Tts Client Operations Head
2 weeks ago
**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 re
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