Head of Operations and Technology
Citigroup Saudi Arabia
Total years of experience :20 years, 1 Months
- Manage effective relationships with local market partners / institutions (eg. Regulators,
Governments, Cash Clearing house, Central Bank, Tadawul, CMA, 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
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 O&T processes and platforms
that are reflected in high
- 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.
- Maintain a strong control and compliance environment, focus to reduce operational risk;
management of the O&T MCA; satisfactory audit ratings and contribution to successful audits
for franchise and partner businesses; identification and addressing O&T issues timely and
completely.
- Active participation in Country governance committees such as (but not limited to) BRCC,
Audit Committee, ExCo, CCC and proactively escalate any potential franchise issues.
- Define an effective Crisis Management and ensure that the COB plan is timely maintained and
tested.
- To lead from O&T perspective and oversee the implementation of the various CMA / Tadawul
initiatives.
- Ensure the efficiency of the Bank Operations
- Assist in setting up the operating policy and procedures for Operations Units
- Design training sessions and seminars for the staff as needed.
- Implementation of effective control system in the back office - Trade finance - Branch operation & SAMANet
- Monitor all projects related to operations.
- Assist Operations Head to monitor and supervise all audit issues for operations.
- Assist Operations Head to monitor and update all internal audit (Quarter and yearly) reports.
- Assist in improving on system performance.
- Attend all SAMA committee meetings related to operations and others if needed.
- Conduct a periodic meeting with all operation staff.
- Control function of Trade finance section and ensure efficiency of workflow.
- Control function of Treasury and Funds Transfers section and ensure efficiency of workflow.
- Control function of Remote Branches and ensure efficiency of workflow.
- Control function of SAMA Net and ensure efficiency of workflow.
- Identify potential growth area of the branches.
- Coach operation staff.
- Control and monitor all bank’s operations to ensure accuracy, quality and efficiency.
- Managing staff personal matters.
- Manage staff performance appraisals.
- Manage and control operational control unit operations related to Nostros and GLs.
- Manage the control of all customer power files.
- Communicate with SAMA as of when needed.
- Manage and control all SAMA Circulars.
- Management of Transaction Checking Unit ensuring day by day Transaction Vouchers are checked to ensure accuracy of booked transactions on the Bank’s Core System against the Bank’s Reporting system. Checking includes validation of transactions details, number of transactions and proper documentation.
- Management of Operations General Control Unit tasks which include assessment of current controls in place and development of new controls to minimize risks and errors. This unit is also acting as the centralized unit to manage all Operational Events and Audit comments raised by or on Operations Department. In addition to being the point of contact between Operations and Compliance taking care of all CRSAs and regulatory requirements implementation.
- Management of SAMA Net unit which aims to be the point of contact between GIB and SAMA regarding any regulatory customer specific instructions.
- Overall Management of the Control Department staff and daily duties to ensure there is no backlog and smooth functioning of daily processes.
- Conduct assessments of the current controls across all Operations units and provide Operations Control & Support Head with recommended Control enhancements.
- Controlling all Operations budget and related planning and utilization.
- Ensure proper follow up and escalation is conducted for any cases where required.
- Organize regular meeting within the department/unit for better coordination and control for smooth function of the department.
- Evaluate risks in the processes and controls for error free functioning of the department.
- Preparing regular MIS statistics for the management and improve operations rating.
- To ensure that all processes are in place and are adhered as per the GIBMAN requirements for all Unit under Control Department.
- Resolve any Operational Events or Audit comments raised against Operations Department.
- Management of any support and/or training of the Control Department Staff.
- Management of staff annual leaves, rotation, successor plan and time/capacity assessment.
- Leading the overall operations and administration of both Account Administration Unit, and KYC/ AML Operations Units for Wholesale and Retail, and that is including but not limited to:
- Review and streamline the procedures related to Account Opening / maintenance &
KYC Operations from Compliance, risk and legal perspectives.
- Review work volumes, plan and continuously monitor staffing levels to ensure efficiency, quality work product, and effective client service.
- Review departmental performance against key performance indicators and metrics and develop and execute strategies for improvement.
