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Process Owner, Account Management Services

Locations: Sydney, New South Wales Job Function: Operations - Core Employee Status: Regular Job ID: 19132309


The Account Management team forms one of the four areas that provides customer ‘value add’ services within the broader Core Operations team. This team is responsible for the end-to-end service delivery of

Account Opening and Account Maintenance processes.

The Process Owner, Account Management Services will be responsible for the successful execution of operational processes in line with business objective and desired customer experience.  The incumbent will drive the successful execution of responsible process through stakeholder and vendor partnerships that may be onshore or offshore, internal or external.  Key areas of focus are the delivery of KPI’s, execution quality, exception management, continuous improvement and execution of stakeholder initiatives.

It is anticipated that approximately 50% of time will be dedicated to overseeing the process and maintaining governance through MIS, including providing support for exception cases. The remaining 50% of time should be dedicated to process improvements, which may involve the provision of expertise for projects.


Manage key operational processes - understand the end-to-end process, required controls, stakeholders involved, desired customer experience, and key drivers. Manage key process drivers – costs, volumes, handoffs, service level agreements, customer service standards and problem incidence. Proactively monitor volumes and service standards and take action to reduce costs, improve quality and the overall customer experience. Identify current and potential “bottle necks/breakage points” and take appropriate action to eliminate and improve quality and timeliness of output. Manage and resolve exception matters escalated by processing areas, consistent with Citi policy and in keeping with the desired customer experience. Follow appropriate reporting mechanisms to document incidences of processing error or failed controls. Provide direction and subject matter expertise on changes to processes resulting from new business initiatives, regulatory or compliance required changes. Engage relevant stakeholders involved in the execution or oversight of processes to ensure changes are successfully implemented and appropriately documented. Ensure the business unit and on/offshore vendors adhere to policies and procedures, contractual obligation, regulatory and legislative requirements. Ensure complete and accurate documentation is maintained at all times. Manage accurate reporting of operational metrics and business drivers. Share knowledge, seek out industry “best practice” ideas and foster a supportive and diverse working environment.


  • Understanding of operational process and their relationships across the organisation both onshore and offshore.
  • Knowledge of Citibank products, policies, and procedures is desirable but not essential.
  • Understanding and knowledge of the platforms and systems on which these processes operate is desirable but not essential.
  • Experience in working with multiple sites and stakeholders/vendors.
  • Previous experience in process and vendor management.


An incumbent may be provided a Senior Process Owner designation in recognition for key competencies displayed, consistent job performance results and relevant role experience.   Senior designation supports the Citi Leadership pipeline by facilitating a bridging role for Managers of Self to focus and develop additional skills needed to become a Manager of Others.


Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - AU


Time Type :Full time


Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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