Operations & Technology Head - Citi Egypt

**Job Purpose**:

- Setting the strategy and goals/priorities for Egypt 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 O&T franchise.
- Manage and oversee of all core processes that are outsourced or offshored for O&T.
- Implement a proactive risk & control frame for Egypt O&T fields.
- Maintain close interaction with external auditors and regulators and be the main face to them for all O&T matters representing O&T and franchise when needed.
- Manage human, system and other resources to maximize quality and quantity of service.
- Represent 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.

**Job Background/context**:
The Job is a senior management role as the head of O&T for Egypt being a member of CCC, BRCC and various other management and oversight committees.

The role is responsible for entire O&T functions of Egypt franchise including Alexandra Branch. Currently in country workforce is around 70. The franchise consists of all ICG business segments (TTS, Markets & Securities, Custody) with a growth strategy in place. Except some of technology and ancillary activities almost all Operational activities are outsourced into various Citi or 3rd party service providers.

**Key Responsibilities**:

- Developing, implementing, and managing/monitoring the strategy across functions for 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 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