Citi Looking for UAE Operations & Technology Head at United Arab Emirates Full Time

The Job is a senior management role as the head of O&T for UAE being a member of CCC, BRCC and various other management and oversight committees.
The role is responsible for entire O&T functions of UAE franchise which has existed for more than 50 years. The franchise consists of all main business segments (ICG, PWM, CCB) with a strong growth strategy. Except some of the local operational activities (such as cheque clearing) all other operational activities are mainly outsourced to TCS and CSCs.
There are four legal vehicles existing in UAE as Citibank N.A. (onshore Legal vehicle) where all banking functions performed under, Citigroup Global Markets Limited which is ruled under Dubai Financial Services Authority (DFSA) in DIFC and Citibank N.A. DIFC branch as well as Citibank NA ADGM (Abu Dhabi) which is used for off shore bookings.
The UAE O&T Head role will be covering all these legal vehicles to the extent of O&T areas need to involved in. The O&T Head will need to be a part of the UAE Local Regulatory Bodies such as Central Bank UAE and United Banks Federations UBF.
Job Purpose:

• Setting the strategy and goals/priorities for UAE O&T being aligned with franchise, cluster and regional functional strategies considering Performance Management Standards (What and How).
• Building up human resources & talent strategy for a strong and diverse O&T team across functions.
• Lead overall Operations and Technology in line with the business objectives and strategies for the entire UAE O&T franchise.
• Manage and oversee of all core processes that are outsourced or offshored for UAE O&T.
• Implement a proactive risk & control frame for UAE O&T fields.
• Maintain close interaction with external auditors and regulators and be the main face to them for all O&T matters representing UAE O&T and franchise when needed.
• Manage human, system and other resources to maximize quality and quantity of service.
• Represent UAE O&T in relevant country and cluster committees and meetings.
• Interact and collaborate with business/product partners, geography partners and regional functions for improving operating frame, resolving issues, innovating new services and maximising the quality of service and client experience.
• Be the agent of transformation of existing structure into a more productive, efficiently controlled, more digitalized/less human dependent and metrically managed one.

Key Responsibilities:

• Developing, implementing and managing/monitoring the strategy across functions for UAE O&T.
• Understanding and planning for the short and long term needs of the O&T organization related to human resources, working environment (including technology & premises), processes, risk and controls, client expectations. Developing a senior team of direct staff that is best-in-class in their respective key roles and managing a diverse pool of O&T human resources including strict localization requirements.
• Implementing a strong risk and control culture and environment across O&T functions to proactively identify the risks, timely escalate and initiate/support implementation of addressing controls.
• Succession planning and strong back-ups for all key/critical roles across O&T functions.
• Establishing and maintaining best-practicing O&T functions learning from its mistakes and striving best output at the optimum efficiency. Lead & coordinate all O&T functions including oversight of outsourced / offshored processes, with a focus on improved efficiency and quality.
• Actively engaging with businesses and functions to provide strategic direction from an UAE O&T perspective prioritizing technology support for the franchise maintaining strong focus on the delivery of high-quality customer services through O&T processes and platforms that are reflected in high degrees of customer satisfaction.
• Ensuring O&T resources are appropriately aligned with the requirements of the business by quantity and competency.
• Taking a leadership role in exploring and developing key themes within O&T such as regionalization, straight-through-processing and outsourcing, leveraging organizational resources within and outside O&T to drive and implement those themes.
• Maintaining a strong control and compliance environment throughout the O&T organization that can rapidly adapt to changes in the regulatory and compliance environment proactively raising O&T Management-Raised Issues and addressing all O&T issues completely and in a timely manner through the drafting, implementation, and tracking of relevant Corrective Action Plans (CAPs)
• Maintaining permanent controls readiness and obtaining satisfactory audit ratings across all auditable O&T entities, and contributing to successful audits for businesses and functions that rely on O&T as an enabler.
• Strong and close oversight of all Operation and Technology areas & activities, including but not limited to, monitoring of transaction processing, capacity monitoring and management, resolutions and escalation of issues, monitoring of internal accounts, resolution of nostro cash breaks ongoing performance monitoring of the service providers (TPM), oversight of MCA process, identification and execution of process improvements, active dialogue with the business and product partners on customer needs and enhancements required to be made to the existing process.
• Minimizing operating losses through proactive risk and control process (lessons learnt mechanism), identification of issues.
• Supporting country financial and resource goals and actively delivering on O&T financials. Manage the expense budget and actively review financials for O&T. Effectively manage and coordinate O&T to meet business needs and capacity requirements
• Creating a conducive working environment marked by high morale, team spirit, diversity and meritocracy throughout the O&T organization that can be measured through the VOE process and related indicators establishing procedures to measure, monitor and reduce employee turnover.
• Representing O&T in relevant country committees, such as the CCC, Country Outsourcing Management Committee, Country Management Committee, and BRCC. Participate in Legal Vehicle Governance process and proactively escalate any potential franchise issues.
• Act in line with excellence in service standards for all clients (Customer Surveys results, Client visits, etc.)
• Work closely with regional seniors to ensure alignment of local strategy with regional strategy for both businesses and functions.
• Lead all major programs and projects O&T involves in at franchise level across businesses.
• Manage outsourcing oversight and governance, inclusive of monitoring controls, quality, costs and the provision of data and information in respect to outsourcing.
• Manage new activities and processes in O&T following structural changes as well as global transformation initiatives.
• Oversight of MCA process related to O&T entities, conduct a regular reviews of effectiveness of Process – Risk – Control structures defined in MCA.
• Proactively manage any outages in coordination with CRS / CSIS representatives, offer solutions to avoid or minimize outages in the future.
• In coordination with other country stakeholders define an effective Crisis Management and ensure that the COB plan is timely maintained and tested
• Lead the efforts for Execution 2.0 initiatives and further identify such opportunities

