Hong Kong and Macau TTS Client Operations Head
Citigroup Inc
Hong Kong


  • Actively engage with TTS business, Coverage and other functions to provide strategic direction from an TTS Client Operations perspective;
  • prioritizing technology innovation for TTS Operations, maintaining a strong focus on the delivery of high quality customer services through TTS CO processes and platforms that are reflected in high degree of customer satisfaction

  • Managing human, processing and system resources to maximize quality and quantity of service while managing cost effectively
  • Take a leadership role in exploring and developing key themes within TTS Client Operations such as re-engineering through LEAN, optimization, centralization, RPA, straight-
  • through-processing and outsourcing, leveraging organizational resources within and outside TTS Client Operations to drive and implement these initiatives

  • Maintain a strong control and compliance environment throughout the TTS Client Operations organization that can rapidly adapt to changes in the regulatory and compliance environment;
  • proactively escalating addressing all issues timely and competently through the drafting, implementation, and tracking of relevant Corrective Action Plans (CAPs)

  • Maintain permanent controls readiness, an effective control and compliance environment in all departments
  • Support regional and country financial and resource goals and actively delivering on TTS Client Operations expenses and FTE
  • Develop a management team of direct staff that are best-in-class in their respective roles, and manage a diverse pool of Operations human resources, establishing succession plans to ensure business continuity
  • Promote a conducive and inclusive work environment marked by high morale, team spirit, diversity and meritocracy driven, throughout the TTS Client Operations organization supporting Employee Satisfaction activities and related indicators
  • Qualifications

  • Be a strong manager with significant experience in managing and understanding organization at a country or regional level
  • Superior people leadership / management skills
  • Ability to learn quickly and work under pressure and able to manage effectively in a matrix environment
  • Excellent communicator (written and oral) in English. Cantonese & Mandarin skills preferred
  • Proven leader by clients and staff with the ability to define strategy and provide inspiration
  • Excellent prioritization, organization, coordination and time management skills
  • Customer oriented. Able to deal with internal clients in a positive manner and help deliver solutions that benefit the business
  • Strong influencing and negotiation skills. Ability to explore alternatives and positions to reach outcomes that are supported and accepted by various parties
  • Proactive and dynamic with strategic mindset. Able to identify and resolve issues quickly and effectively
  • Ability to work effectively in situations requiring analytical, interpretive and problem solving skills
  • Analytical skill and experience in process improvement. Good knowledge of process, productivity & must be knowledgeable in system
  • In-depth knowledge of TTS products (i.e., Payments, Trade, Receivables, Cards, Service, Account Services, etc.) and the operation activities aligned to delivering them as well as general understanding of TTS Technology
  • Ability to quickly understand local legal and regulatory requirements, and exposure to regional / global regulatory requirements, and a strong aptitude to design process and people to comply with them
  • Experience in control, quality management and re-engineering
  • Degree in Business, Finance, or Operations Management
  • Travel

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