Manager:

The successful candidate will be responsible for Account Maintenances, Report and
Documentation reviews and leadership of 20-25 FTE

Objectives:

To manage a team of processors responsible for Account Maintenances, Documentation

and Report reviews

Job Family Name: Operations

Job Family Description:
Individuals in this job family are involved in providing day-to-day operational support. Activities
include implementation support, administrative and operations coordination for the various
products, programs and services offered by the business. Product management includes
expanding Operations capabilities for new products and services. The job family facilitates
alignment of the operations support infrastructure with focused technologies and processes.
Includes user acceptance testing and platform rollouts. Individuals in this job family serve as
liaisons between operations staff, product managers, relationship managers, portfolio managers,
custodians, and clients. This job family would also include support activities dealing with
record/documentation maintenance, storage & retrieval, account opening, imaging and
administering/maintaining client accounts.
Roles/Responsibilities:

Exercises full leadership and supervisory responsibility over medium sized Operational
Support team (typically up to 25)

Deals with variable operational issues with potentially broader business impact

Occasionally handles complex and exceptional/unusual situations with broader

departmental impact

Evaluates subordinates' performance and makes decisions for staffing, pay increases,
promotions, terminations, etc.

Recommends and executes new work procedures for operations team supervised and area
supported

Maintains appropriate staffing requirements to meet operational needs. Applies in-depth

knowledge of operational procedures, concepts and team objectives and has a good
understanding of how team integrates with other areas

Makes evaluative judgments to solve problems based on analysis of factual operations

information; resolves problems by identifying and selecting solutions through the
application of acquired technical experience and guided by precedents

Ensures the quality of tasks provided by self and operations team managed

Impacts the team and closely related work teams by influencing decisions through advice
or facilitating services; accountable for end results

Communicates with tact and diplomacy in order to exchange potentially

complex/sensitive inform

Acts as backup for manager

Individual Contributor / Manager: Manager

Key Deliverables:

Ensure day to day operations are performed according to agreed SLAs

Key metrics reporting

Manage defects and operational losses

Education: Bachelors/MBA degree

Experience:

8-10 years of which 4-6 years in Operational process management in Banking Operations

Should have good comprehension skills & be attentive to details

Should have good communication skills

Should be able to make sound decisions based on information on hand

Customer oriented

Good good understanding of branch facing processes

Managed a team for 1-3 years

Competence in Risk & Control, detailed knowledge of Citi policies and procedures,
ability to identify and mitigate emerging risks

Skills:

Knowledge of Microsoft Office applications (Excel, Word, PowerPoint)

Good oral and written communication skills (call outs to customers)

Good customer service skills and service-oriented

People and Process Management and strong communication skills

Team building - ability to manage diverse teams, conflict management

Ability to prioritize; analytical thinking and attention to detail

Ability to handle pressure, Strong inter-personal skills

Professional Attributes:

Able to maintain good rapport with peers and supervisors

Values attendance and punctuality

Strictly observes deadlines and cut-off times

Personal Attributes:

Good comprehension skills

Has decision-making abilities

Organized and systematic

Hardworking and patient

Assistant Manager: The successful candidate will be responsible for Account Maintenances,
Report and Documentation reviews and leadership of 12-15 FTE.
Objectives:To manage a team of processors responsible for Account Maintenances,
Documentation and Report reviews.
Core Responsibilities:

Lead a team to meet business objectives as required by the agreed SLA

Ensure a Pristine Control Environment

Ensure compliance with all regulatory requirements and internal Citi policies

Good understanding of applicable regulations and compliance with same.

Employee initiatives/Employee Engagement

Effective Communication with internal and external stakeholders

Day-to-Day Responsibilities:

Track metrics for performance measurement, service levels and monitoring key triggers
for early warning signals

Build and maintain effective communication channels between stakeholders

Drive initiatives to enhance Client experience and improve operating efficiency and
productivity through re-engineering and process improvements by actively identifying
opportunities

Regular tracking and de-risking processes from Fraud, Operational, regulatory and
Information security risks

Key Deliverables:

Ensure day to day operations are performed according to agreed SLAs.

Key metrics reporting

Manage defects and operational losses