Global Hospitality Services Operations Support - UK, Europe & MEA

re you looking for a career move that will put you at the heart of a global financial institution? Then bring your experience in hospitality and operational management to our Global Hospitality Services Team.

By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team/Role Overview

The Operations Support Specialist core function is to offer functional, administrative and operational support to the team who manage Citi’s Dining, Conferencing and Fitness Services in the UK, Europe & MEA Clusters. The role is dynamic and includes a wide scope of responsibilities; the successful candidate will be providing administrative support for the management team, assistance with their day-to-day tasks and supporting oversight of operations at the UK in Canary Wharf & Stirling Square.

GHS UK, Europe and MEA, deliver a broad array of core products as well as a significant number of services tailored to local business requirements. GHS products include Chauffeurs, Colleague & Client Dining, Conferencing, Fitness Centre, Reception and Vending Services. We are a dynamic and passionate team with a wide remit, we support the entire firm and engage at every level to bring 5-star service and experiences for our colleagues and clients that strengthen “brand GHS”

What you'll do

Accountable to the Head of GHS UK - Europe & MEA Clusters to ensure delivery of an exceptional level of service throughout the UK and Dublin with support in all clusters.

• Working onsite in Canary Wharf with Citi’s Approved Vendors ensuring they comply with Citi’s Health & Safety and Environmental policies and ensure continuous improvement in the delivery of exceptional service in the most cost-effective manner, supporting our vendor partners with Citi’s invoicing and billing processes.

• Developing strong working relationships with other key functions on whom we rely for support, i.e. Finance, Citi Global Sourcing (CGS), Business Office Shared Services (BOSS), Security, and Realty Estate Services (RES). Monitoring the progress of partner divisions in completing any agreed actions and keeping stakeholders apprised of developments that could impact progress.

• Presence within the operations in London to measure service levels & Key Performance Indicators (KPIs) in line with leading best practice. Optimization of operating practice, developing, and maintaining the department’s process flow library across our portfolio of services, cultivating best practice for operations sharing across UK, Europe & MEA clusters.

• Event Management Software (EMS) & Virtual Event Management Software (VEMS) - Development of system knowledge to support our local client floor reception team, who are the front-line troubleshooters for the platform. Acting as a support and conduit for the software team in NY and cluster contacts with time zone sensitive support queries.

• Partnering with the Global Events Marketing (GEM) team to deliver exceptional bespoke events in house.

• Monitoring our online presence as a division and coordinating any changes when required, support with managing content on GHS websites and social media tools.

• Ad Hoc project support, collating and analysing data, preparing presentations, and briefing documents.

• Foster an environment that engages innovation from our teams and outsourced service partners and continually promote Citi’s ethos of being the best for our clients.

Development Value

The candidate will develop a broad understanding of Citi’s business operations and organisation with an in-depth knowledge of a diverse range of services. Exposure across all levels of a leading global financial firm.  A positive attitude towards developing the role will bring sustainable growth, accepting responsibility, acting with initiative and integrity will help deliver a wider future remit within GHS or the wider Citi.

What we’ll need from you

• Have prior experience in operational management within a demanding fast-paced environment, across all levels of seniority, to very high standards.

• Previous involvement in the process of contracting and managing external soft service suppliers, understanding commercial aspects of service provision, monitoring services levels and KPI’s and interpreting financial metrics preferred.

• Demonstrable team player with planning, change and time management capabilities and project management experience.

• Capable of dealing as all levels within the organisation and influencing teams outside of one’s control with strong organisational, analytical and problem skills.

• Genuinely passionate about delivering excellent services and standards.

• Be innovative, cordial, professional, patient and mature with good judgement and decision-making skills.

• Candidates would ideally have a higher education background, however exceptional candidates who do not meet the educational criteria may be considered, provided they have the necessary skills and operational experience.

What we can offer you

We work hard to have a positive financial and social impact on the communities we serve. In turn, we put our employees first and provide the best-in-class benefits they need to be well, live well and save well.

By joining Citi London, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed), and enjoy a whole host of additional benefits such as: 

• Generous holiday allowance starting at 27 days plus bank holidays; increasing with tenure

• A discretional annual performance related bonus 

• Private medical insurance packages to suit your personal circumstances

• Employee Assistance Programme  

• Pension Plan 

• Paid Parental Leave 

• Special discounts for employees, family, and friends 

• Access to an array of learning and development resources 

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive. 

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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.

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