Development value:
With primary responsibility and accountability for oversight of O&T landscape for UAE franchise the job provides a significant potential to gain in-depth knowledge of products/processes, widen managerial breadth and interface with the senior management at country, cluster and regional level.
Managing a country O&T role in this scale will provide immense executive management and leadership capabilities and learning opportunities with multi-geography/business tasking, team building, problem solving and in depth-understanding of franchise and multi-business dynamics as well. It will also give an opportunity to closely interact with local regulators as well as key market players in UAE and manage regulatory requirements in a challenging environment and developing interpersonal skills in a culturally diverse setup.
Knowledge / experience:

• In-depth knowledge of Operations and Products of especially the fields of Transaction Services (Cash, Trade, Account Services) Markets & Securities Services, Private Banking and Wealth Management as well as related banking practices, processes, and technology around them,
• Experience of similar O&T Head, or Leadership experience preferably in similar /scale organizations.
• 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
• Excellent knowledge of internal Compliance requirements and MCA process along with all operations and technology policies and procedures
• 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 clusters
• Very good knowledge about core Citi Systems
• Experience in O&T budgeting and expense management
• Knowledge of Continuity of Business process

Skills:

• Excellent people management and leadership skills to manage diverse and remote teams with multi-cultural backgrounds
• Negotiation skills and strong influencing ability
• Excellent problem-solving skills
• Coaching, training, team building and motivation
• Strong risk and control awareness and knowledge of control practices`
• Excellent interpersonal and communication skills
• Analytic thinking and problem solving
• Fluency in English
• Arabic and French would be an asset

Competencies:

• Leadership
• Organisation, planning and team building,
• Resilience and Problem Solving
• Execution and result oriented
• Self-Motivation,
• Verbal communication & influencing
• Project management
• Flexibility to adapt changing priorities

Qualifications:

• Bachelors degree (management, banking, accounting, finance) with 15 + years of banking experience, with minimum of 8-10 years in O&T
• Min 3-5 years of leadership experience in similar scale/ roles

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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Job Family Group: Business Strategy, Management & Administration
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Job Family:Business Management
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Time Type:Full time
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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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