The Consumer & IPB  Operations Head role in the UK is responsible for driving the Operations processes with primary focus on Client Experience, Efficiency, People and Risk & Controls.  The role is responsible for managing the execution of all operations processes across Core Operations, Investment Operations & Transaction services, Contact Center, Collections, Fraud Operations, BISO and Controls. This role engages and drives performance across teams in  multiple geographies.

As part of the Consumer Banking business leadership team, the role would also involve working closely with different functions and legal vehicle of the business to drive business growth and market leading propositions.

The job requires a broad and comprehensive understanding of the Consumer banking and Wealth Management business delivery processes  as well as practical experience of multiple business cycles. Knowledge of the industry and direct competitors' products/services is also necessary in order to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the business, combined with a conceptual/practical grounding in both the function and/ or area of expertise.

Excellent communication skills required in order to influence a wide range of audiences. The job is likely to be involved in both internal and external negotiations.  The role has end to end  responsibility of all Consumer Operations in UK including management of people, budget and planning. Has authority to negotiate and make independent decisions on issues/activities that have critical impact or influence on company financials or business operations.

This role has also been identified as a delegate to a Senior Management Function ( referred to as the “Senior Manager”) pursuant to the FCA and PRA Senior Managers Regime.  In this regard, the Senior Manager will delegate certain activities commensurate with the role.  Where this is the case, the incumbent  will be required to take appropriate steps to ensure that the Senior Manager is provided with regular updates and kept informed on matters including those related to risks and controls in relation to  the delegated activity and make sure  there is timely escalation to the Senior Manager.     

The Senior Managers Regime is one element of the FCA and PRA Individual Accountability Regime which came into effect on 7 March 2016. Under the Senior Managers Regime, certain Citi entities must ensure that employees working in certain roles, designated as a Senior Management Function, where the individual is referred to as a Senior Manager, are assessed as fit and proper to carry out their role. As a Senior Manager the appointment must be pre-approved by the FCA and/or PRA before performing any regulated activity. Under the guidance provided by the FCA and PRA, firms should have regard to the following when assessing fitness and propriety:

• Honesty, integrity and reputation
• Financial soundness
• Competence and capability

Responsibilities:

• Develop and implement a model that delivers a predictable and sustainable Service Delivery experience
• Identify and actively drive efforts to improve the client experience while embracing and supporting the mission of the franchise
• Complete Operational or Business ownership in the rapidly changing functional areas. Key performance indicators would include Client experience metrics like NPS, Turnaround time; Expense and Productivity including driving digitization; Risk & Control deliverables and Talent attraction, development and retention.
• Appropriately assess risk when business decisions are made, with consideration for the firm's reputation, its clients and assets, by driving compliance with applicable laws, rules and regulations.
• Role entails significant vendor oversight responsibility to ensure appropriate levels of service delivery.
• Collaborates on medium to long-term planning for broad issues affecting the business
• Manages resource supply and demand; may include hiring, staffing and maintaining a diverse and effective workforce
• Serves as internally recognized Ops subject matter expert that influences the way things are done
• Evaluates subordinates’ performance and makes recommendations for pay increases, hiring, terminations and other personnel actions
• Establishes strategic plans for the function
• Demonstrates thorough knowledge of how own function integrates within the overall organization to contribute to achieving business goals and contribution to CUKL board meetings
• Requires a good working knowledge of the industry
• Influences and negotiates with senior leaders (across functions); may communicate with external parties
• Third party and outsourced vendor – Governance of key suppliers
• Interface with Technology support groups to manage demand fitment and quarterly release
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding CUKL and Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards

Qualifications & Skills:

• 15+ years of relevant experience
• Experience in senior financial services leadership
• Demonstrates effective influencing & relationship management skills
• Proven execution skills and ability to drive results in a Business/Operational organization.
• Driving thought leadership both within the Operations organization as well as with the Country / Business senior leadership team

Education:

• Bachelor’s/University degree (Master’s degree preferred)

** This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.