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Senior Manager - Transformation (Fund Services)

Job Req ID 22492293 Primary Location Sydney, Australia; Melbourne, Australia Job Category Operations - Transaction Services
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Citi is going through an unprecedented amount of growth, aligning to its corporate vision of expanding its market share in the Australian market. The Operations transformation role has been created to identify and implement necessary changes to the operating model to ensure that:

  • There is an integrated and scalable operating model across Funds Administration (Fund Accounting, Financial Reporting & Tax, Transfer Agency & Middle Office).

  • The model allows the Citi operations team to meet client SLA’s (timeliness and quality)

  • Adequate governance framework that mitigates any risks through controls

  • All changes to the operating model are updated with internal audit and GS007 protocol.

The role will work with the Head of Model Office Change and Transformation and provide strategic leadership and subject matter expertise to Citi’s operational functions/teams and will advocate for constant process improvement. Continually seeking to achieve efficiency and risk reduction through adoption of technology solutions or the redesign of existing processes.


1. Improve team efficiency and encourage innovation by reviewing existing work processes and maximize all available resources.

  • Work with the head of model office change and transformation to design a clear and coherent vision of the operating model, the implementation road map, and a change management strategy.

  • Alignment of Australian specific operational activities to the global operating model (where possible).

  • Ensure Citi Groups operating model is in line with industry standards.

  • Ensure all changes to the made to the operating model (re-engineering or new) help with scalability and are fully integrated between the functions.

  • Managing process re-engineering or new process implementation end to end including:

    • Gap Analysis

    • Process improvement/re-engineering recommendations

    • Design

    • Documentation

    • Operational Readiness

    • Implementation

  • Identify, define and implement necessary changes to enable the team to perform to its optimum ability. Keeping track of the benefits and outcomes required.

  • Ensure that all changes are firmly embedded and understood by both employees and clients. This includes training, procedures, documentation of the changes and client training.

  • Create detailed documentation of the operating model, taking into account Australia, Malaysia, Singapore, India, NAM and EMEA. Understand timings, dependencies across teams and internal/external deliverables.

  • Assess Citigroup systems such as Multifonds, pControl and Paxus and ensure the systems are being used to effectively and all features are utilized.

  • Ensure that business as usual is maintained during the transition and the changes are effectively integrated into the business.

  • Assess the feasibility of new product offerings and how they fit into the current operating model without impacting scalability and efficiency. 

  • Develop & design testing scenarios and test plans for changes that can be leveraged at later stages for other change activities.

2. Build a strong framework and governance structure that focuses on risk mitigation, definition of roles and responsibilities as well the monitoring of KPI’s and KRI’s.

  • Identify any risks regarding changes and current processes, developing strategies to overcome or address these.

  • Gain an understanding of where our processes deviate from our standard product offering (and create centralized matrix of all manual processes).

  • Assessment and consistent improvement of the operational checks and controls in place to ensure errors are kept to a minimum as the business grows. For example:

    • Ensure the operational procedures are well documented and designed to ensure segregation of duties.

    • Designing of checks and controls for new products created and pushed to operations by the product team.

3. Demonstrate strong leadership attributes and help drive change and transformation through people and processes.

  • Represent the different functions of Fund Admin in internal project and change meetings (including migrations). With both internal and external stakeholders.

  • Lead all operational change initiatives and ensure that the perceived benefits are realised (through metrics and measurement).

  • Develop/define escalation processes between regions that impact Australia (Singapore, Malaysia, India, NAM and EMEA).

  • Communicate strategies and objectives with all functions.

  • Help remove the siloed functional approach (we are one team). 


  • 10+ years of Funds Industry experience across the product range.

  • Have detailed knowledge of the industry and sub functions.

  • Excellent written and verbal communications skills with the ability to communicate and influence at all stakeholder levels.

  • Self-starter, proactive and result driven.

  • Ability to develop strong relationships within the company and with third parties.

  • Ability to understand complex processes and break them down into components to assess associated operational risks.

  • Excellent attention to detail skills.

  • Ability to set and meet objectives.

  • Ability to think “outside the box” and to challenge the status quo.

  • Strong analytical and problem-solving skills.

  • Time management skills and ability to multitask.

  • Ability to exercise good judgement by analyzing the pros and cons relevant to each decision and knowing when to seek guidance and/or stakeholder input.


  • CA or CPA qualified

  • Bachelor of Commerce degree or equivalent


Job Family Group:

Operations - Transaction Services


Job Family:

Fund Accounting


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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