Legacy Franchises – Operations Head, Vietnam

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Job Overview

Job Description

The Legacy Franchises Operations Head is responsible for accomplishing results through the management of a small team in an effort to provide operations support services in coordination with the CSIPL Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes. In addition, to work with regional ops stakeholders in driving consistency across divestiture markets. Currently, Vietnam is a fully divested market with residual obligations for non-transferred accounts to be handled at Citi.

Responsibilities:

• Design, oversee, and evaluate operative strategies to have efficient processes, improve the customer experience, and reduce losses to the institution
• Review processes, procedures, strategy changes, and capacity plans to ensure productivity, inventory control, and turnaround time according to Service Level Agreements (SLAs)
• Oversee all policies and procedures are in place to ensure operations run within the highest quality standards, Fraud and Regulatory Risks are minimized, and customers have a positive experience
• Develop proposals for all initiatives and communicate opportunities and progress against the proposal in a concise and timely manner to senior leadership. Participate in improvement projects with internal and external stakeholders
• Provide judgements based on analysis of facts and a diverse range of internal and external sources in complicated, unique, and dynamic situations
• Partner with senior line directors to identify opportunities and communicate conclusions and analysis back to senior management
• Appropriately assess risk when business decisions are made, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

• Work with regional CSIPL hub and regional ops stakeholders to ensure standardized process
• Build an effective team through hiring, coaching, collaboration, and motivation of staff.

Qualifications:

• 10+ years of relevant experience, including 5+ years managerial experience
• Proven record in working with / leading small teams
• Experience in management position related to Operations function
• Consistently demonstrates clear and concise written and verbal communication
• Fluent in English and ability to interact with senior management.
• Attention to detail is paramount.
• Strong process and project management experience. 
• Teamwork (Cross functional teams cutting across geography)
• Ability to engage and influence stakeholders at all levels within an organization
• Possess uncompromising ethics, unwavering integrity and understanding of risk & regulatory process, as well as outstanding communications and interpersonal skills.

Education:

• Bachelor’s degree/University degree or equivalent experience

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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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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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