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Delivery Services Operations - Team Lead - Hybrid

Job Req ID 22550613 Location(s) Singapore, Singapore Job Category Operations - Core
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Team Lead for external Third-Party Management and Governance of the Returned Items & Cards Operations performed in CSIPL (Citi Affiliate). This is an important role to effectively manage and provide oversight of high risk Third-Party activities and off-shore activities in CSIPL, including Returned Items handling, Rewards and Loans fulfilment. These processes are critical to be executed accurately and timely with strong controls, adhering to Citi’s Third-Party Risk Management program and Regional Consumer Controls Procedures Manual. In addition, the role requires extensive collaboration with stakeholders, including third party risk management, product managers, compliance, operations units and technology on contract/work order, product fulfilment, process controls and system enhancements.


  • Ensuring effective risk management practices are in place for external Third-Party relationships and internal Citi Affiliate
  • Interacting with Third-Party on escalations of non-performance and contractual issues to drive resolution when appropriate
  • Monitoring Third-Party performance and SLAs
  • Verifying Third-Party contracts, work orders and requirements are properly executed
  • Review, assess, and act on results of TPRM/TPISA assessments/controls
  • Conduct on-site visits of Third-Party, as required
  • Perform investigations relating to customer issues arising from functions supported
  • Identifying process improvements/gaps to increase operation efficiency and control effectiveness
  • Participate in various system enhancement, COB testing, audits and projects testing & implementation
  • Work towards achieving optimum productivity and accuracy


  • 5 years+ of relevant experience in, Third-Party (external and/or internal) governance role with strong understanding of supplier or third-party risk impact in a financial services company
  • Demonstrates knowledge of in-scope business and product areas
  • Good communication skills, both oral and written, with the ability to articulate complex and sensitive issues to management.
  • Experience in interacting with Third-Parties’ management teams with the ability to exercise sound and timely judgment.
  • Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
  • Self-motivated and detail oriented
  • Proven organization and time management skills
  • Demonstrated problem-solving and decision-making skills


  • University graduate or equivalent experience in Operations role


Job Family Group:

Operations - Core


Job Family:

Operations Support


Time Type:

Full time


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