• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 19 Sep 17

GCG - Branch Operations and Service Manager

GCG - Branch Operations and Service Manager

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Sales
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17057722


The Branch Operations and Service Manager (BOSM) is the control keeper of the branch, ensuring compliance with all processes and procedures. The incumbent will ensure excellent customer service is delivered and to assist the Branch Manager with day-to-day operations within the branch.
Key Responsibilities
Compliance & Controls:
  • Ensure branch fully complies with applicable legislation related to business operations (e.g. operating standards, regulations, institutional policies & procedures and local regulations) and to utilize audit/control process to keep fraud/operating losses at a minimum without affecting sales process.
Process Management:
  • Ensure branch operational processes are properly understood with appropriate controls in place at all times and all daily process control checklists are properly maintained and any issues escalated in a timely manner
Customer Service:
  • Resolve customer complaints and issues efficiently to minimize business and franchise impact, escalating to the Branch Manager when appropriate and to develop and execute the branch service plan to maintain high service standards
People Management:
  • Provide training and coaching to the frontline staff on the compliance and operation related areas to ensure they work in accordance with the established procedures & policies
  • Perform all required "checker" functions and "day 2" checks and to approve customer applications or deals via paper or systems
Knowledge Management:
  • Keep product, banking operations and legal compliance knowledge up to date as well as the bank system and technology


The ideal candidate should fulfill the following requirement:
  • At least 8 - 10 years experience in the Retail Banking environment leading and supervising a team
  • Advanced knowledge of local banking regulations
  • In-depth knowledge of company policies & systems
  • Excellent knowledge of Banking and Investment Products
  • Excellent presentation and communication skills
  • Analytical, strong appreciation of processes, and detail oriented
  • Strong leadership ability to lead all functions to deliver a common objective
  • Thrive in a fast-paced environment
  • At Citi, we groom the leaders of today and tomorrow. Take the opportunity to embark on a challenging, fulfilling and rewarding career with one of the world's most respected financial institutions now.
Education Level: Bachelor's Degree
Primary Location: APAC-Singapore
Schedule: Full-time
Shift: Day Job
Employee Status: Regular
Travel: No