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Process Owner, Mortgage Operations

Job Req ID 21311134 Primary Location Sydney, Australia Job Category Operations - Core
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The Process Owner Mortgage Operations role is an intermediate level position 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.

Approximately 60% of time will be dedicated to the overseeing the process and maintaining governance through MIS, including providing support for exception cases. The remaining 40% of time should be dedicated to support functions and process improvements, which may involve the provision of expertise for projects.


Perform operational processes, including but not limited to:

  • On-shore Process Owner - for 3 key teams within the Core Operations structure:
  • Mortgage Operations Team (70%)
  • Diners Merchants Support Services Team (10%)
  • Journal Data Entry Team (20%)
  • Manage operational processes – understand the end-to-end process, required controls, stakeholders involved, desired customer experience, and key drivers for these 3 key processing units
  • Manage 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.
  • Manage process efficiency - 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.
  • Project implementation and Process Improvement - Provide support, 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.
  • Control and Compliance - Follow appropriate reporting mechanisms to document incidences of processing error or failed controls.  This include Corrective Action Plans (CAPS), Business Incident report, Security Breach reporting
  • Control and Compliance - Ensure the business unit and on/offshore teams adhere to our policies and procedures, contractual obligation, regulatory and legislative requirements. Ensure complete and accurate documentation is maintained at all times


  • 2-5 years of relevant experience
  • Proficient in Microsoft Office
  • High level knowledge of related to industry standards and practices
  • Ability to work unsupervised and adjust priorities quickly as circumstances dictate
  • Consistently
  • 2.5 yrs of relevant experience especially in Mortgage Processing is required.
  • Experience in other Financial Services environments, and knowledge of banking regulations is desirable.
  • Ability to work unsupervised and adjust priorities quickly as circumstances dictate.
  • Consistently demonstrate clear and concise written and verbal communication skills
  • Self-motivated and detail oriented
  • Proven organisation and time management skills
  • Demonstrated problem-solving and decision making skills
  • Understanding of operational process and their relationships across an 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.
  • demonstrates clear and concise written and verbal communication skills
  • Self-motivated and detail oriented
  • Proven organization and time management skills
  • Demonstrated problem-solving and decision-making skills
  • Required Licensing/Registration: Series 7, Series 9, Series 10, Series 63,

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


Job Family Group:

Operations - Core


Job Family:

Operations Support


Time Type:

Full time


Citi is an equal opportunity and affirmative action employer.

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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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