Client Onboarding Group Mgr - C14 - MUMBAI

• Manages teams with respect to on-time and proper execution of tasks, internal trainings, control and reporting to Senior Management. Executes on all people leadership functions, managing absence and holiday leave, remuneration etc. Drives continuous improvement and project implementation for the team and whole unit. Ensures cohesion between different internal functions and teams. Drives the ongoing development, growth and stability of the organization.
• Provides oversight of all processes, procedures and control functions of activities as well as taking care of on-going acquaintance of staff with new procedures, rules and regulations , external rules or with changes occurring in binding internal regulations, procedures, bank regulations and external rules binding staff in managed organizational structures.
• Ensures effective operational risk management, compliance of processes with regulations - ensuring system monitoring risk including quality assurance matrices and entitlement reviews. Identifying risks within the managed processes and undertaking initiatives associated with prevention. Ensures management of tools in accordance with binding regulations. Ensures proper functioning of system for monitoring quality indicators, ensuring that corrective undertakings are implemented on time and in proper manner. Ensures high levels of productivity across all teams. Agree, adhere to, and exceed service level agreements that appropriately support our business partners. Ensures high quality of output across teams. Drives improving quality processes, reduce operational costs including overtime, increasing effectiveness. Ensures efficient management information systems and capacity plans. Drives partnership with all Citi units and persons as described in operational procedures, execution of communication with internal and external customers within day-to-day processes.
• Ensures effective management of initiatives and projects across internal teams, including documentation and tests. Manages migrations of new processes, functions into the team, whilst ensuring risk analysis of new processes. Ensures appropriate governance is in place for all team functions and drives effective communication of escalations.
• Ensures strong leadership standards and practices are established for all internal teams, including performance management, recruitment, coaching and feedback to staff, absence planning, compensation planning, promotion/advancement reviews, and training/development, succession planning. Instills a strong culture of risk awareness, detection and prevention across teams. Prepares and supervises on time execution of the training plan for the area. Performs identification of talents and building strategy for the development of staff.
• Drives improvement opportunities arising from Voice of Customer (VOC) of Voice of Employee (VOE) questionnaires. Develops a team culture in accordance with organizational values. Managing attitudes and behavior as to eliminate such which are not in line with organizational values.
• Builds and manages the supervised area, motivating staff to effective execution. Identifies and develops the effective successor. Full management responsibility of an 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.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, 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.

• Exceptional track record in people leadership. Strong senior stakeholder management experience.
• Experience in Reference Data Management. Familiarity with external products and services that add value to client and operation reference data management. Sound knowledge of Transactional Life Cycles, Reference Data Management and Settlement process of Securities.
• Proactive and able to work on own initiative. Flexibility. Good communication skills with the ability to be assertive. Organized with an excellent attention to detail. Ability to focus on high quality work while under pressure. Comfortable working with large quantities of data. Comfortable working independently in a dynamic and challenging environment.
• Strong academic qualifications would be desirable. Exceptional spoken and written English skills. Strong Microsoft skills: Word, Excel, PowerPoint. Strong focus on Control and Process optimization and documentation. Proven project and process management skills. Proven people management.

• Bachelor’s/University degree or equivalent experience, potentially Masters degree

Reporting to Head of Asia South TTS Onboarding Operations – This is a leadership role for managing Asia Cluster countries team, a role to lead a diverse team in India CSC Hub to deliver client onboarding services to our customer with focus on the ever changing customer need in transactional banking segment. 

The role requires to lead and cater to a wide clientele with diverse requirements that spans across continents covering TTS Onboarding Operations, driving improvements associated with operational efficiencies, MIS reporting, expense management, and client delivery/satisfaction units.

This role requires acting as the TTS Onboarding Champion managing work for our major TTS customers. A complex, multi-functional, role that requires breaking down of silos and leading team of professionals based in both the CSC managing Global Utility work across regions.  Critical success factor will be leadership, controls & risk management and forging effective partnership with all functional owners and region heads.

The role involves managing team of specialists across APAC CSC, supporting multi regional TTS Onboarding organization activities which are client / non-client facing end to end.  This role requires working with in country TTS Onboarding Operations Heads, regional onboarding heads and the CSCs to deliver consistent client Onboarding experience.  This individual is responsible for ensuring that the execution of services is happening timely, accurately, efficiently, transparently and within global and country specific policies and procedures.  This role also requires working closely with key partners namely Product/ Coverage/ Implementations / Compliance / Legal / Control teams across countries as well as at the regional level to ensure that the customer expectations on TTS onboarding related transactions as well as SLA are met.  

Additionally this individual is responsible for leading and supporting global initiatives ensuring that they are implemented across the global footprint with consistency, driving a standardized operating model for TTS Onboarding Operations.  This includes but is not limited to High Intensity Roll client maintenance, metrics standardization, policy and control adherence, escalation management and C@R, migrations, technology enhancements on core platforms (Flexcube, e-signer, DSM, SVS, COTS, eSuites), and DPO work streams.

