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Career Opportunity

Operations Manager

  • Primary Location: Australia,New South Wales,Sydney
  • Education: Associate's Degree/College Diploma
  • Job Function: Sales
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18056746


The Branch Services and Operations Manager role is to lead and manage the Branch operations team to provide excellent compliance, administrative and sales support. To be the control keeper of the branch, ensuring compliance with all regional and local processes and procedures. To ensure branch operational processes are properly understood with appropriate controls in place at all times.

Key Accountabilities

  • Lead and manage a team of branch operations staff to provide effective operational, sales & compliance support in the control functions of the branch
  • Control keeper of the branch, ensuring compliance with all control processes and procedures
  • Ensure branch fully complies with applicable legislation related to business operations (e.g. operating standards, regulations, institutional policies & procedures and local regulations)
  • Ensure branch operational processes are properly understood by all branch operations staff with appropriate controls in place at all time 
  • Disseminate information and changes in processes to staff as necessary 
  • Perform all required “checker” functions and “day 2” checks
    • Reviews daily, weekly monthly and other periodical control processes (Departmental Controls Functional Checklist) 
    • Responsibility for implementing timely corrective actions if Internal Audit or Branch Oversight Function reviews 
  • Utilise audit/control process to keep fraud/operating losses at a minimum without affecting sales process and maintaining high levels of customer satisfaction
  • Adhere to all applicable requirements established by Citi to ensure they are fully committed to its AML/CTF and/or sanctions compliance responsibilities as set out in the relevant Citi Global, Regional and/or Australian AML/CTF and/or Sanctions Policies, Procedures, Standards, Directives and Programs.
  • Ensure escalation and resolution of client complaints including engagement with the Customer Advocacy Unit by managing troubleshooting and inquiries, Interdepartmental and Interbank queries as it relates to  the customer
  • Works with the Area Manager to mutually support and strengthen branch controls and compliance
  • Provide training & coaching to the frontline staff on the compliance and operation related areas to ensure they work in accordance with the established procedures & policies
  • Coach the service team through providing constructive feedback, guidance and support
  • Keep product, banking operations and legal compliance knowledge up to date
  • Awareness of company policies and procedures
  • Keep up to date with bank systems and technology


To be successful in this role you will have the following skills/experience:

  • Leading and Supervising
  • Working with People
  • Adhering to Principles and Values
  • Presenting and Communication Information
  • Following Instructions and Procedures
  • Delivering Results and Meeting Customer Expectations
  • Coping with Pressure and Setbacks
  • Degree or vocational qualification in business or finance related subject is desirable
  • Mandarin/Cantonese is highly preferred

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

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