• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2018-10-20

Program Manager GCB Asia Complaints Management

Program Manager GCB Asia Complaints Management

  • 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: 18045043


  • The primary role is to oversee and manage the Global Consumer Bank (GCB) Asia customer feedback and complaint management related processes across all countries in the region. In doing so, ensure that the process is consistent, effective and robust and that Citi meets all the relevant regional and global policies as well as all relevant local regulatory guidelines. Citi's 'Treating Customer Fairly' principles must be the corner stone of all processes in this area.
  • The complaints management process includes the recording of the customer complaint, the end to end investigation as well as resolution of the customer complaints, the escalation and tracking processes, an effective standard governance structure with a clear focus on critical aspects of fairness, enhancing customer experience as well as ensuring a close monitoring of high risk aspects like sales practices, privacy etc.
  • In addition to the tracking and monitoring of the customer concerns / complaints the role also covers closely looking at key trends and issues to identify process enhancements based on eliminating customer pain points. This requires a seamless engagement across global, regional and country stakeholders to engage on actionable insights that can continuously drive innovation and improving the customer experience.
Key Responsibilities:
The incumbent will:
  • Own the Complaints Handling process across 17 Consumer markets in Asia, ensuring adherence to Global Complaints Management Policy guidelines
  • Ensure delivery of key KPIs across Complaints Reduction, Complaints Resolution within standard SLAs/TATs
  • Work in partnership with global, regional and country senior stakeholders to drive the businesses in ensuring a consistent and effective complaint handling process is in place which is aligned with relevant policies and local regulatory guidelines
  • Partner with the country teams to ensure governance and effective follow through is in place to monitor the complaints handling processes. This includes monitoring trends and key high risk complaint categories to identify actionable corrective actions and process enhancements to minimize the customer pain points as well as ensuring robust governance to effectively mitigate Citibank regulatory risk in this critical area
  • Ensure effective governance oversight of the 'customer concerns / complaints' across the key regional product and business forums. This includes timely reporting, escalation of key issues to these forums and ensuring effective follow through of identified action items
  • Enhance the complaints monitoring framework to align with the ongoing focus on high risk taxonomies (for ex  Sales Practices etc.) by ensuring alignment with the relevant monitoring of risk elements identified by the business
  • Ensure the 'Treating Customer Fairly' principles are embedded across all the products, processes and customer complaints handling procedures. This includes identifying areas / practices of concerns through the customer complaints monitoring and ensuring these are escalated and actioned upon
  • Enhance the complaints handling framework by focusing on making it easier for the customers to raise the concerns with the bank by providing new digital channels for the customer to engage with the bank. This includes having an effective timely in line with the nature of the channel response process to resolve customer issues
  • Support the Regional Customer Franchise Management team in related regional and country initiatives        
The candidate will be required to:
  • Have demonstrated prior experience in managing region-wide programs with tight delivery timelines
  • Have excellent critical-thinking, communication (written and oral) and interpersonal skills to manage expectations of senior business stakeholders
  • Perform in a high-energy fast paced environment with tight deadlines
  • Operate within the matrix environment and effectively lead and drive change across multiple constituencies, organizational boundaries, levels of management by leveraging of all global, regional and country resources
  • Be meticulous in work and diligent in follow-ups to effective closures
  • Analytical & Intellectual Skill Sets
  • Strong critical thinking and problem solving skills, including the ability to analyze operational and financial impact of various alternatives and risk mitigation approaches
  • Ability to identify emerging trends / risks in underlying business practices across business areas
  • Confidence to operate in a principled manner, focused on effective decision making
  • Relationship Management & Maturity
  • Excellent written & oral communication skills
  • Ability to manage multiple stakeholders and ensuring an engaged interaction to influence and drive business recommendations
  • Ability to influence and drive senior business discussions / forums across businesses through keen understanding of business priorities, functional sensitivities with a clear articulations of trade-offs, risk and rewards of the options at hand without losing the end objective of enhancing the customer experience
  • Interpersonal Skills
  • Demonstrate necessary maturity to deal with senior management, engage peers and effectively manage and guide junior colleagues
  • Ability to manage multiple cultural diversities and sensitivities to deliver end goals in a consistent manner
  • Ability to engage multiple stakeholders with different priorities and create the necessary environment to drive and deliver the required results.


The ideal Candidate will meet the following requirements:
  • 5+ years exposure to Financial Services
  • Prior experience in Client Experience or Complaints Handling roles
  • Ability to develop, implement and execute high impact business transformation strategies
  • Ability to work and make decisions independently as well as collaborate effectively as part of a wider team
  • Ability to influence others and excellent stakeholder management skills is required
  • Ability to work with ambiguity and to deliver results under pressure
  • Strong strategic and analytical skills that are sharply customer focused with proficiency in MS Office tools