CASY-MSCCN Jobs

Team Leader: The successful candidate will be responsible for Account Instructions and leadership of 12-15 staff.

Objectives: To manage a team of processors responsible for Account Instruction, Documentation and Report reviews.

Core Responsibilities:

1.Execute Citi’s performance development framework responsibilities for directly managed staff.

2.Be responsible for Wealth Account Opening processing. Understand the end-to-end process, required controls, systems and applications used and stakeholders involved.

3.Proactively monitor service standards to improve compliance and the quality of the services provided to customers.

4.Identify current and potential process weaknesses, and take appropriate action to eliminate and improve quality and process timeliness.

5.Manage and resolve exception matters escalated by internal departments.

6.Provide process subject matter expertise on changes resulting from business initiatives, technical upgrades or regulatory/compliance required changes.

7.Ensure the team adheres to the unit policies and procedures and Citi standards

8.Manage accurate and relevant MIS and review data for trends in team performance.

Day-to-Day Responsibilities:

1.Liaise with the respective Citi Australia Offshore Services Process Manager for change management and escalation activities.

2.Ensure the responsible controls for Account Opening are being adequately actioned.

3.Execute strategies to achieve the unit KPIs, improve processing standards and motivate the team to deliver a customer experience that is professional and timely.

4.Investigate and respond for escalated matters and management concerns as they arise.

5.Identify coaching opportunities and provide feedback to direct reporting staff.

Key Deliverables:

1.Service Levels/ TATs / KPIs are met and/or exceeded individually and the unit as a whole.

2.Responsible controls are executed and adhered.

3.Customer experience is managed to the expectations of the organisation.

Education: Bachelor’s/MBA degree

Experience:

1.5-6 years of which 3-4 years in Operational process management in Banking Operations

2.Should have good comprehension skills & be attentive to details

3.Should have good communication skills

4.Should be able to make sound decisions based on information on hand

5.Customer oriented

6.Good understanding of branch facing processes

7.Managed a team for 1-3 years

8.Competence in Risk & Control, detailed knowledge of Citi policies and procedures, ability to identify and mitigate emerging risks.

Skills:

1.Knowledge of Microsoft Office Applications (Excel, Word, PowerPoint)

2.Good oral and written communication skills (call outs to customers)

3.Good customer service skills, service oriented

4.People and Process Management, strong Communication skills

5.Team building - Ability to manage diverse teams, conflict management

6.Ability to prioritize; analytical thinking and attention to detail

7.Ability to handle pressure, Strong inter-personal skills

8. Flexibility to work in different shifts (early morning & late night) as per requirement of different APAC country time zones & holiday calendar. Rotating shift with work on Saturday/Sundays with 5-day work week schedule.

Professional Attributes:

1.Able to maintain good rapport with peers and supervisors

2.Values attendance and punctuality

3.Strictly observes deadlines and cut-off times

Personal Attributes:

1.Good comprehension skills

2.Has decision-making abilities

3.Organized and systematic

4.Hardworking and patient

Other:

1.Incumbent will be required to work a shift that incorporates Australian Business hours

2.Incumbent will be required periodically to assist with system testing for technology upgrades and Business Continuity Planning (BCP). Some testing will occur on weekends.

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.