• Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Citibank Berhad
  • 2018-10-21

Citibank Berhad Head Client and Quality Assurance

Citibank Berhad Head Client and Quality Assurance

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur
  • Education: Bachelor's Degree
  • Job Function: Marketing
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18049972


  • Work with the Country SOLVE Champion in meeting the project timeline and ensuring the country meets and adhere to all the global/regional and regulatory requirements
  • Develop and maintain a network of internal resources for identification of pain points from service processes and opportunities of process improvement/remediation solutions from root cause analysis/deep dive of complaints and ongoing concerns
  • Review reports related to complaints data/trend for in country, regional and regulatory submission
  • Oversight of quality assurance review and results from complaint samples for feedback and corrective actions by the stakeholders
  • Serves as the as the main contact with Bank Negara Malaysia, Ombudsman of Financial Services and Security Industry Dispute Resolution Center for any regulatory enquiry or self-assessment on complaints process and regulatory reporting
  • Review all control related functions such as MCA, RCM, ARA and fronts all audit requirement in regards to Complaints Governance and conduct performance of a gap analysis to determine the impact of new and/or changed laws, regulations, or Citi Compliance Policies


  • A minimum of 10 years working experience in the Financial Institution industry
  • Good communication and interactive skills. Able to be decisive in high-pressured environments
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
  • Strong interpersonal skills, able to deal with people at all levels
  • Self-motivated, strong team player with high degree of integrity, drive and enthusiasm
  • Excellent spoken and written communication skills in English
  • Ability to interact and lead across all levels of the organization and build strong partnerships
  • Ability to adapt to change in a fast-paced environment