Whether you’re at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks. We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism.

We’re currently looking for a high caliber professional to join our team as Citibank Branch Ops Senior Supervisor, AVP

(Internal Job Title: Branch Ops Manager

• C12)based in Kuala Lumpur, Malaysia. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

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.

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei

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

Job Family Group:

• Operations
• Core

Job Family:

Branch Operations

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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