Job Summary

The Cash & Trade Production Support role is an intermediate role with our Application Processing Solutions (APS) business.  APS delivers essential services to a government client, focused on managing receivables and critical documents.

In this B11-level position, you will ensure a seamless support for our technical systems and operational equipment. Your responsibilities will include:

• Team Collaboration: Effectively collaborating and operating amongst a team of up to 10 employees dedicated to technical and operational automation equipment system support.
• Project Implementation: Facilitating the operational implementation of new technology and system projects.
• Technical Operations: Managing file transmissions and addressing failures and maintenance for robots and processing equipment.
• Issue Resolution: Collaborating with technology partners to resolve system issues efficiently.  Also addressing internal hardware and software roadblocks.

Due to the 24/7 nature of our global operations, this role requires availability to work weekends, holidays, and provide additional support hours as demand dictates.

Furthermore, successful completion of a government-required background check is mandatory.

The successful candidate is expected to consistently demonstrate and excel in all of Citi’s Leadership Standards.

Responsibilities

Operational Management

• Oversee daily operations for multiple teams and several unit leads.
• Meet performance and quality expectations.
• Ensure aiding in budget management
• Resolve complex and highly variable issues with significant departmental impact, both from a systemic and process level.
• Ensure essential procedures are followed and contribute to defining workflow standards.
• Contribute to the objectives of the entire APS function.

Risk, Compliance, and Supervision

• Appropriately assess risk in business decisions, safeguarding Citigroup, its clients, and assets.
• Drive compliance with applicable laws, rules, and regulations.
• Adhere to Policy and apply sound ethical judgment.
• Escalate, manage, and report control issues with transparency and urgency.
• Ensure effectiveness of all assigned job expectations
• Ensure proper risk self-assessment items are identified and discussed with management and risk.

Leadership

• Adhere to Citi’s leadership principles

• Provide support and guidance to both production support peers and operational partners
• Ensure a strong understanding of role, responsibility and performance expectations.
• Act proactively, with accountability, and take ownership.
• Provide support, training, and coaching to new production support analysts

Program & Project Management

• Partner with group manager, business requestors, and cross-functional teams to execute plans to drive business results, ensuring controls and compliance.
• Understanding of project implementation flow.
• Ability to manage self to drive execution and delivery against program objectives, including client SLA and client perceptible error resolution.
• Identify program requirements, activities, and support implementation of projects as assigned, working with appropriate cross-functional teams to execute.
• Support technology-based projects, assisting with planning, requirements, procedure creation, training, and implementation.

Process Improvement & Strategic Thinking

• Ability to think strategically, continuously looking for opportunities and efficiencies to meet evolving business needs.
• Influence team members regarding efficiency and feasibility; recommend improvements to program design or production alternatives for more efficient use of marketing dollars.
• Provide thought and direction to functional groups.
• Ability to strategize and analyze the impact of a change to the operation from a people, process, compliance, and client impact.
• Identify and manage risk, minimizing outcomes and escalating where appropriate.
• Ability to create, develop, and implement process improvement strategies.

Collaboration & Stakeholder Management

• Collaborate with stakeholders and cross-functional teams (internal and external partners/vendors) to launch campaigns and projects with high quality, within regulatory guidelines, and achieving desired results.
• Work with Product partners on process changes impacting staffing and/or overall expense.
• Ability to speak with and collaborate with cross-functional units within the bank, including senior officials and decision makers.

Production Support & Technical Operations (Public Sector Lockbox Specific)

• Represent Public Sector Lockbox in day-to-day management of Production Support issues, initiatives, and implementations for operations units in Newark, DE, Irving, TX, and Buffalo, NY.
• Effectively manage the production workflow for all operational processes, providing technical, application, or hardware support.
• Understand workflow and applications processes such as file management, transmission, mainframe process knowledge, file/report release, validation, audit tracking, reporting, escalation with support teams, root cause analysis of  system issues, etc)Federal Reserve Bank).
• Support end-of-day extract and transmissions for Public Sector Agency clients, including mainframe process knowledge, file/report release, validation, audit tracking, and reporting.
• Document technical, application, and hardware processes/procedures and train operation teams and new members.
• Support hardware and software vendors day-to-day relationship, ensuring operational deadlines/requirements are met and analyzing reported issues/trends.
• Support technical defects and issues as first and second-level support, determining when to report to Technology and Vendor support, and managing from report to resolution.
• Serve as a first-level escalation or manage issues as necessary, potentially requiring off-shift coverage.
• Regularly review reported defects and issues with Technology partners and manage through to resolution.
• Responsible for updating and reporting to the Management team regarding status, aging, and management of issues.

Qualifications

• Education: Bachelor's degree or equivalent work experience.
• Schedule: Friday - Monday 5:00am-3:30pm
• Experience:
  • 3+ years experience in Production Support, Application Support, Business Analysis, or Project/program Management (preferred).
  • Proven experience in creating and implementing processes that result in improved business performance.
• Technical Knowledge:
  • Knowledge of APS or lockbox operation is required.
  • Support operational hardware vendor support and performance.
  • Understanding of core operation and technical principles.
  • Intermediate to advanced knowledge of MS products (Excel, Word, PowerPoint, possibly Access) for status and incident reports.
• Skills:
  • Effective verbal and written communication and strong analytical skills.
  • Resolution-oriented approach required.
  • Strong leader, self driven, and results-oriented.
  • Strong documentation skills (technical documents, reports, meeting minutes, notes).
  • Ability to communicate technical specs and solutions to a non-technical audience.
  • Excellent interpersonal, analytical, and problem-solving skills.
  • Six Sigma/Lean oriented with root cause and mitigation analysis skills with a sense of urgency through to resolution (preferred)
• Availability: As a non-exempt associate, primary coverage within base schedule.  There will be occasions where associate will need to work adjusted schedule or ad hoc coverage as business requires. 
• Citizenship:  Must be a US citizen or US legal resident

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Job Family Group:

Operations - Transaction Services

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Job Family:

Cash Management

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Time Type:

Full time

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Primary Location:

Newark Delaware United States

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Primary Location Full Time Salary Range:

$61,870.00 - $86,330.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Sep 04, 2026

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.