness

  • Innovation – Generating new or innovative solutions to business issues

  • Leverages Diversity – Creating and maintaining an environment that enables everyone ti contribute to their full potential

  • Project management – Ability to manage projects end to end and provide frequent update to stakeholders on the progress

  • Manages own Performance – Taking responsibility for managing own performance by actively seeking development and feedback, and providing constructive feedback to others

  • Plans and Organises – Establishing courses of action for self and others

  • Professional Disposition – Demonstrating the behaviours conductive to a professional, financial services organisation, treating others with respect and valuing their contributions


  • Developed ability to reason conceptually and solve complex business problems through input of suitable business solutions

  • Demonstrated understanding of project management principles

  • Demonstrated experience as a project manager with capability to manage projects of varying duration and complexity

  • Demonstrated experience in management reporting

  • Leadership qualities that provide the ability to lead and motivate a team, define and communicate priorities and targets to ensure that work is completed in accordance with agreed performance standards and timeframes

  • Ability to meet the challenge of functioning in an organisation undergoing constant and rapid change

  • Ability to effectively multi task under pressure and in a high paced environment

  • Positive and results orientated attitude

  • Strong MS Word, Excel, PowerPoint, Project and Visio skills. MS Access desirable

  • Previous experience in a similar role

When you work at Citi, you’ll be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.

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