TTS Client Operations Head – Egypt

Job Purpose:
The position covers TTS Client Operations and will be responsible for leading
& managing approx. ‎75 Staff.
The holder of this job will be a member of the MEA TTS CO Leadership Team, the
Egypt Franchise Management team and will interact with various business
seniors at Egypt, cluster and regional level.
The position will include oversight of all TTS Client operations in the Egypt
Franchise.
* Leadership and Management of all functions within TTS CO.
* Responsible for performance and development of all department/unit heads within Egypt TTS CO, ensuring the focus on resource / capacity management, people development and team building to prepare successful pipelines for their functions/products.
* Accountable for working with all department/unit heads, team leaders and employees in TTS CO areas as well as non-TTS CO areas to ensure successful Regulatory and Audit reviews within the Egypt Franchise, ensuring full Compliance with local policies and regulations.
* Maintaining close and successful interaction with local Regulators, Central Bank, Governments and Auditors
* Develop, manage and sustain Operations and Service in the Egypt Franchise aligned with the business objectives and strategies.
* Maintain robust and complete oversight and ongoing monitoring of all core processes done in-Egypt or that are outsourced or offshored.
* Responsible for identifying issues and resolving them proactively, resolving escalations within Egypt Franchise to ensure safety & soundness as well as high quality of services and client experience.
* Driving expense budget and other financials and metrics for TTS CO to achieve strategic targets set
* Will be responsible to develop and foster a robust, highly control focused environment. Will also be responsible for ensuring that full end to end knowledge of processes and overall impact to our clients is understood throughout the group, to enable a control and result focused outlook
* Collaborate with peers and Egypt management in designing and implementing programs to improve client satisfaction, operational efficiency and team effectiveness
Job Background / Context :
Egypt TTS Client Operations is a function incorporating various sub functions
viz. ASO, P&R, Service, Trade, Commercial Cards and DCS The population is
approx.‎38 people with a direct expense budget of approximately $‎1.8MM and
supporting an annual revenue base approx. $‎60.8MM.
The function provides the leadership to ensure that;
* Egypt Franchise and its leadership receives the support and partnership that is required to deliver its goals and strategies.
* TTS CO in the Egypt Franchise delivers effective, productive and safer services at a competitive cost and in a manner that is consistent with supervisory requirements, Citi's policies and local regulations.
* Global and regional strategies pertaining to TTS CO are implemented in the Egypt.
* Regulatory engagement / interactions in a complex environment which mandate for the TTS CO Head to be actively involved in all local regulatory relationships, risk management and internal controls to ensure compliance with all Regulatory requirements in the Egypt
* Foster active engagement with clients and ensure quality service delivery / advocacy for overall positive client experience
* Egypt TTS CO works on an outsourced model and is primarily outsourced into different CSCs (like Poland, Hungary, Ireland, India) and other 3rd party service providers.
Key Responsibilities:
* Effectively leading and managing all TTS CO functions/in-Egypt coordination of Ops, Tech and any shared services.
* Manage close working relationship with all Egypt franchise business and product partners to provide direction from TTS CO perspective, to ensure adequate operational support across the franchise, in line with business strategy & objectives and with EMEA O&T goals.
* Manage effective relationships with local market partners / institutions (eg. Regulators, Governments, Cash Clearing house, Central Bank, Securities Clearing and settlement etc) and participate in professional forums (local Banks Associations), in TTS CO related strategic discussions and programs /projects implementation locally.
* Accountable for delivering local Regulatory reporting and the Regulatory control matrix (RCM) including, identifying and implementing all changes to laws/new regulatory requirements related to business area and that the branches are run within legal and regulatory guidelines, including internal policies and procedures.
* Support the delivery of high quality customer service through efficient processes and platforms that are reflected in high client satisfaction.
* Drive the digitization & Client empowerment agenda
* Accountable for the delivery of TTS CO initiatives /projects and active contribution to business driven projects.
* Ensuring that both local and outsourced processes are well controlled, ensuring safety and soundness of the Egypt operations in partnership with regional teams, EMEA CSCs and service providers. Coordinate outsourced / offshored services from a control, quality and cost perspective in line with Outsourcing Governance Policy & Regulatory requirements.
* Maintain a strong control and compliance environment, focus to reduce operational risk; management of the O&T GRC; satisfactory audit ratings and contribution to successful audits for franchise and partner businesses; identification and addressing TTS CO issues timely and completely through CAPs.
* Active participation in Egypt governance committees, where relevant and applicable, such as (but not limited to) BRCC, Third Party Committee and proactively escalate any potential franchise issues.
* Managing Production Support oversight to a high standard.
* Train and develop the team to build a team of high morale, ethics and professionalism; focus on talent development and retention, engagement, diversity, proper capacity in line with business needs; create a working environment of meritocracy and team spirit that can be measured through VOE results. Ensure effective management and coordinate TTS CO to meet business needs and capacity requirements
* Leading and guiding the efforts of team in the Egypt in exploring and developing key best practice themes within TTS CO such as straight-through-processing, outsourcing, leveraging organizational resources within and outside TTS CO to drive and implement those themes.
* Accountable for minimising operating losses & Potential Loss events through proactive issue identification and mitigation.
* Actively review financials, support Egypt financial and resource goals and actively deliver on TTS CO expenses and FTE within budget.
* Define an effective Crisis Management and ensure that the COB plan is timely maintained and tested
* Accountable for addressing and resolving escalations from the market in Egypt
* Development of the succession planning for their successor and their two downs.
* Responsible for cascading of communications from regional and Egypt franchise heads to the TTS CO team making sure there is awareness and countries are well informed. Also supporting escalating needs of the countries to regional partners
* Maintain extensive accountability from a legal vehicle and Egypt TTS CO perspective
* Work closely with Regional & Cluster leads to ensure alignment of both local and regional strategies for both businesses and functions.
* Responsible for alignment and local execution of Global / Regional initiatives
* Create and lead a metric driven Client Operations unit
Knowledge/Experience:
* In-depth knowledge of operations policies and procedures
* Experience in Egypt TTS CO function roles or in a similar scale role.
* Superior skills to continually measure, enhance and optimize operations related functions
* Ability to fully comprehend and impact the 'full picture' along with other key players in other functional areas and Egypt Franchise
* Very good knowledge of core Citi Systems
* Excellent knowledge of internal Compliance requirements and MCA/GRC process
* Experience in budget management
* Knowledge of Continuity of Business process
Skills:
* Excellent people management and leadership skills to manage diverse teams
* Negotiation and strong influencing
* Excellent interpersonal and communication skills
* Analytic thinking and problem solving
* Coaching and training
* Teamwork and ability to motivate
* Strong Risk & Control awareness and knowledge of control practices
* Fluency in English & Arabic (preferred)
Development Value:
With primary responsibility for oversight the Egypt TTS CO fields, other
support services and hub-like activities, the job provides a significant
potential to gain & improve people management, team building, strategic
thinking, problem solving skills as well as in-depth knowledge of
products/processes, technology, support services, widen managerial breadth and
interface with the senior management of the franchise, MEA Cluster and EMEA
TTS CO regional level. It will also give an opportunity to closely interact
with senior management in a challenging environment as well as develop
interpersonal and managerial skills.
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Job Family Group:
Operations - Transaction Services
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Job Family:
Cash Management
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Time Type:
Full time
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