Citi Head of Core Consumer Operation in Jakarta, Indonesia

  • Primary Location: Indonesia,Jawa,Jakarta

  • Other Location: Asia Pacific, Europe, Middle East, and Africa, Latin America; Canada

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17045032

Description

Job Description:

  • The person will be responsible for leading and managing over 180+ FTE’s with responsibility for managing Core banking and cards operations. The role will require knowledge and expertise across the operational spectrum. The holder of this job will need to interact with various business seniors very frequently

  • Lead Consumer Operations strategy and execution in country while collaborating with region

  • Manage and coordinate activity with stakeholders in all aspects of Consumer Operations; especially interaction with the Consumer Business Manager and SCOO

  • Make ‘remarkable’ service delivery an integral part of operating culture with specific responsibility for customer service levels and complaints management

  • Dive and execute against identified Lean projects

  • Manage, optimize and control budget of $ 6MM+ Monitor efficiency and drive productivity saves and re-engineering within the operations units and track actions through to resolution

  • Compliance: ensure all actions are executed in accordance with Citi policies and procedures, complying with statutory regulations and laws and ensure enhancement and maintenance of internal controls to reduce/control risks and to improve operations standards

  • All operational processing i.e. all aspects of operations from account opening to statements

  • Interface with Technology partners

  • Undertake ad hoc projects as requested

  • Manage critical transformational projects

  • Take ownership for people management practices to ensure excellent employee experience in the course of the entire employee life cycle (e.g. regular team and individual dialogues, training, coaching, other development opportunities, “Voice of Employee” actions, etc.)

  • Keep managers accountable for the short and long term career and development of all staff

  • Ensure robust talent management, succession planning and diversity plans are in place

Qualifications

Qualifications:

Knowledge/Experience:

  • The successful candidate will have substantial experience in Citi Operations management

  • Experience in financial management in terms of budgeting/forecasting, expense management and product allocations

  • Experience of working in a process-driven environment

  • Experience of interacting with a demanding customer-base at senior levels and ensuring credibility is maintained through solid delivery against commitments

  • Experience of managing and coordinating customer support delivery in a time-critical environment with tight SLAs

  • Experience of a financial services environment as well as a Risk and Controls environment

  • Demonstrated people leadership/management

Skills:

  • Excellent interpersonal, communication, leadership and management skills

  • Will be highly-motivated, strong performer

  • Strong organizational and follow-up skills and the ability to multi-task effectively in a high-volume environment

  • Customer orientated

  • Proactive, ability to use own initiative and take lead to devise creative solutions

  • Should demonstrate a commitment to quality and attention to detail

  • Strong problem-solving skills and analytical approach

  • Strong communication, both written and verbal

  • Strong controls orientation

  • Strong influencing skills and ability to work in an environment where priorities are frequently changing