Head of Middle Office Operations APAC

The Middle Office Senior Manager is a senior management level position responsible for accomplishing results through the management of a team or department, driving a variety of Middle Office activities in coordination with the Operations - Transaction Services team. The overall objective of this role is to ensure the seamless delivery of services to Middle Office clients

Responsibilities:

• Manage a team of professionals to accomplish established goals and conduct personnel duties for team (e.g. performance evaluations, hiring and disciplinary actions)
• Identify opportunities to implement process improvements and recommend system, service, and process enhancements including leading and evaluating system testing
• Coordinate staff assignments to achieve optimal effectiveness through assessment of business requirements and staff skill sets and development needs
• Build and maintain relationships with internal and external clients, and serve as point of escalation of complex customer issues
• Perform discovery and due diligence with clients and visits regarding service quality measurement
• Manage the Risk and Control agenda including audits, interfacing with internal and external auditors, and identifying process gaps
• Work closely with senior management on identifying opportunities for cost saves, full-time equivalent (FTE) reduction, and optimization
• Work closely with Sales and CEs on client management and service improvement initiatives
• 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:

• 6-10 years of relevant experience
• Chartered Accountant/CFA/MBA
• Experience in fund accounting
• Experience in accounting within financial services, strategic management, resource/expense management, and managing client relationships
• Experience in managing operational delivery
• Extensive knowledge of funds services and process
• Demonstrated leadership and management skills
• Ability to work in a team-oriented environment
• Consistently demonstrates clear and concise written and verbal communication
• Demonstrated Subject Matter Expert (SME) knowledge in related area

Education:

• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred

The Middle Office Operations Manager will have direct responsibility for Service delivery to Global Platinum clients. The Manager will be responsible for,

• End to end operational delivery across all Middle Office Services including Portfolio Accounting, Trade Processing, Voluntary Corporate Actions, Performance and Investor Reporting.
• Oversight of all offshored functions to Global Processing hubs in Gurgaon and Warsaw and ultimate accountability to meet and exceed client service standards.
• Direct responsibility for 50 people across two locations with additional oversight responsibility for employees located at offshore hub.

The individual will have a proven record of operational delivery and service excellence within Middle Office and will ensure that Citi provide an integrated, consistent and value-added service to our platinum clients.
The individual will be a key advocate of the client within the operations organization, and therefore will need to fully understand the client profile and business priorities. Equally important is the ability to identify and deliver operational improvement initiatives within the operations teams, driving efficiency and improvement of the overall client experience.
The Middle Office business is undergoing significant transformation over the next 2 years as it continues to expand Product capabilities and expand its client base. The success of the individual and the role will ultimately be measured against our client satisfaction scores and our efficiency metrics as we deploy our enhanced capabilities
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