GCG - Regional Sales Practices Review - Workstream Lead for MRA 1: Account Opening and Closing

Citibank NA
13 Aug 2017
16 Aug 2017
Contract Type
  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Compliance and Control
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 17051587


Business Overview

Citi's Asia Consumer Bank serves more than 120 cities in 17 of the fastest-growing markets in the region. Citi offers a diversified range of products ranging from retail banking, wealth management, insurance, mortgage, Citi branded cards and loans to our 17 million clients. With more than a century of enviable brand and market leadership, we are competitively well-positioned to grow a high quality customer base that benefits most from our capabilities.

Regional Program Overview

The Office of the Comptroller of Currency (the "OCC"), the US regulator for Citibank N.A., is conducting a review of the industry's sales practices ("Review") arising from the recent Wells Fargo issue.
The OCC is conducting the examination in 3 phases, one phase for each of the objectives listed below:
  • Phase I: Determine if there are systemic or bank-specific issues with regard to bank employees opening accounts on behalf of consumer and small business customers without the customer's consent
  • Phase 2: Evaluate sales goals, strategies, and incentive compensation and quota programs to ensure they appropriately balance sales and revenue targets with risk management and customer satisfaction and impact
  • Phase 3: Determine if banks subject to the OCC's Heightened Standards have risk governance frameworks that effectively control the risks associated with sales practices and incentive compensation and quota programs
With the completion of Phase 1 of that Review, Citi has agreed with the OCC, to launch a global program to review the sales practices for the consumer and small business products that consists of 5 distinct but interconnected MRA's (Matter Requiring Attention).

The 5 MRA's are as follows:
  • MRA 1 - Account Opening and Closing Process
  • MRA 2 - Employee Separation Processes
  • MRA 3 - Employee Complaint Processes
  • MRA 4 - Employee Misconduct Assessment
  • MRA 5 - Employee Misconduct Analysis and Reporting
This is a critical program that has CEO and board level visibility due to the sensitivities around Citi's reputational standing and the regulatory commitments that have been made to the OCC.

Role of the Workstream Leader for MRA 1: Account Opening and Closing
  • The Workstream Leader is accountable for managing this Workstream for Asia and EMEA region of 17 markets
  • Ensuring that the Workstream is completed on time, on budget and all Workstream deliverables meet the expectations and commitments made to the OCC
  • This role requires development and execution of program strategies for a large/complex business requiring coordination and integration across regional units (i.e. Customer Franchise / Customer Acquisition / Compliance etc.)
  • Will be accountable for managing the relationship with all critical Workstream resources involved in the day to day execution of the Workstream
  • This is a C16 role and reports into the Program Leader for this program
This is a multi year role - as the MRA is closed, the same approach will be adapted and deployed to other critical processes within the businesses or subsequent MRA's for additional phases.

Key Responsibilities:

One of the key challenges is to establish the Workstream very quickly to support the execution across the 17 countries in APAC/EMEA. Initially, there will be no resources in place and the entire Workstream infrastructure needs to be built out so that the program deliverables can be achieved on time and on budget.

Establishing the Workstream:
  • Liaising with Regional Program Leader and key team members to define the Workstream structure, scope, approach, milestones and key deliverables
  • Coordinating with the Regional Program Leader and Finance colleagues to establish the program budget
  • Developing the appropriate level of Workstream governance via formal governance steering committees or any other appropriate governance forums
  • Determining the appropriate mechanisms for quality assurance to ensure that all Workstream deliverables meet the expectations and the commitments made to the OCC 
Executing the Workplan
  • Managing workstream resources to ensure deliverables are completed to the required standard
  • Ensuring all Workstream deliverables and milestones are completed on time
  • Managing the relationships with key stakeholders from the within the Workstream, the overall program team, and partners across Compliance, HR and Legal and other supporting functions
  • Implementing key communications internally within the Workstream team and externally to stakeholders and other interested parties
  • Identifying and resolving key issues and removing barriers to Workstream success 
Supporting the Governance and Controls Activities
  • Actively participating in the formal governance steering committees with participation from Regional CEO for GCB and other key Leaders within GCB
  • Implement status reports for the Workstream in terms of progress of all deliverables versus the budget utilized
  • Collaborate with SME's during quality assurance reviews to ensure the highest standard for all project deliverables


The ideal Candidate will meet the following requirements:
  • A university degree is preferable in any subject
  • More than 20 years experience within banking of which should include
    • At least 10 years experience leading non IT related projects or large scale change programs
    • At least 10 years exposure working in close partnership with Operational Risk Management, Compliance and Audit Functions
  • Any formal qualifications in project management (e.g. PMP, APMP or PRINCE2) will be an advantage but not mandatory
  • Strong understanding of regional GCB business landscape, regional customer portfolio and business trends
  • A familiarity of regional GCB sales practices in terms of current procedures and on-boarding channels, sales incentives and sales compensation arrangements
  • Previous experience should include a multi geography exposure / remit and understanding across Asia and preferably EMEA
  • The ideal candidate should have strong partnering and negotiating abilities / skills and experience in dealing with senior management teams.
  • The ideal candidate should have a deep understanding of controls and risks associated with the consumer products
  • The individual / scope of work should have considerable experience in establishing, executing and building governance and controls within the consumer banking space
  • Strong and resourceful problem solver who can manage issues including project related defects working with the various partners
  • Team player with a strong sense of competing priorities and the interests of various stakeholders with an ability to negotiate, persuade and adapt
  • Ability to negotiate with and influence Regional Line of Business Leaders and In-Country Program Teams to achieve results that will impact the Regional Consumer business significantly
  • Excellent communication skills, both written and verbal, able to communicate effectively with all senior internal stakeholders
  • Ability to manage, develop and motivate virtual teams, and delivering results both as an individual and through virtual teams
  • Demonstrate through delivery of projects the ability to motivate and influence business partners to deliver on milestones/commitments
  • This role requires use of conceptual and innovative thinking
  • Willingness to travel, as required