GPD Customer Management Head

GPD Customer Management Head

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 16054601


  • This role will be responsible for managing the Customer Management within Global Product Development (GPD) Organization.
  • The Customer Management Head role is based in Singapore and supports the GPD organization in the APAC region and globally.
  • Customer Management applications are core to the Global Common Platform and Process Standardization initiative across the geographies in Global Consumer Bank. These applications deliver client servicing and sales functions to all front line functions, with 360 degree view of customer across Credit Cards, Banking, Loans and Wealth;  covering Branches, Call centers, Operations, Decision Management, S&D etc. and self-service  Smart banking and IVR platforms. The spectrum of capabilities includes Customer/Account acquisitions, transaction services, CRM, Real Time offers, events & alerts, straight through fulfillment etc.; getting delivered on an ecosystem of devices - desktop, tablet, kiosks and ATMs. Current foot print of deployment - AP, EMEA, LATAM and NA.
  • This position is reporting into the Global Product Development Head.
Objectives of the Role:
  • Define the strategy and drive execution for rapid Mobile Enablement, APIs, Digitization
  • Drive the technical roadmap towards Web Responsive, Cloud, APIs, Omni-channel and device agnostic enablement
  • Drive adoption of CI/CD
  • Focus for this role is product development, delivery of technology based business critical solutions, standardization of platforms and processes, managing large teams in diverse geographies, off shoring and outsourcing, vendor management
  • Continue our drive towards a product centric organization creating product model principles, drive process standardization with consistent measures across all teams.
  • Continue to leverage and ensure alignment with the Cross Product Architecture groups
  • To deliver our commitment to the Board relative to speed of implementation across the globe "Build globally -Deploy locally".
  • To improve our interaction model and provide greater clarity and accountability between build and deploy/run teams.
  • Improve timeliness in decision making across teams.
These changes align with the key strategic imperatives that we have previously discussed:
  • Drive disciplines in the area of Financials, SDLC, Billing and Program Management in order to have repeatable, high quality and on-time delivery.
  • Enable us to get to Common faster and continue our alignment to Gold Train and Blue Train activities
  • Ensure alignment and partnership to Regional Tech model
  • Support our Talent Rotation and Mobility strategy
  • This position will lead the Customer Management team on the Product Solutioning and Development of 20+ Assisted Channel applications for Sales, Acquisitions and Client Servicing globally.
  • Responsible for the Analysis, Design, Delivery and Implementation of these applications.
  • This group has twin responsibilities - a) on-going delivery of capabilities and maintenance of this platform for our markets globally and b) major driver of the migration of our platforms to NextGen.
  • Ensure delivery of required product capabilities on schedule with quality using common methodology.
  • Drive disciplines in the area of Financials, SDLC, Billing and Program Management
  • Maximize global product re-usability and speed to market.
  • Own controllership for budget and compliance with all regulatory standards
  • Focus on culture, communication and alignment across all GCT teams.
  • Support our Resource Strategy efforts in partnership with GCT Strategy and Planning
Skills and Work Activities that support these responsibilities include:
  • Manages Cross-Sector initiatives for Customer Management Organization
  • Ensures that the organization is defining and implementing systems that are aligned with the strategy and goals.
    Responsible for strategic program oversight and reporting and significant contribution to future strategy of the group.
  • Work towards alignment of Citi's technology platform and the different Remarkable Work streams (Welcome, Credit, Advise, Reward, Solve).
  • Manage strategic technology partners when developing small pilots before implementing full solution build out. Work to determine whether it is feasible to build capabilities in house or seek external specialization.
  • Provide senior leadership and advice/counsel on large-scale strategic initiatives and as the GPD representative on senior executive working groups
  • Manage partnership with business and external customer research vendors. Some vendors include; TCS, IBM, Polaris, Wipro, Accenture, others depending on software expertise.
  • Engage in innovative problem solving activities, requiring conceptual thinking as they will be responsible for creating 'out of the box' solutions with prototypes and pilots. Certain proposals will involve extensive involvement in all phases - cost and benefit analysis of in-house vs. outsourcing, timeline, expenses associated to initial outlay, cost of customization and cost to run and speed to market.
  • Develop and implement best-in-class processes, metrics, and practices.
  • Establish and build global relationships and partnerships across business, technology and operational lines.
  • Provide leadership, development opportunities, performance management, development and succession-planning, staff communications, and positive interactive working environment to ensure the highest productivity and employee engagement.
  • Responsible for ensuring a positive and interactive work environment to ensure the highest productivity and employee engagement. Drive successful performance management, talent management and communications throughout the organization.
  • Demonstrated experience managing multiple work streams
  • Build and manage relationships with key stakeholders, organizations and business heads.
  • Collaborate with Senior Management on cross functional areas and other programs, as appropriate.
  • Identify and drive resolution of issues, including those outside established programs of work.
  • Collaborate with stakeholders to ensure program scope definition meets business objectives.
  • Collaborate with Program Sponsor to ensure business case/cost benefit analysis is in line with business objectives.
  • Manage the identification of risks which impact program delivery and ensure mitigation strategies are developed and executed when necessary.
  • Manages business planning initiatives for an entire functional area.
  • Exercises control over budget, policy formulation and planning and significant contribution to future strategy.


  • Minimum 15+ years of experience preferably within an international technology organization.
  • Demonstrated experience in Project Management principles and software development lifecycle practices and methodology.
  • BS/BA degree or equivalent combination of education/experience
  • Hands-on knowledge of Project Management practices, principles, and tool-sets.
  • Delivery of high-quality strategic large-scale projects/releases.
  • Ability to manage senior staff as well as manage staff remotely across multiple locations.
  • Thorough understanding of the financial services industry and Operations organizations.
  • Strong Leadership, Communication, organizational skills.
  • Demonstrated ability to drive cultural change across a diverse landscape.
  • Experience running an application development organization a significant plus.
  • Demonstrated track record and ability to influence external organizations.
  • Has led Governance and Prioritization processes.
  • Ability to communicate at executive levels both in writing and verbally.
  • Self-directed, motivated and managed; ability to deal with imperfect information, decision and drive to successful conclusions.
  • Ability to handle constant pressure and juggle multiple demands.
  • Flexibility with travel.
  • Demonstrated ability to work across organizational boundaries and geographies
  • Excellent relationship management skills with business units.
  • Business Analysis expertise.
  • Solid IT business management (planning, organization, finance, human resources, etc.)
  • Strong risk management and ability to look beyond to the next set of challenges.
  • Great at mentoring, coaching as well as being a diversity champion.
  • Demonstrated ability to work with a Team of executives for common purpose.
  • Dynamic, engaging style with excellent written and oral communication across different audiences and levels.
  • Self-directed, effective at prioritizing tasks, managing time, organizing people and getting things done.
  • Excellent organization skills; must be able to manage disparate tasks, project plans and ad-hoc teams without solid lines of authority.
  • Strong analytical, strategic thinking and communication skills - must have ability to synthesize, develop and present clear and concise recommendations.
  • Collaborative and team player, ensuring overall business success.
  • Exceptional influencing skills with sound judgment and decision making skills.