• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2019-04-21

Head, Core Operations

Head, Core Operations

  • Primary Location: Singapore,Singapore,Singapore
  • Other Location: Asia Pacific, Europe, Middle East, and Africa; Canada
  • 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: 19011512


Job Description:
Full management responsibility of Singapore Consumer Core Operations department, including management of people, budget and planning. Provides strategic direction for departments managed. Drives end results of an area and exercises control over resources, policy formulation and planning. Activities primarily affect a sub function. Engages in short to medium-term planning of actions and resources for own area. Manages complex and highly variable issues with substantial departmental/product impact. Applies comprehensive understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that have impact beyond own area. Ensures essential procedures are followed and contributes to defining standards. Demonstrates an in-depth understanding of how own area integrates within the overall function to achieve objectives; requires a good understanding of the industry. Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources. Excellent communication skills required in order to negotiate internally, often at senior levels (across functions); communicates with external parties.

Key Responsibilities:
•            The person will be responsible for leading and Core banking and cards operations. The role will require knowledge and expertise across the operational spectrum. The holder of this job will need to interact with various business seniors and stakeholders across the franchise
•            Lead the Consumer Operations digitization strategy and execution in country while collaborating with region
•            Manage and coordinate activity with stakeholders in all aspects of Consumer Operations; especially interaction with the Consumer Business Manager and SCOO
•            Make 'remarkable' service delivery an integral part of operating culture with specific responsibility for customer service levels and complaints management
•            Dive and execute against identified Lean projects
•            Manage, optimize and control budget of $ 12MM+
•            Monitor efficiency and drive productivity saves and re-engineering within the operations units and track actions through to resolution
•            Compliance: ensure all actions are executed in accordance with Citi policies and procedures, complying with statutory regulations and laws and ensure enhancement and maintenance of internal controls to reduce/control risks and to improve operations standards
•            All operational processing i.e. all aspects of operations from account opening to statements
•            Interface with Technology partners
•            Undertake ad hoc projects as requested
•            Manage critical transformational projects
•            Take ownership for people management practices to ensure excellent employee experience in the course of the entire employee life cycle (e.g. regular team and individual dialogues, training, coaching, other development opportunities, "Voice of Employee" actions, etc.)
•            Keep managers accountable for the short and long term career and development of all the employees
•            Ensure robust talent management, succession planning and diversity plans are in place


Knowledge/Experience/Technical skills:
•            Degree holder with at least over 10 years of substantial experience in Citi Operations management
•            Experience in financial management in terms of budgeting/forecasting, expense management and product allocations
•            Experience of working in a process-driven environment
•            Experience of interacting with a demanding customer-base at senior levels and ensuring credibility is maintained through solid delivery against commitments
•            Experience of managing and coordinating customer support delivery in a time-critical environment with tight SLAs
•            Experience of a financial services environment as well as  a Risk and Controls environment
•            Demonstrated change management/people leadership/management

Personal Skills:
•            Excellent interpersonal, communicate, leadership and management skills
•            Strong organizational and follow-up skills and the ability to multi-task effectively in a high-volume and dynamic environment.
•            Acts with integrity and accountability and demonstrate a commitment to quality and attention to detail
•            Strong problem-solving skills and analytical
•            Strategic thinking and Proactive, ability to use own initiative and take lead to devise creative solutions