• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2018-10-17

Branch Operations Support Manager

Branch Operations Support Manager

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Operations
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18044946


Job Scope
  • The Branch Ops Support Manager is a specialist role which proactively supports the BOH's responsibility for ensuring effective design of process implemented in branches, covering both operational efficiency as well as risk, implementation of global policy requirements and regional standards, and on the assessment of legal and regulatory requirements with Country Legal and Compliance. The role also partners with the Consumer business and function owners, including Branch Oversight Function (BOF), on risk and control related aspects to guide and manage, along with the business and function owners, on all matters related to Branch operations, Service delivery and Risks and controls. This role is required to work closely with the Regional Branch Operations team in driving country/regional initiatives, system enhancement as well as business direction towards digitalization.
Key Responsibilities include:
The role's responsibilities and activities includes but not limited to:
  • Participate in the design and effective implementation of all Branch Processes
  • Drive process efficiency and improvements. Focus on digitization and optimization of resources through Smart banking initiatives
  • Drive teller/service staff efficiency. Adapt and deploy new technologies to improve branch efficiency
  • Lead efforts that result in remarkable client experience. Accountable to drive NPS results on branch services related work items
  • Track and ensure smooth working of the ATM network, including adherence to uptime and availability standards
  • Work closely with the Regional Branch Operations team in driving country/regional initiatives
  • Ensure all Branch Control Risk Indicators display positive trends for all regions (BCRI). Ensure corrective actions are taken where necessary.
  • Drive branch operational control readiness at all time. Deliver branch audit pass ratings as per scorecards
  • Monitor behaviors and activities utilizing data produced and obtained from branch risk rankings, outliers and reviews to implement timely corrective actions as required
  • Work closely with Country IBC team and other stakeholders to review, implement and refine control policies and procedures as defined in RCCPM
  • Ensure appropriate escalation and socialization of issues
  • Participate in Regulatory/Statutory Examination Management and "Deep Dive" reviews
  • Perform updates, reviews and cleansing of data entries
  • Data analysis, collation and maintenance of various project requirement
  • Ability to systematically and structurally manage a project and provide regular updates to senior management
  • Ensure that all risk and controls arising from the project management are duly addressed and documented, including full compliance to Citi Policies, and obligations/commitments to regulatory bodies. Owner for compliance related activities. Be audit ready at all times
  • Assist branch operations head and departments head in preparing the various reports required and coordinating the various project
  • Performs regular self-assessment on compliance and ensures proper documentation and to be ready for audit at all times


Key Competency Requirements:
  • The competency requirement is measured by the overall risk and control performance of the Consumer Business and branch operations
  • Audit Pass Rate for Branches
  • NPS performance for Branches
  • Ability to identify process gaps and escalation of control issues.
  • Implementation of tools/processes to improve the overall efficiency of the network
  • Consistently operate at a high standard of quality and accuracy and within required timeframe to ensure decisions are acted upon and outcomes delivered
  • Ability to engage diverse stakeholders with competing priorities
  • Adapt to circumstances, accept new ideas and change initiatives and adapt interpersonal style accordingly to suit different people or situations. Ability to engage in strategic discussions at one moment and be able to next look into matters in details
  • Identify and understand issues, problems and opportunities and develop appropriate solutions
  • Develop and use collaborative relationships to facilitate the accomplishment of business goals
  • Establish course of action for self and others and plan to ensure work is completed efficiently and within stated timeline
  • Demonstrate behaviors conducive to a professional financial services organization
Qualifications/Personal Skills:
  • Minimum Bachelor's Degree or equivalent professional qualification
  • Minimum ten years in the Financial Services industry
  • Prior experience in Branches/ Operations or Risk Management or Control functions preferred, though not a necessary requirement
  • Ability to lead and drive large teams across the network irrespective of reporting lines
  • Ability to manage through influence (e.g. management in the absence of reporting lines or with matrix reporting)
  • Ability to build rapport and work closely with key country and regional stakeholders and partners within and outside the country branch network. Strong understanding of Consumer branch processes and products as well as Operations and Technology
  • Up-to-date understanding of key risk and control concepts, tools and trends relating to risk identification, rating and prioritization, mitigation, and reporting
  • Proven people and team management skills
  • Risk-based thinking and analytical mindset
  • Self-starter who can work independently
  • Ability to multi-task and manage concurrent projects and deliverables
  • Proficient in the use of basic Microsoft applications (Word, Excel, PowerPoint)