• Competitive
  • Hong Kong
  • Permanent, Full time
  • Citi
  • 16 Dec 17

HK - GCB O&T - Distribution Operations Head

HK - GCB O&T - Distribution Operations Head

  • Primary Location: HK
  • Education: Bachelor's Degree
  • Job Function: Operations
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 17028708


1. Participate in the design and effective implementation of all branch processes.

· The BOH is responsible for ensuring effective design of processes implemented in branches, to cover both operational efficiency as well as risk, based on gap analysis and the implementation of global policy requirements and regional standards, and on the assessment of legal and regulatory requirements with Country Legal and Compliance
· It is the responsibility of the BOH to ensure that Branch functions are operating in adherence to the laid down procedures and within the scope and accountabilities of their respective positions.
· The BOH has the responsibility to manage the Branch Operations, including monitoring activities utilizing data produced and obtained from Branch risk rankings, outliers and Branch Oversight Inspections.
· The BOH must ensure validation of the design and proper execution of branch processes and implementation of required changes based on identified gaps and risks.
· Coordinate and support the review of branch processes and controls, both at the inception of new processes and controls, and when these undergo material change, including appropriate linkage with the Branch Oversight Inspection.

2.Drive process efficiency and improvements. Focus on digitization and optimization of resources through Smart banking initiatives

· Drive and ensure appropriate changes in processes to ensure a more efficient workflow across all functions in the branches.
· Adapt to new technologies and upgrade systems as required in keeping with the Smart Banking initiatives.
· Ensure appropriate Capacity planning model is followed and the branches are suitably capacitised at all times. 

3. Drive teller/service staff efficiency.  Adapt and deploy new technologies to improve branch efficiency.

· Put in place a defined productivity metric for the branch service and teller staff. Ensure tracking and monitoring of variances to ensure desired levels of efficiency are maintained.
· Support and assist in deployment of Smart Teller Assists across the network to bring the desired efficiency in branch footprint and design.

4. Lead efforts that result in remarkable client experience. Accountable to drive NPS branch services related work items

· Drive Service delivery across the network. Ensure suitable training and awareness among staff for all operating procedures and process changes.
· Actively contribute to the country and regional initiatives related to NPS and driving Remarkable Client Experience.
· Proactively review client feedback from surveys/ received from frontline and adapt processes where necessary to help improve service delivery.
· Track complaints and ensure timely resolution. Escalate and represent issues as required to ensure early resolution.

5. Track and ensure smooth working of the ATM network, including adherence to uptime and availability standards.
· Track KRIs related to the ATM network and ensure country meets the standards.
· Escalate issues/ outages where necessary to get timely attention and resolution on issues.
· Actively engage with and manage the vendor network to ensure delivery as well as adherence to control standards.
6. Work closely with the Regional Branch Operations team in driving country / regional initiatives. 
· Actively participate in and drive country/ regional initiatives, in line with the priorities as agreed.
· Be the representative for the country in regional forums on initiatives/ issues.

7. Ensure all Branch Control Risk Indicators display positive trends for all regions.Ensure corrective actions are taken where necessary. 
· Proactively track and ensure the required control indicators (BCRI) are looking healthy. Investigate reasons for breakages and initiate timely corrective actions where necessary.
· Engage with the country/ regional CBORC/BOF team in addressing the metric, specific to the country procedures.

8. Drive branch operational control readiness at all time. Deliver branch audit pass ratings as per scorecards.
· Ensure a state of readiness among branches for Internal Audits and reviews at all points in time.
· Notify 'at-risk' audits to the in-country management team and to the Regional BOH.
· Partner with the CBORC/BOF team in proactively identifying and escalating gaps and issues.
· Track and actively engage in all branch audits to ensure pass ratings. Ensure appropriate dissemination of issues identified across network to avoid repeat observations and findings.

9. Monitor behaviors and activities utilizing data produced and obtained from branch risk rankings, outliers and reviews to implement timely corrective actions as required.

· Have a method to proactively track and monitor branch risk and control indicators. Ensure regular and active engagement with the branches to be able to get a sense of potential risk items.
· Study the available data/ indicators for trends and ensure timely corrective actions are in place for gaps identified.
· Ensure that all Branch Control Issues and other relevant information resulting from the Branch Control Assessment are incorporated in the MCA Entity Rating.
· Track issue and CAP status and progress. Escalate to the Retail Bank Head/ O&T Head and Regional BOH issues and CAPs that are at risk of missing their target dates at least 30 days ahead of the targeted closure date.
· Perform quality assurance on completed CAPs prior to formal validation by other control and assessment functions such as Internal Audit.

10. Work closely with Country CBORC team and other stakeholders to review, implement and refine control policies and procedures as defined in RCCPM.

· Ensure active engagement in the implementation of RCCPM and other internal policies and guidelines across the network. Partner with the CBORC team, Retail Bank Management team and other stakeholders to ensure process design complies with policy requirements.
· Provide inputs for changes in the policies, including RCCPM, based on feedback from frontline and clients, while ensuring appropriate balance is maintained for associated risks.

11. Ensure appropriate escalation and socialization of issues.

· Establish an effective process to escalate and socialize material risk events and issues with branch management.
· Escalate material branch risk events and issues to appropriate levels of country and regional management.
· Lead and support root cause analysis, trending, and lessons learned.

12. Participate in Regulatory/ Statutory Examination Management and "Deep Dive" reviews

· Partner with in country compliance and control function (CBORC/OTRC) in supporting Regulatory and statutory reviews.
· Participate in "Deep Dive" reviews to ensure a more robust control environment.
· Provide support for the implementation of process enhancements, control improvements, and best practices resulting from the AsPac Permanent Control Readiness Improvement (PCRI) Program.
· Support the branch network on gap analysis and the implementation of global policy requirements and regional standards, and on the assessment of legal and regulatory requirements with Country Legal and Compliance as well as the development of local procedures.
· Coordinate and support the review of branch processes and controls, both at the inception of new processes and controls, and when these undergo material change, including appropriate linkage with the Branch Oversight Inspection.
· Specifically, in conjunction with the branch and functions, perform gap analysis of local branch processes and procedures vis-a-vis the Regional Consumer Control Procedure Manual (RCCPM) and the associated electronic Departmental Control Functional Checklist (eDCFC) and incorporate local processes and legal and regulatory requirements; coordinate with the branch and functions to remediate gaps and supplement local procedures and checks.


  • Self-starter with ability to work independently
  • Strong knowledge of branch daily process
  • Familiar with banking products, services and business activities
  • Strong interpersonal skills with the ability to work collaboratively and with people at all levels of the organization
  • Ability to think critically and respond to the time-sensitive needs of the business
  • Excellent attention to detail with emphasis on analytical and problem-solving abilities
  • Strong writing skills
  • Strong organizational skills with the ability to track multiple projects and deliverables
  • Fluent English (spoken and written) required