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Regional Head, Wealth Hub Service Delivery and Operations, APAC & EMEA

Job Req ID 22452930 Location(s) Singapore, Singapore Job Category Operations - Core
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Regional Head of Wealth Hub Service Delivery and Operations is a leadership role with large people management responsibility, reporting to the Regional Head of Retail Distribution in establishing a robust framework to manage the Service Delivery and Operations across the Consumer Hub and Branch Network. Country Branch Operations Heads will have a matrix line reporting to the Regional Head of Wealth Hub Service Delivery and Operations. The role is responsible for establishing, running and continuously enhancing the overall operations, service delivery, process efficiency / automation and risk & control across the Consumer Hub and Branch network. The role also partners with the Consumer business and function owners including Branch Oversight Function (BOF) and CBORC, on risk and control related aspects to guide and manage along with the business and function owners, on all matters related to Service Delivery, Hub and Branch Operations and Risks & Controls.

The incumbent will be required to ensure that the service and operation staff at hubs and branches are trained on processes and procedures as laid down and validate adherence to the standards and practices established by the business for effective deliver of service and operations. The incumbent will also be required to monitor behaviors and activities utilizing data produced and obtained from branch risk rankings, outliers and reviews to stay connected with the identified and potential risks and issues. The role is also required to work closely with other functions such as CBORC / BOF, Information Security, CBCM, Fraud Prevention & Oversight, Records Management, CSIS and O&T Risk and Control (OTRC) to meet the above objectives. The role also requires a very active interface with Internal Audit and active participation in Regulatory and Statutory reviews conducted across the network. The role will have coverage of both Remain & Exit Markets to support a more wealth focused service & operation operating model in Remain markets and a smooth transition to buyer in the exit markets.

Lastly, the role is also responsible for establishing, running and continuously enhancing the overall operations, service delivery, process efficiency / automation and risk & control across the Consumer Hub and Branch network.


  • Own & manage assigned analog transaction reduction goals, reduction of Non-Value Added Transactions & overall operation and service efficiency on an annual basis
  • Work with Country Branch Operations Heads in maintaining strong Internal Audit, Compliance Assurance, Peer review and Regulatory review/exam outcomes with satisfactory ratings and no major issues being raised.
  • Lead and own the Annual Risk Assessment (ARA) and Managers Control Assessment (MCA) for Branch & ATM Operations, in coordination with Regional Head of Branch Controls & Sales Governance
  • Support key business initiatives by hiring and retaining top-notch talent to offer best client experience in branches and to our wealth management customers
  • Partner with product and O&T stakeholders to gather and document business processes and requirements, with a clear line of sight to operational efficiencies and expense saves arising from such automation
  • Help transform culture of Hub and Branch Operations teams to ensure that productivity initiatives are executed to plan and the saves realized (covering all operational & support staff, including RM support teams)
  • Provide operational insights to the Regional Head of Sales & Distribution, understand the business context, formulate and execute appropriate analytical reports to address the business requirements
  • 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.


  • Extensive knowledge of managing Service Excellence, Branch and ATM operations process and procedures
  • 10+ years relevant experience


  • Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

  • 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
  • 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
  • Demonstrate necessary maturity to deal with senior management (including CXO leaders), engage peers and effectively manage and guide junior colleagues
  • Ability to engage multiple stakeholders with different priorities and create the necessary environment to drive and deliver the required results.
  • Experience managing complex systems/organizations in a fast paced environment is required
  • Ability to drive success by influence, especially senior stakeholders across the broader organization is essential
  • Experience in financial management in terms of budgeting/forecasting, expense management and product allocations is an advantage


Job Family Group:

Operations - Core


Job Family:

Branch Operations


Time Type:

Full time


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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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