Apac Cti Hightouch Manager

The APAC CTI Hightouch Manager is a senior management-level position responsible for managing and guiding a team that ensures efficient and effective Citi delivery of end user support services to Citi’s front office businesses who have a need for close partnership and speedy resolution of any end user IT challenges. The overall objective of this role is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks in providing premium end user services to our core businesses. **Responsibilities**: - Take ownership of delivery of end user support services to Citi businesses with a need for a premium tier of support including Executives delivering desktop and Multimedia services for Asia Pacific - Engage closely with customer business groups to understand business priorities and to represent services. - Partner closely with regional and global tech teams to understand and influence product roadmaps. - Lead and motivate a distributed team, conducting managerial responsibilities such as performance evaluation and management, employee selection, compensation, budget management and resource planning - Develop strategies to meet business strategy goals and demonstrate in-depth understanding of how Technology Infrastructure integrates within the overall technology function to achieve objectives - Provide services by using insights from stakeholder/partner relationships, actively seeking information to understand issues, expectations and needs - Ensure essential procedures are followed and contributes to defining standards and recommend reengineering efforts for continuous improvement - Provide evaluative judgment based on analysis of information in complicated, unique and dynamic situations, drawing on diverse range of internal and external sources - Persuade and influence others through communication and diplomacy skills and negotiate with external parties as needed **Qualifications**: - 10+ years of experience in a technology infrastructure role with experience in people and project management and selected infrastructure technologies - Experience in financial services or large complex and/or global environment preferred - Consistently demonstrate clear and concise written and verbal communication with ability to communicate technical concepts to a non-technical audience - Proven ability to develop projects required for design of metrics, analytical tools, benchmarking activities and identification of best practices - Proven analytical, diagnostic and multitasking skills with focus on execution and attention to detail - Demonstrated ability to both work independently and partner with virtual teams in a high-pressure matrix environment - Demonstrated ability to take ownership of various parts of a project/initiative with tight deadlines or unexpected changes in expectation/ requirements - Pro-active mindset with ability to independently initiate and drive opportunities for service improvements. - Proven record of leading a diverse team and partnering closely with local and regional business partners. **Education**: - Bachelor's degree/University degree or equivalent experience - Master's degree preferred LI-Hybrid - **Job Family Group**: Technology - **Job Family**: Infrastructure - **Time Type**: Full time - Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting