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Global Hospitality Services (GHS) is a key component of Citi's broader Colleague and Client Services (CCS) division. CCS delivers a broad array of core products across all regions, alongside a significant number of services tailored to local situations, supporting all Citi's business lines. As part of its comprehensive offerings, CCS provides a wide range of support services to the firm, including Global Hospitality Services (GHS), Global Event Marketing, Alumni Network, and Center for Culture. GHS strategic coverage includes Executive and Colleague Dining, Conferencing, Reception, Fitness Centers & Wellness programs, Wealth Hubs, Vending/Pantry and operational support to senior global management.
The scope and scale of operations in Singapore has broadened substantially in recent years due to organic growth and complexity has been further increased by the recent integration of various portfolios within the country and its cluster.
The role will require a high degree of flexibility due to its dynamic nature. It may incur travel across the region and possibly further, for the purpose of implementing service and process change initiatives this may be required on a short notice basis.
The role requires an experienced, clear thinking, innovative and self-motivated organized individual, who can deliver cost effective and high-quality solutions with accountability in a very demanding and constantly changing environment. The ability to multitask and support remote teams and or functions is crucial to the role’s success.
Job Overview
The Vice President, Operations Manager – Singapore, Global Hospitality Services is a senior-level professional with full leadership responsibilities for leading and managing the Global Hospitality Services (GHS) operations across Citi's Singapore portfolio.
Job Purpose
To provide operational and strategic support to ensure efficient operations of Global Hospitality Services (GHS) across Singapore ensuring service excellence, operational governance and alignment with Citi’s global standards. Supporting Regional Head through a variety of tasks including vendor management, people management, Subject Matter Expert for the regional team, uplifting operations standards and alignment, stakeholder relations, governance and compliance, and project management etc.
Responsible presenting GHS product knowledge to leverage best support from suppliers and Citi representatives. Familiar with a variety of the field's concepts, practices and procedures. Ability to communicate effectively to ensure all duties are completed accurately and delivered in high quality and in a timely manner. Rely on experience and judgment to plan and accomplish goals and a wide degree of creativity and latitude is expected.
Act as the primary liaison between Singapore GHS operations, Asia leadership and local Senior Stakeholders to deliver a best-in-class colleague and client experience.
Key Responsibilities
Manage operations excellence and vendor management in diverse culture in India, e.g. BAU, performance, issue management, corporate social responsibilities etc.
Stakeholder relations
People management
Regional subject matter expert to uplift operations standards and alignment
Project management, sustainability initiatives, CoB etc.
Drive continuous service improvement, operational compliance & global service standards for GHS products
Accountable and manage operational budgets, & other financial/contractual vendor agreements and identify efficiency opportunities where applicable
Statistical reporting including data management, governance controls and metrics reporting ensuring integrity of systems and managing any subsequent administration and minimizing risk
Manage reporting/analysis of the regional restricted commodity to ensure consistent governance controls is in place with no deviations to policy and to mitigate risk
Co-ordinate all Compliance guidelines to implement changes as and when needed
Handle sensitive information in a confidential manner, an NDA will be required
Manages & monitors vendor’s performance against vendor service evaluation system (KPIs)
In partnership with the vendor & RES develops plan for ongoing Foodservice area evaluation; maintenance & replacement of Foodservice facilities & equipment including priorities, budgets & timelines
Knowledge/Experience:
Operations and management experience in related or similar areas (i.e. executive and food & beverage services)
Experience in third party vendor management is ideal, but are not a pre-requisite
Experience of client liaison or relationship management or teamwork
Fundamental understanding of controls and associate processes
Experience managing multi-site, multi-service operations in a corporate environment
Skills: (technical skills)
Essential
Excellent interpersonal skills, confidence and judgement
Flexible and responsive manner and ability to prioritize
Structured and organized approach
Strong leadership and influencing skills
Desirable
Qualifications:
University degree graduate with hospitality or related major.
Minimum 10 years of related working experience, demonstrating strong operational expertise and relevant skills.
While a higher education background is generally expected, exceptional candidates with extensive practical experience and demonstrated operational proficiency will also be considered.
Additional vocational qualifications, Diplomas or industry equivalent or awards are welcomed, but not a pre-requisite.
Proficient in MS Office.
Competencies
Resilience, adaptability and the ability to remain focused in a highly demanding and fast-moving environment
Ability to analyze complex, ill-defined problems and to escalate the issues to the managers
Ability to achieve results through good time management and teamwork
Comfortable operating in ambiguous and complex circumstances
Attention to detail and problem-solving skills
Strong organizational and planning skills
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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