Purpose of the Role – Why does this role exist, what value does it add?
To assume responsibility for business delivery for their respective processes.
To continuously evaluate service quality, service levels and processes to determine newer and more effective delivery mechanism.
To create an environment that drives learning and knowledge.
To take decisions / provide decide support on key issues relating to people, process, audit policy inputs and risk & control.
To have regular engagement with stakeholders to share updates, discuss issues and provide solutions.
To create a governance methodology for the generation & implementation of process improvements.
To create respect, trust and transparency within the team.
Key Responsibilities – Provide an outline of the key responsibilities required as part of this role.
Strategic Progress
Developing and delivering strategic goals
Strategic Planning: Define and implement the Transfer Agency Operations strategic plans, across multiple dimensions – customer offering, Value creation, Nearshoring, Collaborate and partner with executive colleagues across the businesses and the Group to deliver long term value creation. Ensure strategies take account of economic, market and regulatory changes
Business Model: Ensure the management teams across Transfer Agency operations functions and regions are set up with unambiguous accountability for front to back ownership of the business.
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Governance: Create and maintain an effective and efficient governance structure across TA Service delivery, based on the principles of “Less is More”
Culture: Define, drive and shape the culture of the business to embed strategic goals throughout all levels: client focus, high performance business, strong control, engaged and empowered workforce, etc.
Business Delivery and Financial Performance
Setting clear, measurable near term financial goals and deliverables
Financial Delivery: Ensure TA Operations delivers acceptable financial performance within acceptable risk parameters, Minimising financial losses and optimising work force to leverage higher productivity
Efficiency and Value Management: Drive disciplined value management and a culture of cost consciousness and operational excellence across the team
Client Focus
Meeting and exceeding Client and stakeholder expectations
Client Focus: Set the tone from the top by promoting client focus throughout strategy, communications and client engagement. Ensure client focus in built into TA Operations culture.
Customer Delivery: Ensure all staff within the process / department are accountable for their delivery of commitments to CITI customers
Reputation: Build, safeguard and uphold the reputation of CITI Group across all stakeholders: investors, press, politicians, public, staff, clients, brokers, etc.
Regulatory Relations: Act as senior interface for the department as required with regulators, and auditors, etc. Ensure relationships are open, transparent and in good faith
Risk, Efficiency and Control:
Setting clear goals, internal controls, risk management, business efficiency, improvement and effectiveness
Supervisory Culture: Supervise direct reports and their activities effectively, including effective record keeping and documentation of key people issues. Ensure direct reports and management teams are competent and have clearly defined responsibilities, both collectively and individually in line with the five pillars of supervision excellence:
Tell employees what their jobs are
Tell them how to do their jobs
Show them how to do their jobs
Test that they have done their jobs properly
Incentivise for the job they have done
- Line of Defense:
Complies with relevant Group Policies, testing and certifying (or considers and escalates) the adequacy and effectiveness of the business’s controls on a regular basis.
Establishes and documents (or follows and/or maintains) operating procedures which include relevant controls to meet Group and local policy requirements.
Establishes and owns a governance structure for identifying and managing risk, and for defining and approving an appropriate Risk Appetite^
Establishes and maintains risk assessments to identify and assess the material risks that arise in the area of responsibility^
Liaise with auditors and regulators to provide necessary information and support
Conduct Risk: To be accountable for ensuring you understand, uphold and promote the Conduct Risk standard pillars:
Employee Conduct
Corporate Conduct
Market Conduct
Conduct Towards our Customers
Risk Culture: Set the tone from the top by promoting appropriate business and risk aware behaviours and requiring compliance with all statutory and regulatory requirements and RBS Group policies
People Management: Goal setting around team management, style, training and others
Performance Management: Comply with HR performance processes by setting objectives for all direct reports and conducting mid/full year performance reviews
People development: Ensure to take active roles in the development of people, attracting, retaining and developing talent. Build capability, robust succession plans, talent management and improve working environment. Encourage mobility across functions and geographies
Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
Resource Management: Ensure to take accountability for deployment and planning of people resource across the business.
Contribute to fostering a collaborative and inclusive culture within the Bank which promotes collective responsibility, diversity and is free from biases
Strategic Vision: Ability to align the team's objectives with the broader goals of the bank, ensuring long-term success and sustainability.
Analytical Excellence: Strong analytical and problem-solving skills to provide accurate financial insights and drive informed decision-making.
Effective Communication: Excellent communication skills to effectively interact with various stakeholders and articulate complex financial concepts clearly.
Integrity and Accountability: Commitment to maintaining high ethical standards and accountability in all financial reporting and control processes.
Collaborative Leadership: Ability to foster a collaborative environment, working seamlessly with different departments and stakeholders to achieve common goals.
Adaptability and Resilience: Capacity to adapt to changing financial landscapes and regulatory requirements, demonstrating resilience in the face of challenges.
Innovative Thinking: Encouraging innovation and continuous improvement within the team to enhance financial controls and processes.
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Experience – What previous experience is required for the role?
Essential
Desirable
10 + years’ experience in International Bank/Financial institution with at least 8 years in Transfer Agency
Proven ability to build, maintain and enhance relationships at all levels including interacting effectively with key Support areas (Finance, Middle Office/ Front Office, Technology, HR, etc).
Proven track record of delivering results.
Ability to develop an environment where continuous improvement is an integral part of activities.
Ability to create a culture that will facilitate productivity and ensure quality.
Experience in project management and process re-engineering
Management of an Operations/Middle Office department or similar environment.
Technical Capabilities – What are the specific skills, knowledge and abilities required for the role?
Essential
Desirable
Strong leadership, planning and prioritisation.
Good and proven people management skills.
Excellent communicator at all levels with good presentation and negotiation skills.
An advanced understanding of investment banking products and Operational Risk management
Able to offer flexibility, whilst ensuring governance with local practice
Deep understanding of Operations processes
Ability to manage across cultural boundaries
Ability to work under pressure and to tight deadlines
Excellent PC skills (MS Word, Excel, PowerPoint)
Able to work independently and as part of a team
Ability to work under pressure and to deliver against sometimes very short deadlines
System Proficiency – What System proficiency levels are required for this role
Essential
Desirable
Microsoft Office 365
Hands on experience on Excel / PowerPoint
Investran/MFTA /GTAS/ PAXUS / TLM / PEGA
Qualifications – What training or qualifications are required for the role?
Full time ------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above. ------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
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