Jordan TTS CO Head / O&T Head

Job Id: 22596738

Job Background / Context:

Jordan Operations & Technology (O&T) is a combined function incorporating all of the O&T support areas across the Jordan Franchise. The O&T population is approx. 27 people with a direct expense budget of approximately $ 3.5 MM. The business mix is primarily ICG which includes the entire suite of products in FICC, TTS, and Corporate Banking.

The function provides the leadership to ensure that;

• Jordan Franchise and its leadership receives the O&T support and partnership that is required to deliver its goals and strategies.
• Citi’s O&T organization in the Jordan 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.
• O&T’s global and regional strategies are implemented in the country.
• Regulatory engagement in a complex environment which mandate for the O&T Head to be actively involved in all local regulatory relationships, risk management and internal controls to ensure compliance with all Regulatory requirements in the Country

Jordan O&T works on an outsourced model and is primarily outsourced into different CSCs (like Poland & India) and other 3rd party service providers.

The position covers ICG O&T and Enterprise O&T functions and will be responsible for leading & managing approx. 27 Staff.

The holder of this job will be a member of the MEA O&T Senior Leadership Team, the Jordan Franchise Management team and will interact with various business seniors at country, cluster and regional level.

The position will include oversight of all of Citi’s O&T operations in the Jordan Franchise.

• Leadership and Management of all Operations and Technology functions, including oversight of Technology and all Enterprise O&T Functions in the Jordan Franchise.
• Responsible for performance and development of all department/unit heads within Jordan Franchise, 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 O&T areas as well as non-O&T areas to ensure successful Regulatory and Audit reviews within the Jordan Franchise, ensuring full O&T Compliance with Citi policies and procedures and local laws, regulations and guidelines.
• Develop, manage, and sustain compliant local operating procedures
• Maintaining close and successful interaction with local Regulators, Central Bank, Governmental bodies, payment systems providers, credit bureau, Auditors, etc
• Develop, manage and sustain overall Operations and Technology strategy in the Jordan Franchise which should be aligned with the business objectives and strategies.
• Maintain robust and complete oversight and ongoing monitoring of all core processes done in-country or that are outsourced or offshored.
• Responsible for identifying issues and resolving them proactively, resolving escalations within Jordan Franchise to ensure safety & soundness as well as high quality of services and client experience.
• Driving expense budget and other financials and metrics across O&T 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 team, to enable a control and result focused outlook
• Collaborate with peers and country management in designing and implementing programs to improve client satisfaction, operational efficiency and team effectiveness

Responsibilities:

• Effectively leading and managing all O&T functions/in-country coordination of Ops, Tech, any support services and any shared services.
• Manage close working relationship with all Jordan franchise business and product partners to provide direction from O&T 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, Credit Bureau, Securities Clearing and settlement etc) and participate in professional forums (local Banks Associations), in O&T 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, including internal policies and procedures.
• Support the delivery of high quality customer service through O&T processes and platforms that are reflected in high client satisfaction.
• Drive the digitization & Client empowerment agenda
• Accountable for the delivery of O&T 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 country 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 O&T issues timely and completely through CAPs, addressing the root cause of issues.
• Active participation in Country governance committees such as (but not limited to) BRCC, ExCo, CCC and proactively escalate any potential franchise issues.
• Managing Production Support and Infrastructure Support oversight to a high standard.
• Train and develop the O&T 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, psychological safety and team spirit that can be measured through VOE results. Ensure effective management and coordinate O&T to meet business needs and capacity requirements
• Leading and guiding the efforts of O&T team in the country in exploring and developing key best practice themes within O&T such as straight-through-processing, outsourcing, leveraging organizational resources within and outside O&T to drive and implement those themes.
• Accountable for minimising operating losses & Potential Loss events through proactive issue identification and mitigation.
• Actively review financials, support country financial and resource goals and actively deliver on O&T 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 the Jordan
• Development of the succession planning for their successor and their two downs.
• Responsible for cascading of communications from regional and Jordan franchise heads to the O&T team making sure there is awareness and the team is well informed. Also supporting escalating needs of the team to regional partners
• Maintain extensive accountability from a legal vehicle and country O&T perspective
• Work closely with direct and matrix heads to ensure alignment of both local and regional strategies for both businesses and functions, and making sure that both heads and relevant partners are kept abreast with Jordan O&T developments, issues and escalations
• Responsible for alignment and local execution of Global / Regional initiatives
• Create and lead a metric driven O&T unit

Knowledge/Experience:

• In-depth knowledge of operations and technology policies and procedures
• Experience in Country O&T function roles or in a similar scale role.
• Superior skills to continually measure, enhance and optimize operations related functions, and continuously instilling operational resilience

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

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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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