- Effectively leads the team at the location by setting an example in behavior.
- Partner with various market level support teams (i.e. Finance, I.T., Risk, Compliance, HR, Recon, Safety, Security, and Sales) to ensure effective and efficient operational processes that align with the Bank’s objectives and strategies and high quality client service and support.
- Walk/Audit the processed requests to ensure quality standards are met.
- Review and update the Service Level Agreements “ SLAs” between Account Admin/ KYC Control
and the other departments.
- Ensure all policies and procedures are in place and followed by the staff.
- All Regulator’s and Management reports are well built and submitted on timely manner.
- A periodic Risk gap analysis is conducted to ensure a good level of mitigation.
- Enforce all company policies and procedures related to team member and clients.
- Ensuring that all team members are treated with respect.
- Visibly demonstrate safety commitment by following all safety and health procedures.
- Work closely with Audit & Operations Risk teams for a continues gap analysis.
- Deputize the Head of Operation Controls and Support as of when needed ( for the units of Transaction Control Unit, Operations Controls, Fraud Investigation Unit, Operations Support & Archive Unit )
- Perform other duties as assigned by management
- Develop and maintain a consolidated MIS report to Operations management.
- Perform assessment on current Operations MIS capability and develop an MIS methodology provides visibility on KPI, SLA and capacity for future expansions.
- Perform assessment on current processes to determine the associated gap of risk and identify the possible solutions with coordination with Operation risk department.
- Single point of contact for compliance, Audit & Operations risk department
- Monitor and Track the CRSA ( Compliance Risk Self-Assessment )
- Identify and report Operations Key risk indicators on the agreed frequency.
- Participate and coordinate for execution of business continuity plan.
- Ensure on time delivery of regulatory reports.
- Track, Monitor and follow up the QC ( Quality System ) for Operations.
- Supervise the Account Admin functions like signature capturing, deletion and limits linkage.
- Review and authorize all the Account maintenance and opening on the corporate accounts, making sure that the documents provided are fulfilling the requirements of both Legal and Compliance.
- Review and authorize the all the Swift Relations as per the business requirements.
- Supervise the Holidays maintenance in the core system as they are received through the correspondent Banks, as well as circulating the same via Swift messages.
- Handle all the non-financial swift massages received from the other Banks and respond to them accordingly.
- Prepare all the concerning reports including the Regulator, Statistic and some internal reports.
- Support Unit Head in the implementation of the Bank’s strategy and process re-engineering.
- Assist the Unit Head in writing / updating the procedures of Account Admin Unit.
- Ensure the execution of workflows and SLA’s with the other departments.
- Officer In charge of the branch’s treasury and its components such as the Cash in hand, Client’s cheque Books, Counter drafts.. etc
- Contribute to achieve the sales target
- Coordinate with Finance department for clearance of the internal GLs
- Monitor the payable, receivable and suspense accounts.
- Coordinate with Treasury Department for the outgoing payments and the special rates.
- Validate all the transactions processed by the tellers on daily basis.
- Prepare and evaluate staff key performance indicators “KPIs” and mid-year review
- Preparation of cash deposit’s financial reports
- Support Operation Manager in the implementation of the Bank’s strategy and process re-engineering.
- Support and resolve Customers’ issues according to the rules and policies.
- Process all types of transactions such as Cash deposit \ withdrawal, Remittances including Local and International, issuance of Counter Cheques..etc.
- Process the utilities bills for settlements from the Customers.
- Buy \ Sell travelers cheques
- Balance the till every end of day and check all the posted transactions
- Ensure to provide the Customers with high level of services standards
- Sell the company’s products and services to individuals, business and governments organizations.
- Key point of contact between the Company and our clients, answering their queries.
- Organizing sales visits to potential clients to discover the possible business.
- Strive to maintain good relationships with existing clients, gaining repeat business whenever possible.
As a cashier who is responsible to:
- Perform all the check ins \outs all the room and process the settlement entries.
- Make \ Amend rooms reservations as received by phone or e-mails.
- Meet all the requests from the guest when needed.
- Balance all the cash \ credit movement during the shift at the end of the day.