The main components of the role are provided below:

• Leadership & people management: Leadership role in conceptualizing, developing and executing to deliver best in class service standards.
• Ops Risk and Controls: inculcate and develop a gold plated operating platform with the highest standards for risk, controls and compliance & reporting. Improve turnaround cycle times & quality and accuracy while maintaining cost efficiencies
• Partnership:  develop partnerships with regional team, external and internal clients, Coverage/ Implementations, Product and Client Delivery Teams.
• Customer focus: Embed 'Client First' theme at every process level in line with the up-tiering initiative. Enhance service standards to ensure we exceed customer expectations, support new business deals

Key responsibilities

• Oversight of all client on-boarding activity end-to-end (including standard, low complexity and complex deals).
• Manage and coordinate the work involved in a Onboarding deal working with partners including Sales, Product, Technology, Client Operations, Marketing, Risk and Controls, Legal and other teams
• Continuously reduce Onboarding cycle time, minimize deal slippage and associated revenue conversion lead time. Accurately report project status, escalating effectively for “on hold” and slow moving deals.
• Effectively manage client relationships and ultimately act as trusted advisor for dedicated client portfolio.
• Lead meetings and coordinate activities of the cross-organizational Onboarding teams
• Chair the Board and Steering Committee meetings with all regional / country team leads
• Maintain solid relationships with key client and internal stakeholders
• Partner with the regional Onboarding Heads to escalate and manage critical issues to resolution.
• Manage regular internal stakeholder communication for portfolio of projects and serves as escalation point for key client and internal stakeholders

People Management

• Plan and hire the right set of people, train, guide, coach, develop, appraise and reward people based on meritocracy
• Motivate the staffs through constant interaction with the team. Lead by example. Be a team player
• Encourage cross functional training for staffs to enrich their skill base
• Manage attrition effectively. Keep close to the staff
• Optimize manpower to achieve higher productivity levels
• Identify and develop high performers for next level jobs/ senior management positions

Client Engagement Model

• Ensure team delivers as per Service Level Agreement. Timely and accurately
• Understand client requirements and implement them correctly.
• Understand new customer requirements and ensure adequate support to new customer requirements and initiatives
• Monitor customer satisfaction and service level and drive process changes
• Provide innovative solutions to clients.

Risk and Control

• Ensure a strong and robust processing environment with effective controls
• Establish risk management practice.
• Maintain a strong culture of risk and controls in the team through various process and check points and ensure that the risks in  operations is understood and controlled by the team members
• Identify means to reduce transaction defects (internal and external)
• Develop performance metrics to track defects, productivity.
• Ensure clean audit results
• Determines new work procedures, analyses complex and variable issues with significant departmental impact.

Migration and Project management

• Efficiently and effectively manage new projects/migrations and ensure smooth cut over with minimized risks - internal and external
• Engage in project planning including cost management
• Develop training database , training materials , trackers for the migration

Revenue and Cost management

• Drive innovation projects focused at increasing the operating efficiency of the team- reduce cost and increase customer satisfaction
• Continuous process improvements and cost improvement initiatives
• Responsibility for budget, project management, managing cross-functional relationships.
• Other responsibilities include setting the goals and objectives for the team; contribute to individual performance evaluations and setting the strategic initiatives for the area.

Development Value

• Member of the TTS Onboarding Account Maintenance Asia Operations Management team
• Exposure to complex and fast paced challenging environment
• In-depth knowledge of TTS Account and Implementation Services activities and their impact to all downstream functions and services
• Visible management role with exposure to regional and global stakeholders

Knowledge/Experience:

• Minimum 10 years of financial services experience with 5 years in mid/senior management roles
• Ability to implement, drive & comply with all required controls, governance & policies.
• Proven ability to execute
• Proven ability to build and lead successful teams
• Detailed understanding of the TTS business (highly preferred)
• Strong technical knowledge of TTS Products and regional regulatory requirements (highly preferred)
• Experience in leading complex projects and initiatives to enhance operational effectiveness and client experience
• Demonstrated ability to interact with senior management and clients  
• Proven ability to meet new challenges, assimilate new information and to influence people to get things done
• Budget management abilities
• Experience in leading the execution of cost saving initiatives
• Proven ability to handle complex issues, operational contingencies and recovery plans
• In depth knowledge of Citi Policies and Regulations
• Previous project management experience preferable

Skills:

• Leadership and management of operational and client facing functions
• Strong customer service mind-set with skill to instil a client centric culture within the Onboarding Team
• Excellent verbal and written communication skills required to negotiate with internal and external business and functional partners
• Excellent customer interaction skills
• Excellent problem solving skills, inclusive of articulation of complex queries
• Good organizational skills with the ability to work under pressure and prioritize within aggressive deadlines
• Ability to drive and implement change
• Self-motivated
• Resilient
• Structured and crisp in approach
• Excellent interpersonal skills
• Creative and resourceful problem solving
• Ability to translate business strategies into actions and execute against them
• Ability to manage and support TTS Sales, Coverage, Product and Technology & Client Operations stakeholders
• Impeccable integrity and judgment

Qualifications:

• Bachelor degree or Management Degree in Business or other relevant discipline.
• Previous line management experience in a related role in the financial services arena
• English language (required)
• Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary

Competencies

• Service orientation, professionalism, proactiveness and strong client focus.
• Ability to work effectively in situations requiring analytical, interpretive, and problem solving techniques
• A detailed and independent thinking style. 
• Strong interpersonal and verbal/written communication skills.
• Strong influencing and negotiation skills; ability to build and maintain effective networks and relationships.
• Strong team working skills.
• Strong people, process and business focus.
• Effective management of complex decision making
• Positive and dynamic attitude to work
• Proven ability to coach and develop talent
• Ability to work as part of and contribute to a high performing management team
• Driven, resilient and tenacious, able to apply the learning from set-backs or challenges to good effect
• Ability to create a positive culture in line with the O&T Operating principles
• Execution focused, overcomes obstacles and minimizes bureaucracy
• Demonstrates commitment to diversity, internal mobility and employee professional development
• Able to strive under pressure and convert opportunity from risk
• Should be open to working staggered hour/shift/ over weekend and on public holidays when required

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