Citi Vendor Support Analyst 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: 17030419


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 Delivery team supports all units within Cards & Consumer Lending to execute and deliver product maintenance activities, and marketing campaigns that occur as a result of ongoing/business-as-usual (BAU) activity.

“Product Operations” is a unit within Product Delivery where all campaign support, product maintenance activity, loyalty program management and stock & vendor-related change is centralised in one team. Product Operations also manage the integrity of the portfolio pricing and fee data, with a specific focus on managing portfolios of accounts to ensure correct application of interest rates and service fees.

The Vendor Support Analyst is responsible for the change management process between Citibank’s Cards & Consumer Lending businesses, and our operational vendors:

  • Card personalisation bureaus (ABNote, Placard, & Gemalto)

  • Mail houses (Salmat & Fuji Xerox) and

  • Payment schemes (VISA, MasterCard and Discover)

Key Accountabilities:

  • Documenting detailed instructions (vendor briefs) that capture business change requirements, and act as a basis for vendor’s to perform required development.

  • Overseeing the change management process between the CCL product teams, Vendor Services, and the Vendors themselves – maintaining the pipeline of work, prioritising work items appropriately, ensuring all work is completed to a high level of accuracy, and delivered to committed schedules and SLA’s.

  • Performing UAT testing of changes performed by the vendors as it relates to system letters, statements, card carriers (Financial Table), Key Fact Sheets, Job Packs and Welcome Packs, to ensure that the final product accurately reflects the changes that have been requested.

  • Day-to-day Management of the stock inventory of collateral (such as terms and conditions, notices) to ensure that adequate stock levels are maintained at vendor premises and that stock is always available.

  • Plastic Management & forecasting to ensure that adequate stock levels are maintained at vendor premises and that stock is always available.

  • Relationship Management/primary interface with the payment schemes (Visa, MasterCard and Discover) from an operational perspective - to ensure that Citi is compliant with all operational scheme mandates, and to communicate the roadmap of change to relevant stakeholders across the organisation.

  • Ensuring that all work preformed meets established Control, Compliance and Legal policies.

  • Ensuring all work preformed as part of the role is captured and approved in Policy & Procedure documentation - which have to be reviewed and verified on a quarterly basis.

Responsibilities by Function

Financial Management:

  • Ensure all work is properly quoted and that approved quotes are obtained prior to work commencing

  • Review quotes to ensure they are competitive

  • Reconciling monthly activity

Organizational Effectiveness:

  • Manage functions across a broad and complex organisation

  • Increase the effectiveness and efficiency of Product Operations through improvements to each function as well as coordination and communication between functions

  • Drive initiatives in the team (and cross-franchise) that contribute to long-term operational excellence

  • Providing consulting services on matters related to campaign execution, and product changes

Organizational Leadership:

  • Contribute to short and long-term organizational planning and strategy as a member of the Product Delivery and Control team

Operational Risk Management:

  • Primary responsibility to ensure that all cards and consumer marketing campaigns are executed flawlessly with the required stock on hand at vendors to support production volume

  • Prompt escalation and resolution of business issues, and to implement measures to avoid re-occurrence

  • Proactively initiating programs to assess and improve processes performed within the team

People Management:

  • Nil

Stakeholder Management:

  • To manage key stakeholder relationships across all parts of the bank to deliver product maintenance and campaign activities to a high level of quality

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

  • Scheduling and prioritisation of activities and tasks of stakeholders outside of direct management reporting lines

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

  • 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


  • 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

  • Demonstrated understanding of project management principles

  • Previous experience in a similar role (desired)

  • At least 3 years experience in Financial Services

  • Excellent communication skills both verbal and written

  • Excellent interpersonal skills and a collaborative management style

  • A demonstrated commitment to high professional ethical standards and a diverse workplace

  • Persuasive with details and facts

  • High comfort level working in a fast paced environment

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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