Ops Sup Supervisor

Objectives:To manage a team of processors responsible for Account Instruction, Documentation and Report reviews.

Core Responsibilities:
1.Execute Citi’s performance development framework responsibilities for directly managed staff.
3.Understand and act on key Account Opening drivers. Proactively monitor service standards to improve compliance and the quality of the services provided to customers.
4.Identify current and potential process weaknesses, and take appropriate action to eliminate and improve quality and process timeliness.
5.Manage and resolve exception matters escalated by internal departments, consistent with Citi policy and aligned to the desired customer experience.
7.Ensure the business unit adheres to the unit policies and procedures and Citi standards
8.Manage accurate and relevant MIS, Incident reporting and facilitate necessary analysis of process data for team improvement

Day-to-Day Responsibilities:
1.Engage directly with the respective Citi Australia Offshore Services Process Manager for change management and escalation activities.
2.Ensure the responsible controls for Account Opening are being adequately monitored and tracked for unit adherence. Develop and document action plans for issues and failures as required.
3.Develop strategies to achieve the unit KPIs, improve processing standards and motivate the team to deliver a customer experience that is professional and timely.
4.Investigate and respond with root cause analysis for escalated matters and management concerns as they arise.
5.Identify coaching opportunities and provide feedback to direct reporting staff.
6.Create, update and collaborate on documented procedures for the team. Ensure effective training and cascade of changes to agreed timelines.

Key Deliverables:
1.Service Levels/ TATs / KPIs are met and/or exceeded individually and the unit as a whole.
2.Responsible controls are executed and adhered.
3.Customer experience is managed to the expectations of the organisation.

Education: Bachelor’s/MBA degree

**Experience**:
1.6-8 years of which 4-6 years in Operational process management in Banking Operations
2.Should have good comprehension skills & be attentive to details
3.Should have good communication skills
4.Should be able to make sound decisions based on information on hand
5.Customer oriented
6.Good good understanding of branch facing processes
7.Managed a team for 1-3 years
8.Competence in Risk & Control, detailed knowledge of Citi policies and procedures, ability to identify and mitigate emerging risks

**Skills**:1.Knowledge of Microsoft Office Applications (Excel, Word, PowerPoint)
2.Good oral and written communication skills (call outs to customers)
3.Good customer service skills, service oriented
4.People and Process Management, strong Communication skills
5.Team building - Ability to manage diverse teams, conflict management
6.Ability to prioritize; analytical thinking and attention to detail
7.Ability to handle pressure, Strong inter-personal skills

Professional Attributes
1.Able to maintain good rapport with peers and supervisors
2.Values attendance and punctuality
3.Strictly observes deadlines and cut-off times

Personal Attributes
1.Good comprehension skills
2.Has decision-making abilities
3.Organized and systematic
4.Hardworking and patient

Other:
1.Incumbent will be required to work a shift that incorporates Australian Business hours
2.Incumbent will be required periodically to assist with system testing for technology upgrades and Business Continuity Planning (BCP). Some testing will occur on weekends.
- **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.

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