Citibank Branch Ops Senior Supervisor, AVP

The Branch Operations Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. Work affects an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• Responsible for providing support for operations activities in the Branch Channel segment

• Day-to-day focus is on resolution of complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes

• Full ownership for one or more processes, reports, procedures or products, and may also be considered analytical or procedural experts representing a unit or team on cross-function process or project deliverables

• May have indirect oversight over a small team of individual contributors

• Full supervisory responsibilities. including duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding 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:

• 5-8 years relevant experience

• Knowledge of Corporate / Retail Banking operations.

Education:

• Bachelor’s/University degree or equivalent experience

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

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Overall Purpose: To provide accurate service to customers and perform prudent financial transaction to ensure excellent customer service is delivered.  To assist the Cash Manager &/or Branch Operation & Service Manager (BOSM) with day-to-day operations within the branch.

Compliance & Controls (40%)

• Exercise care and diligence in the course of duty for detection of forgery, fraudulent transaction, money laundering, etc. 
• Comply with Citibank policies and procedure to ensure security of the bank’s and customers’ assets.
• Ensure transactions performed OTC are adhered per Local and Regional policies and guidelines : i. Compliance to local regulatory guidelines eg. ECM, form P & R and etc, ii. AMLA  & iii. US Sanctions policies
• To ensure immediate credit is within the approval limit
• Work closely with the BOSM or Cash Manager in periodic reviews to improve process efficiency and productivity
• Branch Governance / BCRI rating : Green
• Be audit ready at all times and pass all internal & external audits without any major findings
• Perform all required “checker” functions and “ day 2” checks
• Assist to provide accurate daily MIS reporting on transaction volume

Process Management (20%)

• To ensure branch operational processes are properly understood with appropriate controls in place all the times e.g. Assist in Manager’s Control Assessment (MCA)
• To be involved in investigations relating to cash transaction / service
• To ensure all daily process control checklists (or similar) are properly maintained and any escalate issues in a timely manner
• To ensure the coordinate and support satellite branches e.g. FT application, CIT and Sundries handling
• Ability to switch between maker and checker functions / profiles when need arises
• To assist in Vault Management, Alarm Management, CCTV Management, Record Management , CQM management, ATM/CDM management and etc.
• To ensure accurate posting on customer accounts, GL entries, daily balancing of cash and etc. 
• Focus on process efficiency and customer service experience by driving process simplification and enhancement.
• Cash Threshold Reporting (CTR) to BNM via FINS. Manger to review and perform submission.
• Regulatory Change Management - Support manager to perform impact assessment on change to Regulatory policy or guidelines.

Clients (30%)

• Perform financial transaction over the counter that includes encashment, deposit, withdrawal, remittance, and etc.
• Handle customer enquiries and refer leads to appropriate distribution channel 
• Establish relationship with customers and build their satisfaction and loyalty to Citibank
• Resolve customer complaints and issues efficiently to minimize business and franchise impact, escalating to Cash Manager or BOSM is necessary
• Monitor quality, timeliness  and queue of customer service delivery to ensure client satisfaction
• Maintain attentiveness to potential “ red flag” issues associated with AML or fraud
• NPS ranking (Transactional Banking) of 1

Knowledge Management (10%)

• Keep conduct, banking operations and legal compliance knowledge up to date
• Awareness of company policies and procedures
• Keep up to date with bank systems and technology

Cash Officer

• Supervisors Tellers
• A vault custodian
• Manages Teller counter services including customer complaints
• Approves counter transactions if the transaction hits override conditions
• Supports on-the-job training programs for new staff and Tellers
• Acts in place of the counter services during staff absence
• Trains the staff to ensure compliance with BNM guid

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Job Family Group:

Operations - Core

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Job Family:

Branch Operations

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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