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VP Consumer Operations CSC

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  • Banking & Finance
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Job Details

The successful candidate will be responsible to lead Liability Operations (Account Maintenance & Account Opening, Funds Transfer, Customer Service Operations, Investment Operations, Card Operations, Projects and Process Management with a mandate to optimize the operating model to support business and product expansion. The incumbent will also be responsible for the management and leadership of approximately 150 FTEs. Business/ Department Objectives Create a Center that is source of talent and delivery excellence. To be the best in class Consumer Operations Center in Asia through ownership and accountability. Accountable for the overall management of site operational activities, including providing top-level guidance and direction to the department. Core ResponsibilitiesLead the team to meet business objectives by developing talent.Work with seniors/stakeholders to solve and design new processesEnsure a Pristine Control Environment - All operational risks to be assessed and mitigated, and control / audit issues actively managed to resolution.Monitor and track expenses to planStrong understanding of applicable regulations and compliance with same.Employee initiatives VOE, address people issues, effective on-boarding and training, staff has clear goals and expectationsEffective Communication for both internal and external stakeholders providing regular updates on the Operations. Develop strong working relationship between the Consumer Ops site team.Effective escalation procedures to raise potential reputational risks and franchise issues, maintain a robust COB planDay-to-Day Responsibilities Define and track metrics for performance measurement, service levels and monitoring key triggers for early warning signalsBuild and maintain effective communication channels between employeesDrive initiatives to enhance Client experience and improve operating efficiency and productivity through re-engineering and process improvements by actively identifying opportunitiesRegular tracking and de-risking processes from Fraud, Operational, regulatory and Information security risksKey DeliverablesMeet expense planPass all Internal and External Audit reviewsEnhance Client ExperienceAttract, Develop and Retain Talent Qualifications Experience 10-12 years of which 5-6 years in Operational process management in Retail Banking Operations.Very good understanding of branch facing processesLeading and managing large teams for 2-4 years. Track record of building teams, managing employee motivationCompetence in Risk & Control, detailed knowledge of Citi policies and procedures, ability to identify and mitigate emerging risksExperience in Branch operations is preferredSkills People and Process Management, Communication skillsLeadership stills; strong communication and presentation / public speaking skills;Team building - Ability to manage diverse teams, conflict managementExecution skills (Quick thinker who can take strategic decisions to implement, ability to prioritize; analytical thinking and attention to detail)Ability to handle pressure, Strong interpersonal skills required for frequent multi-level interactionKnowledge of Investment & Insurance Operations
Degree: CA (Chartered Accountant) | MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 10-12


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