• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 23 Apr 18

Credit Operations Senior Manager

Credit Operations Senior Manager

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Operations Credit Ops
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 18014273


  • The Regional Collections SME will have key responsibility for
  • Driving and meeting NCL plan for the region. This would require working closely with country collections team and other important stakeholders
  • Execute and deliver yearly and long term expense plan. This has to be done by working on productivity initiatives, insightful analytics and technology deployment
  • Drive digital leadership by closely following digital trends and leverage them for collections operations
  • Ensure process and policy controls as per requisite Citigroup standards. It would require a thorough understanding of processes and close monitoring at country level
Key Roles and Responsibilities:
  • Responsible for ensuring appropriate staffing levels and meeting key metrics on credit losses and expenses. Work with country collections head and GWFM capacity plan team to ensure that countries are adequately staffed to meet key performance metrics
  • Execute initiatives aimed towards latest digital adoption by (Chat Bot, Natural Language IVR, social media payment channels to name a few) partnering with collections , technology and other key stakeholders at country and regional level
  • This will need a deep understanding of the drivers of contact & payments
  • Develop and execute partnership with external vendors, wherever required, to get the best in class digital tools to optimize collections
  • At the core of digital adoption lies a great customer experience, which would require a deep understanding of customer journeys for payments and collections
  • Ensure that there is an effective change management process to solve for better customer experience as well as to ensure that there are no surprises and the team is adequately prepared
  • Actively drive initiatives to improve agent productivity across the region by benchmarking with best in class and drive countries towards that
  • Responsible for meeting productivity and expense goals for the unit. The incumbent will have to achieve this by identifying and driving initiatives that materially impacts call volumes, contact volumes, reach and productivity
  • Drive engagement and participation of seniors across key work streams, programs and teams including developing, cascading and managing metrics to align seniors on priorities
  • Support the regional Collections Head in driving the collections delivery for Vision 2020, including ensuring an adequate communication, management and partnership with all key stake holders at country and regional level


Qualifications and Skills:
  • The ideal Candidate would meet the following requirements:
  • 10 years' experience, of which at least 5 should be in a Consumer banking collections or operations role. Previous experience in Call Centre management, specially collections, would be an added advantage
  • Strong financial aptitude coupled with proven quantitative, analytical and strategic planning skills
  • Ability to work with various stakeholders with strong influencing capabilities with peers and seniors
  • Team player who can across cross functional teams cutting across geography. Inter cultural respect and appreciation is critical
  • Self-starter who is capable of defining work slate for self and country
  • Candidate should be self-motivated with an ability to deliver without supervision
  • Deep understanding of the competitive landscape in the Digital space across major consumer financial institutions
  • Track record of leadership in operations and execution capabilities with a successful history of leading change management efforts
Singapore Singapore Singapore SG